This role is fully remote but the successful candidate should be based in South Africa - ideally Johannesburg or Cape Town.
About Sendmarc
Sendmarc is a cybersecurity company focused on email security through DMARC implementation and management. Our platform helps businesses protect their domains, improve email deliverability, and defend against impersonation attacks. We're on a mission to make email safer across the internet, and we're growing.
Role Overview
As a Commercial Account Manager at Sendmarc, you own the commercial relationship with a portfolio of existing customers post-implementation. You're the primary point of contact for renewals, pricing, and general account queries, and you're accountable for retention and growth across your book.
You work closely with our Technical Account Managers and Support team, who own the technical health of the account, so you can focus on the relationship, the commercial value, and the growth opportunity. This is not an onboarding or technical support role. It's focused on customer relationships, renewals, and account growth.
Key Responsibilities
- Own and manage a portfolio of existing Sendmarc customers as their primary commercial contact.
- Lead renewal negotiations, including pricing, contract terms, and timing, protecting and growing account value.
- Build trust-based relationships with key stakeholders, from day-to-day contacts through to economic buyers and procurement.
- Drive retention and manage churn risk proactively, including early engagement on accounts showing risk signals.
- Identify and close upsell and cross-sell opportunities across the Sendmarc product suite (DMARC, BIMI, Breach Detection, Lookalike Domain Defense, and Domain Monitoring).
- Act as the first point of contact for general account, billing, and commercial queries, looping in Technical Account Management or Support for technical issues.
- Run regular check-ins, strategic reviews, and quarterly business reviews (QBRs) to reinforce value and surface expansion opportunities.
- Coordinate with Technical Account Management, Support, Product, Sales, and Marketing to advocate for customer needs.
- Keep the CRM (HubSpot) up to date with notes, next steps, renewal status, and forecast.
- Feed insights back into Account Management processes to improve retention and the customer experience.
Requirements
- 3+ years in Account Management, Customer Success, or a similar commercial, client-facing role (SaaS or cybersecurity preferred).
- Proven track record owning renewals and pricing negotiations, and driving upsell and cross-sell.
- Comfortable managing a portfolio spanning SMB through enterprise accounts.
- Confident, commercially sharp communicator, able to speak to both technical and non-technical stakeholders without needing to own the technical detail.
- Tech-savvy enough to understand and articulate product value.
- Experience with CRM tools, HubSpot in particular, is an advantage.
- Strong organizational skills, attention to detail, and comfortable owning a full account portfolio.
What Success Looks Like
- Strong gross and net revenue retention across your portfolio.
- Measurable account growth through upsell and cross-sell.
- Renewal risk identified and managed early, with minimal involuntary churn.
- Consistent, proactive cadence of customer touchpoints and QBRs.
- Clean, current CRM data.
- Positive feedback from customers and internal stakeholders.
