Account and Relationship Manager

Full-time, permanent position based in the United Kingdom. To apply for this role, you must be based in the United Kingdom.

Salary £45,000 - £55,000 (depending on experience).

Closing date: Sunday 18th October

Industry: Education and Software, with a focus on medical and health professional education.

In this role, you will take full commercial and operational ownership of assigned customer accounts, going beyond basic relationship management. You will apply strong commercial judgment to drive contract renewals, identify growth opportunities within the customer account and maintain a deep understanding of each customer's strategic landscape. Working closely with delivery specialists within the customer success team, you will serve as the primary accountable leader for driving long-term account value, retention and satisfaction.

At risr/ our software and services help institutions, such as Universities, Specialist Medical Colleges and regulatory bodies, achieve digital transformation of their assessment processes (written and clinical exams, workplace-based assessments, etc).

• →Customer Relationship Building: Establishing and nurturing relationships with customer stakeholders at multiple levels in their organisation.
• →Account Management: Actively taking complete ownership of the overall health, strategy and strategic development of assigned accounts. This includes proactively identifying risks, unlocking new opportunities, aligning with the customer's broader business objectives, and ensuring they consistently achieve maximum value from their investment.
• →Communication: Acting as the primary point of contact between the customer and risr/ for anything that is not day-to-day support.
• →Needs Assessment: Identifying customer needs and ensuring they are met through appropriate risr/ solutions.
• →Cross-Selling and Up-Selling: Recognising opportunities to offer additional risr/ products or services that benefit the customer.
• →Contract and Renewal Management: Handling contracts, renewals and negotiations.
• →Issue Resolution: Addressing and resolving any customer concerns or escalations promptly in collaboration with other team members as required.
• →Product Knowledge: Maintaining a good understanding of the risr/ products as they develop and are updated.
• →Continuous Improvement: Having a deep understanding of the customer in order to respond and adapt to the way they change and evolve to ensure that we continue to deliver optimal service and value.
• →Information Management: Utilising a central platform (CRM) to maintain accurate, up-to-date records for all existing customer accounts. This includes tracking ongoing relationship milestones, renewal timelines, commercial growth opportunities and customer interactions to promote seamless cross-team collaboration, consistency, and transparency across risr/.

• Customer Retention: Accountable for retaining customers and renewing contracts.
• Customer Satisfaction Scores: Accountable for achieving target satisfaction metrics.
• Revenue Targets from Existing Customers: Accountable for meeting financial goals related to cross-selling and up-selling.
• Accurate Reporting: Providing ongoing transparent and accurate reports on customer health and account status to their team and the rest of risr/ using synchronous and asynchronous methods.
• Customer Advocacy: Ensuring the customer’s voice is heard within risr/ to influence product and service improvements by understanding customer needs and contributing to our product development activities. 

• At least 5 years of experience as an account and relationship manager in a customer-facing role, ideally in a SaaS/B2B role.
• Experience and skill in handling contractual negotiations, reconciliations and revisions is preferable.
• Digital Transformation exposure utilising SaaS solutions and services.
• Technical-minded and solution-oriented.
• Excellent communication and stakeholder management skills.
• Ability to build a detailed understanding of assigned clients and their evolving business needs.
• Proven understanding of commercial decision-making.
• Knowledge of the UK's education and business landscape, trends, challenges, opportunities, buying styles, behaviours, practices and approaches is preferable.
• Ability to demonstrate a deep understanding of customer strategies/objectives.
• Ability to take a collaborative approach to relationship building and sales-related tasks.

• Culturally: Our self-managed, remote working culture isn’t for everyone. Our cultural principles include having a proactive, can-do attitude that is both positive and enthusiastic.
• Technical Skills: Contract negotiation, execution and renewal skills. Aptitude to develop a good understanding of the risr/ products and services range quickly and to translate customer challenges into value-based solutions.
• Problem-Solving Skills: Problem-solving skills and the ability to think on one’s feet are essential, as well as the ability to devise commercial, technical, and creative solutions alongside team members.
• Communication Skills: Communicate effectively and set expectations clearly, concisely, and consistently, both internally and externally.
• Time Management: Prioritise tasks, set goals, and allocate time wisely to enhance productivity while remaining adaptable to unexpected events.
• Initiative: Be self-starting and proactive when handling multiple customers.
• Team Collaboration: Routinely work and collaborate with other team members such as sales/marketing, delivery and development to resolve customer challenges and provide feedback on market direction.
• Progressive: A curious, experimental relationship with AI. You try things, reflect on what works, and embed it into how you actually work, not just how you think about working.

The risr/ mission is to provide technology to enable every ambition.

The risr/ platform enables doctors, dentists, nurses, and other health professionals to apply and pay for assessments, be assessed effectively, and advance through their courses and training programmes so they can ultimately provide high-quality patient care and promote health.

Our software and services help institutions, such as Awarding Bodies, Universities and Postgraduate Specialty Medical Colleges, achieve digital transformation of assessment processes, for example, written and practical exams and workplace-based assessments.

We are growing rapidly in international markets in Australia, Canada, Asia, Ireland and beyond. For example, over 60% of doctors in the UK are assessed using risr/ products.

We keep things brutally simple; we are natural-born collaborators; we’re hungry for innovation; and we always do the right thing - even if it’s harder or requires us to go the extra mile.

As we continue to grow, some business travel will be required to meet our customers in person and nurture strong, effective relationships.

Due to the nature of our work and having teams based in multiple time zones, there will be a requirement for the successful applicant to work outside of regular office hours, in the evening / early mornings or on the weekend. We take care to ensure team members are not required to do this regularly, and with our flexible working arrangements, our team manages their regular working time around any out-of-hours work that may be required.

We want to make sure we're a great fit for each other! Here is a breakdown of our application and interview process:

• Application Review: Submit your application by 18th October 2026. Our team will review your application. If we believe you have what we're looking for, we'll invite you to the next stage. We'll send Stage 1 invitations by 23rd October 2026.
• Stage 1: The Intro (Remote): A quick video submission answering a few questions on your own time. Submit these by 28th October. We will send invitations for Stage 2 by 4th November 2026.
• Stage 2: The Group Collaboration (Remote): A practical team interview with other candidates. Save the date: This will take place on 9th November 2026 at 2 pm - 4 pm GMT.
• Stage 3: The Deep Dive (Remote): An interview with some of the team you will work alongside to discuss more about your skills and goals. These interviews will take place in the week beginning 16th November 2026.
• Stage 4: The Final Meetup (In-Person): A face-to-face meeting with some of our UK-based team members.

If you believe this is the role for you, please continue filling out the application form. Please note that we want to hear from you as an individual when you are applying to work at risr/, and all content in your application should be original and your own. Only applications with a cover letter will be considered.

Come and join us – we promise you won’t have worked for a company quite like it!

risr/ is an equal opportunities employer, and we do not exclude people on the grounds of sex, gender preference or reassignment, pregnancy, parental status, race, marital / relationship status, disability, age, religion, belief or sexual orientation.