Strategic Customer Account Manager

Our MissionSwapcard is the leading AI-powered event platform designed to drive revenue growth and foster meaningful connections at in-person and hybrid events. We recognize the importance of teamwork in successful events; that's why Swapcard is fueled by a team of innovators who are passionate about helping organizers build future-proof events. Our VisionAt Swapcard, we believe in the power of meaningful connections. This belief fuels our commitment to pioneering modern solutions that empower organizers to create engaging event experiences. Guided by our commitment to excellence and collaboration, we aim to redefine the landscape of event technology, setting new standards for engagement, accessibility, and impact. Our BeliefsAt Swapcard, diversity is at the core of our success. With 42 nationalities represented among our 180+ team members, we champion diversity as a catalyst for creativity, collaboration, and unparalleled innovation. We believe that by embracing a multitude of backgrounds, cultures, and viewpoints, we can truly understand and cater to the needs of our global community of event organizers and participants. Our full remote opportunities empower our team to thrive, no matter where they are in the world, fostering a culture of flexibility and inclusion. The RoleThe Strategic Account Manager (SAM) owns the success and growth of a single enterprise customer across a defined geographic region. This is an evolution of our Customer Account Manager role: alongside retention and commercial ownership, the SAM is accountable for regional market development — mapping the client's full event ecosystem, discovering net-new divisions and teams, and growing Swapcard's market share within the account. You will be the strategic advisor and commercial driver for your region, combining deep relationship management, operational discipline, and proactive discovery of new business. You will work hand-in-hand with Customer Implementation Managers (CIMs), who own technical delivery, so you can focus on strategy, growth, and stakeholder influence. This is a role for someone who thinks like an owner: equally comfortable running an executive business review, building a regional growth plan, and uncovering the next expansion opportunity on an exhibition floor.

What you'll do
Client success & retention
- Drive platform adoption and demonstrable ROI across all accounts in your region, post-sale and post-renewal. Client success & retention
- Maintain high satisfaction and engagement; anticipate risk through active listening, usage monitoring, and early intervention. Client success & retention
- Own detractor and at-risk response (NPS / willingness-to-renew), coordinating outreach and mitigation. Revenue growth & commercial ownership
- Support renewals, expansion, upgrades, and cross-sells for your regional portfolio. Revenue growth & commercial ownership
- Build accurate forecasts grounded in client usage and market trends. Revenue growth & commercial ownership
- Design and monetize add-ons in support of team lead, Marketplace activations, and enhanced services with the client. Regional market development
- Track competitor tools, contract dates, and renewal cycles; maintain a living regional market map as appropriate. Regional market development
- Assess pain points, switching probability, and blockers; quantify and grow market share year over year. Relationship management & influence
- Act as the primary contact and strategic advisor to regional client stakeholders. Relationship management & influence
- Build a multi-level influence network across digital operations, marketing, sales, and leadership. Relationship management & influence
- Maintain a structured engagement cadence: weekly with event teams, monthly with influencers, quarterly with executives, and bi-annual in-person reviews. Strategic & regional planning
- Develop comprehensive account plans covering objectives, growth levers, adoption roadmap, and risk mitigation. Strategic & regional planning
- Build 90/60/30-day action plans per key event to ensure timely delivery and maximum value. Strategic & regional planning
- Define mutual success metrics (KPIs) with each stakeholder group and benchmark against comparable Swapcard events. Delivery alignment & operational discipline
- Own the strategic deployment of in-scope events; partner with CIMs, who execute delivery plans, to maximize activation. Delivery alignment & operational discipline
- Jointly own project updates, learnings, and replication of successful practices across the region. Delivery alignment & operational discipline
- Maintain Gainsight data integrity; document milestones, communications, and account activity weekly. Delivery alignment & operational discipline
- Provide flexible onsite engagement for high-value moments — exhibitor ROI triage, executive touchpoints, and discovery meetings. What success looks likeYear-over-year retention and expansion rate across your regional portfolio. Number