Account Manager

Job Description

About elm

elm is a suite of software products built for the FMCG industry. We help brands consolidate and make sense of sales, marketing, supply chain, and financial data centred around retail. We're a small team of data experts - our founders Cian and Emily are both ex-early Uber, with experience growing consumer brands including Lucky Saint and Edgard & Cooper.

We work with some of the most exciting FMCG brands in the UK, are growing rapidly, and are building some of our most exciting products to date right now. This role will be central to what comes next at elm.

The role

As Account Manager, you'll own relationships with 200+ FMCG brands - from challenger startups to established names. You'll be their main point of contact at elm: the person who jumps on calls, knows their business inside-out, spots opportunities, and makes sure they get genuine value from the platform.

This isn't a back-office support role. You'll carry revenue responsibility through cross-sell, upsell, and renewal - and you'll be as comfortable presenting to a brand team in person as you are resolving a ticket. The best person for this job loves working with people, is excited to work with lots of brands at once in FMCG, and wants to build something that feels more like a community than a customer list.

What you'll do:

• Own a portfolio of 200+ FMCG brand accounts - maintaining health, driving engagement, and preventing churn
• Be the first port of call for customer support - responsive, knowledgeable, and calm under pressure
• Build genuine relationships - face-to-face meetings, check-ins, and regular touchpoints with teams across your accounts
• Identify and close cross-sell and upsell opportunities, contributing directly to revenue targets
• Run onboarding for new customers, getting them to value quickly and setting the tone for the relationship
• Gather and synthesise client feedback, feeding sharp insights back into product and marketing
• Help build an elm community - connecting clients, sharing wins, and making being an elm customer feel like being part of something
• Represent elm externally at events, meetups, and industry moments where our customers gather

About you:

• Experience in account management, customer success, or a client-facing role - ideally in B2B SaaS or FMCG
• A natural relationship builder - you enjoy the work of knowing people, not just managing them
• Comfortable owning commercial outcomes - you're motivated by helping customers succeed and understand how that links to revenue
• Comfortable with data - not just reading it, but using it to drive conversations with clients about what's working and what isn't
• You let curiosity drive you and you’re the kind of person who investigates before escalating - "let me look into that" before "let me pass you to the team"
• Strong communicator, in writing and in person - you represent the company well in every interaction
• Organised and proactive - you keep a lot of plates spinning without things slipping
• Curious about FMCG and retail - you'll pick up the industry context quickly and it'll make you better at the job
• Excited by an early-stage environment where things aren't always perfectly defined

If you have less experience but think you're genuinely a great fit, we want to hear from you.

What we offer:

Base salary of £35-40k - with further earning opportunities via bonus

Share options - Own a part of elm as we grow

28 days + bank holidays - Plus a two-week Christmas office closure

Flexible working - We trust you to do your job well, wherever you work best

️ Gym in the office - Stay active on your terms

✈️ Yearly residential offsite - The whole team, somewhere good

Paid sabbatical - After 4 years with elm

Team lunch every record month - We've had three in the past six months

Regular socials - With the London team

Ownership and progression - Real opportunity to shape your career

We're flexible on working location, but we're a London-based company. The ideal candidate will either live in London or be able to travel here regularly.

What to expect working at elm:

• Flexible working and autonomy
• Genuine ownership and progression
• A small, ambitious team building something meaningful in FMCG tech
• You can learn more about us at getelm.co