Be the trusted face of Airship for our most valuable customers

📍  Location: Hybrid – Sheffield office (4 days in the office) or London (Remote)

⏱   Hours: 37.5 hours a week

💰 Base Salary: £28,000–£38,000 depending on experience and location. London-based roles attract a weighting to reflect cost of living.

Are you the kind of person who builds genuine relationships, thinks strategically about what customers actually need, and gets real satisfaction from helping businesses thrive?

We’re looking for a Strategic Account Manager to be the trusted face of Airship for our most valuable Plus and Expert tier customers. This isn’t a typical account management role — you’re not just keeping customers happy, you’re becoming a trusted partner to their team. You’ll build deep, long-term relationships with senior stakeholders, help them unlock maximum value from Airship and Toggle, and work hand-in-hand with our Commercial Account Managers to drive growth.

This is a role for someone who is naturally curious, relationship-driven, and excited about using AI tools to work smarter — thinking bigger and delivering more for every customer they touch.

About Airship/Toggle

Airship/Toggle is a leading hospitality SaaS company on a mission to help our customers deliver exceptional guest experiences. Our platforms simplify operations, enhance communication, and unlock revenue growth for hospitality businesses across the UK.

We pride ourselves on a culture of collaboration, innovation, and thoughtful excellence — where every team member takes ownership, makes an impact, and contributes to the success of our customers.

We’re also an AI-first team. We believe the best people are the ones who embrace new tools and actively look for smarter, faster ways to do great work — and we invest in making that possible.

What you’ll do

Relationship Management

• Serve as the primary point of contact for a portfolio of Plus and Expert tier customers.
• Build deep, trust-based relationships with key stakeholders — from day-to-day users to senior decision makers.
• Conduct regular scheduled meetings (QBRs, check-ins, strategy sessions) to understand evolving customer needs and priorities.
• Act as a genuine advocate for your customers internally — championing their feedback, flagging issues early, and ensuring they feel heard.

Proactive Success & Value Delivery

• Develop and maintain tailored success plans for each customer, aligned to their specific business goals.
• Proactively share product updates, best practices, and new features relevant to each customer’s use case.
• Ensure customers have a comprehensive understanding of how to get the most out of both Airship and Toggle.
• Identify early signs of disengagement or risk and take action to address them before they escalate.
  Partnership with Commercial Account Managers
• Work closely with Commercial Account Managers to identify upsell and cross-sell opportunities within your portfolio.
• Pass qualified commercial opportunities to Commercial Account Managers in a timely and well-briefed manner.
• Ensure a seamless handoff so that commercial conversations feel natural and aligned with the customer relationship.

Internal Liaison & Influence

• Serve as the voice of your customers internally — sharing insights with Product, Support, and Marketing to inform roadmap and strategy decisions.
• Contribute content and use cases to help develop compelling customer case studies.
• Collaborate with the broader Customer Success team to share best practices and build a consistent approach to strategic account management.
• Represent Airship at key customer events, industry events, and site visits where appropriate.

AI-First Ways of Working

• Actively seek out and apply AI tools — particularly Claude — to improve the quality and efficiency of your customer work.
• Use AI to sharpen your communication, prepare for customer conversations, and surface insights across your portfolio faster.
• Help shape how we use AI as a team, sharing what’s working and contributing to a culture of continuous improvement.

About you

• A proven relationship builder with demonstrable experience managing senior-level client relationships in a B2B context.
• A strategic thinker who can deeply understand a customer’s business and connect their goals to our product capabilities.
• An exceptional verbal and written communicator — confident presenting to senior stakeholders and training users.
• Proactive and solution-oriented: you pre-empt problems rather than waiting for them to arise.
• A strong cross-functional collaborator, comfortable working alongside commercial and technical colleagues.
• Highly organised with the ability to manage multiple high-priority accounts with structured cadences and consistent follow-through.
• AI-curious and proactive: you don’t wait to be shown how to use new tools –  you explore, experiment, and find ways to work smarter.

Bonus points if you have:

• Experience in hospitality or hospitality tech (SaaS).
• Familiarity with Pipedrive, Trello and Intercom.
• Experience managing a tiered or premium client portfolio.
• A background in consultative or solution-based customer success roles.

Our Values

Positive Impact: Bring energy, optimism, and a solution-focused mindset. Approach interactions with the intent to leave people and situations better than you found them.

Own it, Together: Take initiative, show accountability, and share responsibility for collective success.

Thoughtful Excellence: Act with integrity, speed, and attention to detail, considering the bigger picture and real-world impact.

What success looks like

Retention Rate: Maintaining a high retention rate across the Plus and Expert portfolio.
Customer Health Scores: Improving engagement and health scores across managed accounts.
CSAT / Advocacy: Driving positive sentiment, referrals, and case study participation.
Growth Contribution: Volume and quality of commercial opportunities passed to Account Managers.
Meeting Completion: Percentage of portfolio receiving regular structured review meetings.

Our benefits

33 Days Holiday (incl. bank holidays) – increases with length of service
An extra day off for your birthday
Buy and sell holidays
Flexible hybrid working
Vitality Health Insurance
Company pension scheme
Cycle to work scheme
Electric car scheme – salary sacrifice
2 paid volunteering days
Access to counselling and advice via our EAP
Free fruit, cereal, yoghurts and refreshments in the office

Ready to apply?

If you’re ready to build deep relationships with some of the UK’s best hospitality businesses, drive real impact across a premium portfolio, and bring an AI-first mindset to everything you do — we’d love to hear from you!

We are committed to creating a diverse and inclusive environment and welcome applications from all backgrounds. The successful candidate will need to have the right to work in the UK. Please note that we are unable to provide sponsorship for this role.