Account Manager - Laboratory Services

About the role

We are seeking a commercially‑driven Account Manager to act as the strategic bridge between our clients and a US‑based FDA‑registered, ISO‑17025 accredited microbiology laboratory. You will manage a portfolio of sophisticated B2B customers in highly regulated sectors such as pharmaceuticals, medical devices, cosmetics and food, ensuring satisfaction, retention and growth.

Key responsibilities

• Serve as the primary point of contact for an assigned client portfolio, coordinating expectations and laboratory timelines.
• Own the commercial health of each account, driving renewals, retention and Net Revenue Retention.
• Identify cross‑selling and expansion opportunities by understanding client needs and technical requirements.
• Manage multiple active projects simultaneously, facilitating clear communication between clients and internal technical teams.
• Handle escalations with empathy, resolving issues while preserving long‑term partnership integrity.
• Maintain accurate records in HubSpot, tracking interactions, project status and revenue forecasts.
• Monitor performance indicators such as reorder rates, churn and client satisfaction scores.

Required profile

• Minimum 3 years of experience in Account Management, Client Success or Relationship Management.
• Proven track record in a technical, scientific or highly regulated B2B services environment (e.g., clinical, engineering, complex manufacturing).
• Demonstrated commercial accountability, including managing renewals and driving account growth.
• Excellent organisational and communication skills, with the ability to manage multifaceted projects.

Required skills

• HubSpot (CRM) proficiency.