Key Account Manager

Job description

About Us Cachet is building the insurance infrastructure to let Europe's platform economy thrive. We design and operate smart, data-driven insurance solutions for shared mobility, gig work, and digital platforms: fairer pricing, flexible coverage, and real-time risk insights for the operators and people who power the new economy. As our Key Account Manager, you aren't just joining a commercial team. You are the custodian of Cachet's most valuable existing relationships. You will own the renewal, growth, and delivery of the accounts that our revenue depends on, and turn them into the foundation for everything we build next. The Mission Your mandate is to protect and grow the customer base Cachet has already won. You will own the full renewal cycle for every assigned account, tracking risk signals 90+ days in advance, building renewal plans, and closing without surprises. But this role is more than retention. You will identify and drive expansion opportunities, build account development plans, and lead commercial conversations that turn existing accounts into bigger, deeper, longer relationships. You will also be the delivery owner. Cachet makes commitments to key customers on implementations, milestones, and product timelines. When those commitments are made, you are the person the customer holds accountable. You will coordinate across Product, Technology, and Customer Success to ensure what we promise gets delivered, and you will flag risk early, not explain it after the fact. On top of the commercial and delivery work, you will be Cachet's intelligence from the field. You will run structured quarterly business reviews, monitor account health signals, and translate what key customers are asking for into product feedback that actually shapes the roadmap. Reporting directly to the CRO, you will have real commercial ownership, with the structure to act on it and the leadership close enough to back you. Your Commercial Toolkit & Approach Retention: Strategic renewal management 90+ days in advance; multi-threaded relationship development at senior, operational, and technical levels Commercial: Expansion deal structuring, upsell and cross-sell identification, pricing conversations with the CRO, and documented account development plans Delivery: Project milestone ownership, internal coordination across Product and Tech, status reporting, and customer escalation management Intelligence: Quarterly business reviews, account health monitoring and structured product feedback loops Tools: CRM as single source of truth for pipeline, renewal forecasts, and account plans; Google Workspace; project tracking tooling Scope: 40% retention and renewal / 30% expansion and commercial growth / 20% project delivery / 10% voice of customer and product feedback What Success Looks Like 3 Months: You've mapped every key account: renewal dates, health signals, stakeholder depth, and current footprint. The renewal forecast is clean, tracked 90+ days out, and the CRO can rely on it. You know where the risks are and have a plan for each one. 6 Months: Key accounts are renewing on schedule. You've identified at least two genuine expansion opportunities and are actively progressing them. Internal delivery coordination is working: milestones are tracked, customers are informed, and nothing slips without early warning. 12 Months: Renewal rate above 90%. At least one significant upsell or cross-sell closed. Quarterly business reviews are running with every key account. Account plans are documented, current, and actionable, and you're already shaping the next phase of each relationship. What We Expect from You 3–6 years in B2B account management, customer success, or a hybrid commercial/delivery role, ideally in SaaS, insurtech, fintech, or a platform business Working knowledge of insurance products, policy structures, or the insurance sales cycle, ideally in commercial or B2B contexts Experience selling or managing accounts in the insurance or insurtech space Proven track record of renewing and growing a portfolio, with the numbers to back it up Commercially fluent: comfortable structuring expansion proposals, navigating renewal negotiations, and working through pricing logic alongside a CRO Delivery instincts: you track milestones, flag risk early, and coordinate across functions without losing the thread Strong communicator, as effective presenting to a C-suite sponsor as you are troubleshooting with an ops team CRM-disciplined: pipeline, renewal forecasts, and account plans live in the system, not in your head Fluent in English; additional European languages (Estonian, Polish, Latvian, French) are a genuine advantage The Nice-to-Haves Background in a startup or scale-up where ownership was high and structure was built, not inherited Experience managing accounts across multiple European markets simultaneously Familiarity with embedded insurance, B2B2C models, or platform economy businesses Work Setup This is a hybrid role. Our HQ is in Tallinn, where the team works together regularly each week. Remote work is welcome, but we expect monthly in-person collaboration in Tallinn to stay connected and aligned. English is our working language, and EU work authorisation is required. Recruitment Process Overview 1. Intro with the HR (30min) 2. Interview with the CRO (1 h) 3. Case task (max 2 h to prepare) 4. Case presentation (20 min) and interview with the CEO and CRO (40 min) This role is hired on an ongoing basis and applications are reviewed continuously.