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 leading 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.

Key responsibilities

• Serve as the primary point of contact for assigned accounts, aligning client expectations with laboratory timelines.
• Own the commercial health of each account, handling renewals, retention, and Net Revenue Retention (NRR).
• Identify cross‑selling and expansion opportunities by understanding technical requirements.
• Coordinate multiple active projects, ensuring seamless communication between clients and internal scientific teams.
• Manage escalations with empathy, preserving long‑term partnership integrity.
• Maintain detailed records in HubSpot, tracking interactions, project status, and revenue forecasts.
• Monitor performance metrics such as reorder rates, logo churn, and client satisfaction scores.

Required profile

• Minimum 3 years of experience in Account Management, Client Success, or Relationship Management.
• Proven success in a technical, scientific, or highly regulated B2B services environment.
• Demonstrated ability to manage renewals and drive account growth.
• Excellent organizational and communication skills, with a calm, detail‑oriented approach.

Required skills

• HubSpot CRM proficiency.
• Familiarity with ASTM, AOAC, and USP standards.