LUCERIA
Sign in
Sales and marketing · Mid level · UK and US conventions noted

Account manager (B2B software): resume example, explained

This fictional example shows an account manager looking after 48 accountancy-practice customers of a payroll software company and applying for a senior account manager role: retention is given as both a revenue and a logo figure for a stated year, expansion is separated from renewals and attributed honestly, and quarterly business reviews and escalations are described by what they produced. Each decision is explained, four weak bullets are rewritten from the fictional evidence behind them, and the editable download lets you replace every figure with your own. Nothing here describes a real person or a real employer.

Illustrative example. An illustrative, invented account manager with four years managing a renewals and expansion book at a fictional payroll software company, promoted from customer support, applying for a senior account manager role with a larger, higher-value portfolio at another fictional software company. Every employer, date and figure is fictional.

Editable version of this example (.docx)

The example document

Kwame Lindqvist-Boateng

Account Manager · B2B software renewals and expansion · 48 accounts, about £1.1m opening 2025 ARR

Glasgow · 07700 900 629 · kwame.lindqvist-boateng@example.com

Profile

Account manager owning renewals and expansion since March 2022, after two years in customer support for the same payroll product. The 2025 opening book was 48 accountancy practices worth about £1.1 million in annual recurring revenue. Gross revenue retention was 93% and net revenue retention 106% in 2025, with renewal terms agreed early for most of the largest accounts through quarterly business reviews. Owns escalations end to end and is seeking a senior account manager role with a larger, multi-site portfolio.

Experience

Account Manager — Fictional Ledgerline Payroll Software

March 2022 – present · Payroll and client-reporting software sold to accountancy practices; 2025 opening book of 48 accounts worth about £1.1 million in annual recurring revenue; team of six account managers.

  • Managed an opening 2025 book of 48 accountancy-practice accounts worth about £1.1 million in annual recurring revenue; 44 renewed and gross revenue retention for the year was 93%.
  • Sold reporting and client-portal modules and additional seats to 17 of 48 accounts in 2025, adding about £143,000 in annual recurring revenue (net revenue retention 106%, the two largest expansions closed with a sales colleague).
  • Ran quarterly business reviews with the 15 largest accounts covering usage, open tickets and year-end plans, agreeing renewal terms at least 60 days before expiry for 12 of the 15 in 2025.
  • Owned 19 formal escalations in 2025, introducing an escalation log with same-business-day acknowledgement; 17 of the 19 closed within the agreed service window and none of the accounts involved churned at renewal.
  • Forecast renewals monthly in the CRM with a risk flag and a planned action for every account due within 120 days, so the four 2025 losses were known to the sales director a quarter ahead.

Customer Support Advisor — Fictional Ledgerline Payroll Software

January 2020 – March 2022 · Second-line support for payroll-run and migration queries; around 25 tickets a day across a team of five.

  • Resolved payroll-run and data-migration tickets for accountancy practices, closing around 90% within the one-working-day target across 2021.
  • Wrote the migration checklist the support team now uses for new accounts, cutting repeat tickets in the first month after go-live for practices onboarded in the final two quarters.
  • Promoted to account manager in March 2022 on the strength of product knowledge and customer feedback scores.

Education

  • BA (Hons) Business Studies, Fictional Clydeside University, 2019
  • Negotiation skills course (external provider, two days), 2023
  • Payroll fundamentals certificate (employer-sponsored), 2021

Recognition

  • Retention award, 2024 (highest gross revenue retention among six account managers)

Skills

Renewal forecasting and churn-risk flagging in the CRM · Quarterly business reviews and account plans for senior client stakeholders · Upsell and cross-sell of modules and seats; pricing uplifts and multi-year terms · Escalation handling, escalation logs and service-window tracking · Payroll product knowledge and migration onboarding · Commercial negotiation on renewals

Bullet rewrites, and the evidence behind them

Each rewrite was produced by asking an evidence question and using only the (fictional) answer. No number appears in a rewrite that is not in its evidence.

  1. Before

    Managed a portfolio of key accounts.

    Evidence question

    How many accounts, what were they worth, and what happened to them over the year?

    Evidence (fictional)

    Opening 2025 book of 48 accountancy-practice customers worth about £1.1 million in annual recurring revenue; 44 renewed that year; gross revenue retention was 93%.

    After

    Managed an opening 2025 book of 48 accountancy-practice accounts worth about £1.1 million in annual recurring revenue; 44 renewed and gross revenue retention for the year was 93%.

  2. Before

    Grew accounts through upselling.

    Evidence question

    What did you sell, to how many of your accounts, and how much did it add?

    Evidence (fictional)

    Reporting and client-portal modules plus additional user seats sold to 17 of the 48 accounts during 2025, adding about £143,000 in annual recurring revenue; net revenue retention finished at 106%; the two largest expansions were closed jointly with a sales colleague.

    After

    Sold reporting and client-portal modules and additional seats to 17 of 48 accounts in 2025, adding about £143,000 in annual recurring revenue (net revenue retention 106%, the two largest expansions closed with a sales colleague).

  3. Before

    Held regular review meetings with clients.

    Evidence question

    Which clients, how often, what did you cover, and what did the meetings produce?

    Evidence (fictional)

    Quarterly business reviews with the 15 largest accounts covering usage, open support tickets and the practice's year-end plans; renewal terms agreed at least 60 days before expiry for 12 of those 15 accounts in 2025.

    After

    Ran quarterly business reviews with the 15 largest accounts covering usage, open tickets and year-end plans, agreeing renewal terms at least 60 days before expiry for 12 of the 15 in 2025.

  4. Before

    Dealt with customer complaints and escalations.

    Evidence question

    How many escalations, what standard did you work to, and how did they end?

    Evidence (fictional)

    19 formal escalations owned in 2025, mostly payroll-run errors and migration delays; introduced an escalation log with same-business-day acknowledgement; 17 of the 19 closed within the agreed service window and none of the 19 accounts churned at renewal.

    After

    Owned 19 formal escalations in 2025, introducing an escalation log with same-business-day acknowledgement; 17 of the 19 closed within the agreed service window and none of the accounts involved churned at renewal.

Try it on your own bullets with the bullet workbench, which asks the same questions and never adds a figure you did not supply.

Transferable skills in this example

  • Renewal forecasting and risk flagging

    Evidence: Monthly CRM forecast with a risk flag and planned action for every account due within 120 days; losses known a quarter ahead.

    Where it helps: Revenue operations, customer success leadership, project management and any role that forecasts to a director.

  • Running structured reviews with senior client stakeholders

    Evidence: Quarterly business reviews with the 15 largest accounts, covering usage, tickets and the client's own plans.

    Where it helps: Consulting, client services, programme management and partnership roles.

  • Escalation handling under pressure

    Evidence: 19 escalations in a year with a same-day acknowledgement standard, a log and a closure rate within the service window.

    Where it helps: Service management, operations, complaints handling and team-lead roles in support.

  • Commercial negotiation on renewals

    Evidence: Agreed renewal terms including pricing uplifts and multi-year options early for most of the largest accounts.

    Where it helps: Procurement, contract management, partnerships and sales roles.

Occupation notes

Hard requirements

  • A record of retention and expansion in a book of comparable size and type is the practical requirement; adverts usually state portfolio size, account tier (small business, mid-market or enterprise) and whether the role carries a quota, so mirror the terms that are true of your record and state your gross and net retention with the year.
  • Experience with the employer's CRM and renewal-forecasting process is normally expected; describe the forecasting you actually did, not the software you logged into.
  • Account management in regulated sectors (financial products, medicines, utilities) involves sector rules on what may be said to customers; check the advert rather than assuming none apply. Field-based account roles commonly require a full driving licence.

Vocabulary that belongs on the page

  • Book of business, portfolio, account tier
  • Gross revenue retention (GRR), net revenue retention (NRR), logo churn versus revenue churn
  • Renewal, uplift, multi-year term, auto-renewal
  • Upsell, cross-sell, expansion, land and expand
  • Quarterly business review (QBR), account plan, executive sponsor, stakeholder map
  • Health score, adoption, churn risk, save
  • Escalation, service level agreement (SLA), service window
  • Annual recurring revenue (ARR), annual contract value (ACV)

Pitfalls specific to this occupation

  • 'Retention rate' with no definition or period: the reader cannot tell logo from revenue or gross from net, and will assume the weaker one.
  • Claiming expansion closed by a sales colleague as personal, or quoting the company's net retention as if it were your book's.
  • Describing quarterly business reviews as an activity ('held QBRs') with no outcome such as early renewals, adoption plans or risks logged.
  • Leaving escalations and lost accounts off entirely, so the panel's first probing question meets an unprepared answer; and naming confidential customers or their contract values.

UK and US differences

  • UK: UK adverts often use 'account manager' for a mix of retention and new business; read whether the role carries a new-business target and state your own mix plainly. A UK resume runs to two pages with no photograph, and 'client' and 'customer' are both common.
  • US: US adverts tend to separate 'account manager' (renewals and expansion, usually quota-carrying) from 'customer success manager' (adoption and retention, sometimes without a quota); state gross and net retention and quota attainment by year, use 'resume' and US spellings, and keep to one page for under ten years' experience.

Common questions

What is the difference between gross and net revenue retention on a resume?

Gross revenue retention counts only what existing accounts kept paying, so it can never exceed 100% and shows renewal strength. Net revenue retention adds expansion, so it can exceed 100% and shows growth within the book. Give both with the year; one alone invites the question.

Should I mention accounts I lost?

Yes, in context: how many, why, and what you did about it, as the forecasting bullet in this example does. Interviewers for account roles ask about churn directly, and a prepared, honest answer is stronger than a resume that implies you never lost one.

Keep going

Published 6 November 2026 · Every person, employer and figure in this example is fictional. Drafted with AI assistance and checked against Luceria’s editorial standards.