Why join us?

Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership.

Big tech impact, without the big tech ick.

Role Purpose

This role exists to maximise renewed revenue across the Digital segment. It delivers a world-class renewal experience for customers, reduces renewal friction in the Go-to-Market (GTM) selling motion, and ensures alignment toward Gross Dollar Retention (GDR) goals.

Account Associates maintain a consistent renewal framework for global GTM teams — diagnosing inefficiencies and optimising processes. Once established, the focus extends from retention to growth: surfacing expansion opportunity by leveraging product and commercial growth levers across the base.

How this role works

This is a sales support role established to restore selling capacity to Account Executives and developing optimised renewal processes for our customers. The regional Expansion Account Executives carry the renewal and expansion number; this role owns the processes behind it — preparing groundwork ahead of each renewal conversation, assuming the administrative workload and progressively automating that process to continuously refine workflows.

Key Responsibilities

Own the end-to-end renewal cycle for an assigned book of Digital accounts — quotes, contract changes, approvals and documentation prepared in line with cadenced timelines

Act as the single point of renewal support for Expansion Account Executives in your region — turn account history, usage and health data into a pre-call brief, then carry follow-up and paperwork to signature.

Prevent and resolve failed automatic renewals, billing breakdowns and account blockers — diagnose the root cause, fix the process failure, and route genuine churn intent to the Account Executive.

Maintain accurate and timely forecasting renewal data — status, risk flags, exceptions and expansion signals across suite of tools (Salesforce, Gong, Gainsight)

Restore Account Executive selling capacity — diagnose and automate inefficient processes and convert repeatable work into templates and playbooks.

As foundations hold, surface and nurture expansion indicators across regional book — leverage new products, features and commercial options into growth opportunity at renewal for Account Executives

What This Role Is Not

Does not carry the renewal or expansion revenue target — the Expansion Account Executive owns the number; this role enables it

Does not build the automation — Revenue Operations and Systems will build where diagnosis and requirements require

Is not a Customer Success Manager role or a support queue — it does not own the ongoing customer relationship or health, and blockers are cleared or routed, not absorbed.

Required Skills & Experience

Technical Skills

Delivers renewals, sales support or account operations at high volume in a Software as a Service (SaaS) business, holding accuracy and cycle time across a large book.

Improves a process rather than following one — documents how work happens today and specifies a better version clearly enough for a systems team to build, with a measured baseline.

Works confidently in Salesforce, Gainsight or equivalent Customer Relationship Management (CRM) tooling, and reads the signals in it — billing failures, usage drop-off, contract mismatches, expansion triggers — as a recommendation with an owner and an outcome.

Strong command of written and spoken English, with confidence in customer-facing communication, live renewal discussions and internal process documentation without heavy review

Behavioural Skills

Improves the system, not the ticket — uncomfortable doing the same manual task twice.

Makes others successful — measures performance by impact to Account Executives and broader Go-to-Market teams.