Customer Success Account Manager

This is a fully remote position, open to applicants in Massachusetts.

📋 Description

• Report directly to the Chief Customer Officer

• Manage a diverse portfolio of customers across various sizes and industries

• Drive customer retention, renewals, product adoption, and growth within the customer portfolio

• Develop and implement strategic account plans that include success criteria, stakeholder maps, and value milestones

• Conduct regular Business Reviews to link the usage of Redpoint solutions to business outcomes and uncover expansion opportunities

• Provide guidance to customers on use cases, Redpoint product features, and industry best practices

• Oversee onboarding and promote ongoing adoption through health checks, success plans, and outcome assessments

• Coordinate efforts among Sales, Professional Services, Support, and Product for each account

• Identify, assess, and advance expansion opportunities in collaboration with Sales

• Manage the renewal process, provide accurate forecasts, assess churn risk, and safeguard the customer base

• Relay customer feedback to Product and collaborate on feature prioritization

• Proactively address and mitigate risks and issues before they impact customers

• Gain working fluency in areas such as Redpoint data readiness, ETL, data quality, identity resolution, customer data integration, campaign orchestration, and channel integrations

• Advise customers on use-case design and foundational data for AI and personalization projects

• Perform additional responsibilities as assigned

⛳️ Requirements

• 3–5 years of experience in a similar position

• Proven track record managing a portfolio of enterprise and mid-market accounts with measurable retention and renewal success

• Experience engaging with senior stakeholders, including executive sponsors, at enterprise-level customers

• Ability to create account roadmaps, multi-thread across stakeholders, and advocate for customer interests internally

• Experience leading discussions around renewals

• Proven ability to coordinate cross-functional teams across Sales, Services, Support, and Product

• Capability to work independently with minimal supervision

• Bachelor's degree is mandatory

• 3–5 years of experience in Customer Success or Account Management required

• Familiarity and experience with data readiness and data quality

• Knowledge and experience in Identity Resolution / Customer Data Integration

• Expertise in Customer Data Platforms (CDP)

• Experience in preparing and governing data for AI and machine-learning applications

• Knowledge and experience in Marketing Campaign Management

• Familiarity with Customer Engagement strategies

• Understanding of Omnichannel Marketing & Personalization approaches

• Must be eligible to work for any US employer; sponsorship is not available

🏝️ Benefits

• Competitive Medical, Dental, and Vision Insurance

• Flexible leave policy – take the time you need, when you need it

• 10 company-paid holidays