Lead Account Manager

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

📋 Description

• Guide, mentor, and cultivate a team of Account Managers, promoting a high-performance, customer-focused environment.

• Take ownership of the Account Management function's success by enhancing customer retention, expansion, and long-term satisfaction.

• Develop and sustain executive-level relationships with key customers, acting as a point of escalation for intricate business and technical issues.

• Collaborate closely with Sales, Customer Success, Product, and Engineering teams to ensure customers derive maximum value from ScaleOps.

• Advise the team on account strategy, executive communications, renewals, and opportunities for expansion.

• Propel revenue growth through renewals, upsells, and cross-sells while ensuring the team consistently achieves or surpasses its targets.

• Create and refine account management processes, playbooks, KPIs, and operational best practices as the organization grows.

• Track customer health, adoption, and business outcomes, proactively identifying risks and potential opportunities within the customer portfolio.

• Assess account performance, pipeline, and forecasts, delivering visibility and actionable insights to leadership.

• Ensure precise CRM hygiene and reporting, keeping clear documentation of customer interactions, renewals, and expansion efforts.

• Partner with Enablement and Leadership to onboard, train, and continuously develop the Account Management team.

⛳️ Requirements

• Over 5 years of experience in Account Management, Customer Success, or a similar customer-facing role within a B2B SaaS or cloud technology firm, with a focus on the DevOps sector.

• More than 2 years of experience leading customer-facing teams.

• Demonstrated success in driving customer retention, expansion, and long-term customer outcomes.

• Strong skills in leadership, coaching, and people development.

• Exceptional executive presence and communication abilities, with a talent for building trusted relationships across all organizational levels.

• Highly organized with the capacity to prioritize, manage multiple initiatives, and drive execution in a dynamic environment.

• Strong analytical and problem-solving abilities paired with a proactive, ownership-driven approach.

• Experience with CRM and customer success platforms such as Salesforce, Jira, Confluence, and Grafana, or similar tools.

• A collaborative leadership style and a strong orientation towards cross-functional teamwork.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible working hours.

• Opportunities for professional development and career advancement.

• Dynamic work environment with a focus on innovation and teamwork.