Senior Account Manager

This is a fully remote position, open to applicants in Alabama, +23 more states.

📋 Description

• Oversee a portfolio of 20–40 accounts throughout onboarding, fulfillment, renewal, and upselling phases.

• Enhance customer value by assisting institutions in achieving full platform adoption and meeting their desired learning objectives.

• Convert data-driven insights into actionable strategies and engaging presentations.

• Establish and nurture collaborative relationships with institutional stakeholders, such as superintendents, provosts, deans, administrators, and instructional designers.

• Track customer adoption rates and formulate strategic plans to boost platform usage.

• Organize and facilitate professional development workshops and seminars for faculty and educators.

• Convey event objectives and prerequisites to Curriculum Success Managers who are responsible for conducting training sessions.

• Assess contract health scores and pinpoint accounts that may be at risk of churn.

• Execute targeted interventions to tackle customer challenges and enhance satisfaction.

• Act as a subject matter expert regarding Packback platform features and updates.

• Maintain an in-depth understanding of Packback’s AI-driven features and enhancements to user experience.

• Identify and develop repeatable solutions for known issues, particularly for new systems.

• Travel domestically up to 25% to connect with key decision-makers.

• Contribute to Packback’s mission of enhancing educational outcomes through technology that promotes writing, critical thinking, and student-centered learning.

⛳️ Requirements

• A minimum of 5 years of experience in Account Management within the education technology and/or SaaS sector.

• Proven experience in multi-threading and establishing relationships with executive-level stakeholders (e.g., Provosts, VPAA, etc.).

• A demonstrated history of managing and expanding complex enterprise accounts involving multiple stakeholders and various contract durations.

• A successful track record of achieving or surpassing revenue retention and growth goals (e.g., NRR, GRR, upsell/cross-sell targets).

• Experience collaborating with a Customer Success Manager and working cross-functionally with Sales, Product, Support, and Marketing teams.

• Strong comprehension of the Higher Education landscape, including institutional decision-making frameworks, academic workflows, and challenges in technology adoption.

• Willingness to travel as needed, up to 25% of the time.

• Must be authorized to work for any employer in the U.S. without sponsorship.

• Must reside in one of the eligible states: Alabama, Arkansas, Arizona, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Iowa, Illinois, Indiana, Kentucky, Massachusetts, Maryland, Michigan, New Jersey, North Carolina, New York, Ohio, Pennsylvania, Rhode Island, South Carolina, Texas, Virginia, Washington, or Wisconsin.

🏝️ Benefits

• 12 weeks of paid leave for welcoming new children.

• Various Health and Welfare Benefit Options (Medical, Dental, Vision).

• 401k plan with employer matching.

• Flexible and Remote Work Opportunities.

• Unlimited Paid Time Off (PTO).

• Employer Assistance Program (EAP).

• Subscriptions to Calm and DoorDash.

• Career development paths supported by training and resources.