Senior Account Manager

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

📋 Description

• Take ownership of revenue retention for designated accounts, which includes renewals, preventing downsells, and mitigating churn.

• Identify accounts at risk by analyzing health signals, usage statistics, commercial indicators, and insights from Customer Success.

• Collaborate with Customer Success to create retention action plans.

• Facilitate complex renewal and commercial negotiations, addressing pricing, contract adjustments, and reinforcing value.

• Establish and nurture relationships with senior stakeholders, economic buyers, and decision-makers.

• Maintain ongoing renewal forecasts that include timing, expected results, risks, mitigation strategies, and impacts on ARR.

• Recognize and prioritize opportunities for account expansion.

• Drive ARR growth through adoption of payments, new messaging use cases, and engagement with additional teams, use cases, and business units.

• Collaborate with Payments to launch capabilities, monitor adoption, and evaluate revenue contributions.

• Develop expansion proposals aligned with customer objectives, usage, adoption statistics, outcomes, and ROI.

• Keep an expansion pipeline and contribute to NRR and expansion ARR.

• Design and implement customer programs that promote product adoption, usage growth, and revenue driven by events.

• Coordinate the launch and scaling of new use cases with Customer Success.

• Evaluate program performance and adapt strategies based on results and feedback.

• Work together with Customer Success, Sales, Payments, Product, Marketing, Partnerships, Finance, and senior leadership.

• Manage renewal and expansion forecasting while ensuring accurate CRM data.

• Monitor KPIs, revenue risks within the portfolio, expansion potential, and commercial outcomes.

• Enhance account management processes to ensure scalability, predictability, and customer impact.

• Comply with the Code of Conduct/Ethics while safeguarding company, client, and consumer information.

⛳️ Requirements

• Over 7 years of relevant experience in SaaS software environments.

• More than 5 years of experience in an account management or commercial ownership role, managing complex enterprise-level customer relationships with significant recurring revenue.

• Proven track record of protecting, renewing, and growing substantial customer revenue portfolios.

• A strong history of meeting retention, renewal, expansion, NRR, GRR, quota, or other pertinent commercial KPIs over several years.

• Experience managing intricate customer relationships involving multiple stakeholders, decision-makers, use cases, and/or business units.

• Demonstrated ability to proactively create opportunities for expansion.

• Capable of identifying and mitigating account risks before they significantly affect renewals or revenue.

• Experience dealing with complex renewals, pricing discussions, contract adjustments, and challenging customer scenarios.

• Ability to work autonomously, take accountability, and direct oneself effectively.

• Proficient in reading, understanding, and navigating software contracts.

• Strong comprehension of pricing models and commercial frameworks.

• Skilled in leading structured pricing and contract negotiations.

• Competent in building and executing comprehensive account plans.

• Proficient in utilizing Salesforce and other relevant platforms effectively.

• Strong discipline in forecasting and a keen attention to CRM accuracy.

• Experience in SaaS account management or similarly complex customer environments; familiarity with texting, communications/CPaaS, payments, consumer finance, lending, accounts receivable management, banking, or financial services is a plus.

🏝️ Benefits

• Remote teams and offices available across the United States.

• Commitment to diversity and inclusion.

• Opportunities for recruitment, retention, career advancement, training, and development.