Senior Manager, Commercial Account Management

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

📋 Description

• Lead and mentor Commercial Account Managers.

• Recruit, coach, and nurture team members while establishing expectations, performance metrics, and career development paths.

• Foster a collaborative team environment through coaching, feedback, account evaluations, and performance management.

• Set benchmarks for account planning, customer interaction, CRM integrity, forecasting, and execution.

• Oversee team performance in areas such as gross retention, renewals, expansion, net revenue retention, customer adoption, health, and accuracy of forecasts.

• Convert company objectives into actionable targets, operational rhythms, coverage expectations, and strategic plans.

• Provide leadership with proactive insights into potential risks and opportunities.

• Guide renewal and expansion strategies while assessing complex or high-risk situations.

• Develop repeatable strategies to enhance commercial performance.

• Establish criteria for success planning, value realization, product adoption, executive engagement, and customer health.

• Recognize systemic risks, coordinate mitigation efforts, and enhance early-warning systems.

• Ensure credible engagement on Governance, Risk, and Compliance (GRC) matters and collaborate with Compliance Advisors.

• Act as an escalation leader in complex customer scenarios.

• Conduct reviews on accounts, renewals, expansions, forecasts, risks, and overall performance.

• Utilize Salesforce, customer success platforms, AI, and automation to enhance prioritization, reporting, data accuracy, and engagement quality.

• Collaborate with Solutions Architecture, Support, Sales Engineering, Compliance Advisory, Sales, Product, Marketing, Professional Services, RevOps, Finance, and other cross-functional teams.

• Identify patterns and customer insights to guide product development, onboarding processes, enablement, positioning, and post-sales enhancements.

⛳️ Requirements

• 8+ years of experience in Account Management, Customer Success, Strategic Account Management, Consulting, or a similar post-sales role within B2B SaaS.

• 3+ years of experience supervising quota-bearing Account Managers, Customer Success Managers, or similar post-sales professionals.

• Proven success in leading teams focused on renewals, retention, expansion, customer health, and recurring revenue results.

• Significant experience in Governance, Risk, and Compliance (GRC), security, compliance, identity, or a related regulated technology sector.

• Experience managing and developing mid-market or Commercial customer relationships that involve multiple stakeholders and significant business complexity.

• Strong comprehension of the integrated commercial and customer success dynamics.

• Experience coaching teams in success planning, value realization, risk management, renewal execution, negotiation, and expansion.

• Demonstrated ability to recruit, coach, develop, and maintain high-performing teams.

• Experience in creating or enhancing team-level operational frameworks, including playbooks, coverage models, forecasting, reporting, and cross-functional workflows.

• Strong executive presence and communication capabilities.

• Ability to navigate complex customer organizations with multiple threads.

• Excellent analytical, forecasting, prioritization, and organizational skills.

• Proficient in Salesforce and customer success or revenue management platforms.

• Capable of functioning effectively in a rapidly evolving, high-growth environment.

• Interest in AI and automation as tools to enhance team efficiency and customer interaction.

🏝️ Benefits

• Stock equity.

• Up to 100% employer-covered medical, dental, and vision premiums for employees and their dependents.

• Extensive wellness benefits.

• Healthcare concierge services.

• 401(k) retirement plan.

• Company-sponsored life and disability insurance.

• Tax-advantaged spending accounts.

• Discounted voluntary offerings.

• Paid parental leave after six months of employment.

• Kindbody fertility and family-building benefits.

• Dedicated leave specialists.

• Annual stipends for professional and personal development.

• Internal learning opportunities.

• Flexible vacation policy.

• Paid holidays.