Senior Strategic Account Manager

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

📋 Description

• Collaborate with clients to establish success metrics and showcase measurable business results.

• Communicate return on investment (ROI) to executive stakeholders and position CustomerGauge as a vital strategic partner.

• Oversee the complete strategic account portfolio.

• Meet assigned KPIs and OKRs for strategic accounts.

• Maintain a team Net Retention Rate of 105%.

• Ensure a minimum of one interaction per account each month.

• Conduct 10 Impact Reviews each quarter with key client stakeholders.

• Build and foster long-term relationships with clients.

• Establish trusted executive relationships within customer organizations.

• Address client inquiries and issues promptly.

• Advocate for solutions and innovative ideas that fulfill client needs.

• Serve as a liaison between major customers and internal teams.

• Identify strategic opportunities that enhance customer value and promote long-term revenue.

• Monitor sales performance metrics and report on trends.

• Create monthly, quarterly, and annual reports and forecasts.

• Identify upsell and cross-sell opportunities in collaboration with the commercial team.

• Activate promoters for referrals and additional upsell prospects.

• Connect Executive Sponsors with high-value strategic accounts to mitigate churn risk.

• Recognize and report or escalate churn risks.

• Develop proactive action plans for all accounts.

• Collaborate with Account Services and internal stakeholders to support and develop partner accounts.

• Understand technical inquiries and convey solutions effectively.

• Act as an advocate, culture bearer, educator, and communicator, potentially participating in podcasts or LinkedIn activities.

• Work cross-functionally with Sales, Marketing, Product, and Account Services to drive cohesive customer engagement and commercial success.

• Leverage AI and automation to boost productivity, improve customer engagement, and reduce repetitive tasks.

• Occasionally travel to customer locations, events, company meetings, and global offices.

⛳️ Requirements

• A bachelor's degree is preferred.

• Minimum of 5 years of experience in account management, customer success, support, or service.

• Proficient in explaining concepts and providing training to others.

• Ability to work independently while also functioning effectively in a team.

• Capable of taking ownership of projects.

• Knowledge of customer retention principles.

• Outstanding communication skills.

• Comfortable presenting to key stakeholders within accounts.

• Customer-centric and commercially minded.

• Ability to excel in a dynamic, ever-changing high-tech environment.

• Skilled in multitasking, prioritizing tasks, and organizing work.

• Proficiency in English is required.

• Proficiency in any other European language is preferred.

• Proactive in adopting AI and automation tools and methodologies.

🏝️ Benefits

• Competitive compensation package with an uncapped variable component.

• Health Insurance (Medical, Dental & Vision) with 70% employee contribution.

• Participation in the SAR Plan.

• Unlimited PTO (subject to manager approval).

• Provision of a MacBook.

• Occasional travel to clients and global offices.

• Full-time remote position.

• High-impact role within a rapidly growing industry leader.

• Cross-functional collaboration with Sales, Marketing, Product, and Account Services.

• Opportunities for career advancement and internal development within a fast-growing international SaaS company.

• A diverse and inclusive work environment.

• Exposure to a global, multicultural team.

• Potential career paths leading to product management, pre-sales engineering, education, or people management.