Strategic Account Manager

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

📋 Description

• Act as the main business point of contact for a designated portfolio of customers, including mid-market and enterprise accounts.

• Establish and nurture robust relationships with executive sponsors, business stakeholders, and key decision-makers.

• Exhibit a thorough comprehension of the customer journey, encompassing implementation milestones, time-to-value benchmarks, and the transition from onboarding to ongoing success.

• Implement proactive health measurement practices to identify risk signals early and initiate interventions before problems escalate.

• Collaborate with Technical Account Management and Support teams to ensure customers consistently realize their expected outcomes.

• Proactively oversee renewal timelines, identify risks early, and formulate mitigation strategies with clear ownership.

• Track account health and customer engagement metrics through CRM and health scoring tools to proactively address churn signals.

• Ensure accurate and up-to-date information in CRM, including: account health scores, stakeholder maps, open risks, and renewal status.

• Utilize Account Management best practices regarding health scoring, engagement cadences, and escalation frameworks to systematically manage portfolio risk.

• Identify and cultivate opportunities for expansion, upselling, and cross-selling within existing accounts.

• Map customer organizations to reveal additional stakeholders, departments, and use cases.

• Align Dizzion solutions with the evolving business needs of customers to clearly delineate paths to additional value.

• Assist in contract negotiations and expansion discussions to promote revenue growth and enhance customer value.

• Serve as the internal advocate and coordinator for assigned customers.

• Collaborate closely with Product, Support, Engineering, and Operations teams to address customer challenges and enhance the customer experience.

• Facilitate communication between customers and internal stakeholders to ensure alignment and accountability.

• Gather customer feedback and market insights to inform improvements in products and services.

• Aid customers in defining, tracking, and communicating the business value of their Dizzion investment.

• Convert technical platform capabilities into concrete business outcomes for non-technical stakeholders.

• Initiate adoption initiatives that boost platform utilization, enhance customer satisfaction, and promote long-term retention.

• Support customer reference, case study, and advocacy programs where applicable.

⛳️ Requirements

• Proven experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS environment.

• Strong understanding of the complete customer lifecycle—from implementation and onboarding through renewal and expansion—and the ability to manage it proactively.

• Proficient in CRM tools (Salesforce preferred) and health scoring methodologies; comfortable utilizing data to inform decisions.

• Demonstrated capability to manage a portfolio of accounts while balancing retention risk, expansion opportunities, and executive relationships.

• Technical curiosity and the ability to comprehend and articulate a cloud-based platform to both technical and non-technical audiences.

• Exceptional communication, presentation, and organizational skills.

🏝️ Benefits

• Comprehensive medical coverage (including telehealth services)

• Dental and vision insurance plans

• Employee assistance program

• Employer-paid basic life insurance and AD&D coverage

• 401(k) retirement savings plan

• Flexible paid time off—work hard and take time when you need it

• Generous holiday schedule

• Optional short and long-term disability plans

• Fantastic coworkers!