ABOUT THE ROLE
We are looking for a driven and experienced Senior Account Manager to join our growing Customer Success team. In this role, you will serve as the primary point of contact for a portfolio of our most strategic clients, responsible for nurturing long-term relationships, ensuring client satisfaction, and identifying growth opportunities. You will collaborate cross-functionally with Sales, Product, and Support teams to deliver outstanding value and outcomes for our customers.
KEY RESPONSIBILITIES
- Own and manage a portfolio of high-value accounts, serving as the main relationship owner and trusted advisor.
- Develop and execute tailored success plans aligned with each client's business goals and KPIs.
- Drive customer retention by proactively identifying risks, resolving escalations, and ensuring client satisfaction.
- Identify upsell, cross-sell, and expansion opportunities within existing accounts and collaborate with the Sales team to close.
- Conduct regular business reviews (QBRs) with key stakeholders to track progress, present insights, and reinforce value.
- Onboard new clients and ensure smooth handoff from the Sales team, setting expectations and success metrics.
- Monitor account health metrics and usage data to proactively address adoption challenges.
- Act as the voice of the customer internally by channeling feedback to Product, Engineering, and Leadership.
- Mentor junior account managers and contribute to team best practices and playbooks.
- Maintain accurate records of client interactions, forecasts, and account plans in the CRM system.
REQUIRED QUALIFICATIONS
- 5+ years of experience in account management, customer success, or a client-facing commercial role.
- Demonstrated track record of retaining and growing a portfolio of enterprise or mid-market accounts.
- Strong communication and presentation skills, with the ability to engage C-level stakeholders.
- Proven ability to manage complex relationships and navigate difficult conversations diplomatically.
- Analytical mindset with the ability to interpret data and translate insights into action plans.
- Highly organized, self-motivated, and able to manage multiple priorities simultaneously.
PREFERRED QUALIFICATIONS
- Experience in a SaaS or technology company environment.
- Background in consultative selling or value-based account management.
- Bachelor's degree in Business, Communications, or a related field.
