Account Manager

Key Responsibilities

• Own the end-to-end relationship with assigned customers, including renewals, upsells, and overall satisfaction.
• Develop and execute strategic account plans outlining renewal schedules, expansion roadmaps, and adoption KPIs.
• Use product usage data and engagement analytics to identify upsell opportunities and drive customer expansion.
• Collaborate with Sales and Account Executives to generate and close cross-sell leads.
• Ensure strong product adoption by enabling customer teams, promoting feature utilization, and sharing best practices.
• Anticipate churn risks and implement proactive retention strategies and stakeholder engagement plans.
• Conduct regular Business Reviews with clients to communicate value, adoption trends, and future opportunities.
• Serve as the voice of the customer within internal teams (Product, Support, Marketing), channeling actionable feedback.
• Maintain accurate and up-to-date tracking of renewal pipelines, expansion potential, and account health in CRM systems.

Qualifications & Skills

• 1+ years of experience in Customer Success, Account Management, or Renewal Sales within a SaaS or digital solutions environment.
• Proven track record of meeting or exceeding renewal and upsell revenue targets.
• Strong understanding of SaaS customer success metrics, such as CSAT, NPS, adoption rate, and customer health scores.
• Ability to build and maintain trusted advisor relationships with senior stakeholders and decision-makers.
• Commercially savvy with experience in developing account growth strategies and handling contract renewals.
• Proficient in CRM systems (e.g., Salesforce) and customer analytics tools.
• Excellent communication, presentation, and stakeholder influencing skills.
• Highly organized, self-driven, and capable of managing multiple complex accounts simultaneously.
• Bachelor's degree required; MBA preferred.