Senior Manager, Commercial Account Management

Responsibilities

• Lead, hire, coach, and develop Commercial Account Managers; set expectations, performance standards, and career paths.
• Build a high-performing team culture through coaching, feedback, account reviews, and fair performance management.
• Establish standards for account planning, customer engagement, CRM hygiene, forecasting, and execution.
• Own team performance across gross retention, renewals, expansion, net revenue retention, adoption, customer health, and forecast accuracy.
• Translate company goals into targets, operating rhythms, coverage expectations, and action plans; provide forward-looking visibility into risks and opportunities.
• Coach renewal and expansion strategy, inspect complex or at-risk situations, and develop repeatable commercial plays.
• Set standards for success planning, value realization, product adoption, executive engagement, and customer health.
• Identify systemic risks, coordinate mitigation, and improve early-warning practices across the team’s book of business.
• Ensure the team can engage credibly on GRC topics and partner effectively with Compliance Advisors.
• Serve as an escalation leader for complex customer situations.
• Run account, renewal, expansion, forecast, risk, and performance reviews.
• Use Salesforce, customer-success or revenue platforms, AI, and automation to improve prioritization, reporting, data discipline, and engagement quality.
• Collaborate with Solutions Architecture, Support, Sales Engineering, Compliance Advisory, Sales, Product, Marketing, Professional Services, RevOps, and Finance.
• Surface customer insights that inform product, onboarding, enablement, positioning, and post-sales improvements.

Requirements

• 8+ years of experience in Account Management, Customer Success, Strategic Account Management, Consulting, or a related post-sales role within B2B SaaS.
• 3+ years managing quota-carrying Account Managers, Customer Success Managers, or comparable post-sales professionals.
• Demonstrated success leading teams responsible for renewals, retention, expansion, adoption, customer health, and recurring-revenue outcomes.
• Experience in GRC, security, compliance, identity, or an adjacent regulated technology environment.
• Experience managing and growing mid-market or commercial customer relationships involving multiple stakeholders and business complexity.
• Strong understanding of commercial and customer-success motions, including success planning, value realization, risk management, renewal execution, negotiation, and expansion.
• Proven ability to hire, coach, develop, and retain high-performing teams.
• Experience building or improving team operating models, including playbooks, coverage models, forecasting, reporting, and cross-functional processes.
• Strong executive presence and communication skills.
• Ability to navigate multi-threaded customer organizations and engage business, operational, technical, and executive stakeholders.
• Strong analytical, forecasting, prioritization, and organizational skills.
• Experience using Salesforce and customer-success or revenue platforms.
• Collaborative, customer-centered leadership style suited to a high-growth environment.
• Curiosity about AI and automation as tools for improving team effectiveness and customer engagement.

Compensation and Benefits

• Stock equity.
• Employer-paid medical, dental, and vision coverage for employees and dependents, with wellness benefits and healthcare concierge services.
• 401(k) plan, company-paid life and disability insurance, tax-advantaged spending accounts, and discounted voluntary benefits.
• Family support benefits.