Account Manager, Communities

Key Responsibilities

Revenue Ownership & Growth

• Carry and exceed a formal quota composed of both Renewal Revenue (GRR) and Expansion (NRR) within assigned commercial accounts
• Identify "white space" within current customers to expand Community Verification products and drive growth via UX changes
• Lead the end-to-end sales cycle for expansion opportunities, from initial discovery to contract amendment and closing

Renewal & Retention Excellence

• Proactively manage the renewal process starting 180 days out, ensuring zero "dark" periods or budget lapses
• Identify "at-risk" accounts early by monitoring usage health, program performance, and organizational changes
• Navigate complex commercial procurement hurdles and vendor management processes to secure multi-year renewals and master service agreements

Strategic Account Governance

• Maintain and deepen relationships with key decision-makers in procurement, targeting e-commerce, MarTech, and performance marketing personas
• Lead high-impact Executive Business Reviews (EBRs) translating technical performance data into customer acquisition ROI and conversion rate optimization
• Act as a strategic liaison between commercial clients and Product team, providing feedback to influence the roadmap based on retail-specific needs

Qualifications

Experience & Expertise

• 5+ years of experience in a quota-carrying account management, customer success, or "hunter" sales role
• Deep knowledge of e-commerce, MarTech, and performance marketing personas and budgets
• Year-over-year track record of achieving quota, hitting retention targets, and being recognized as a top performer
• Experience managing portfolios and closing opportunities with ACVs ranging from $100k to $1m on 6 to 12 month sales cycles

Skills & Competencies

• Ability to navigate complex retail organizations and holding companies, maintaining account stability during executive transitions
• Skilled at mapping out multi-year growth plans for large internet retailers to capture every available brand and subsidiary
• Experience working closely with internal teams including Marketing, Solutions Consulting, and Customer Success
• Comfortable working in a startup at growth stage with entrepreneurial personality and ability to solve problems with minimal guidance
• Superb planning and time management skills with consultative problem-solving approach

Key Performance Indicators (KPIs)

• Gross Retention Rate (GRR): Ensuring existing contracts renew on time
• Net Revenue Retention (NRR): Growth of the account via upsells and cross-sells
• Pipeline Velocity: Speed at which expansion opportunities move through the commercial procurement funnel

Benefits

• Comprehensive medical, dental, vision, health savings account, flexible spending accounts
• Basic and voluntary life and AD&D insurance, 401(k) with company match
• Parental leave, unlimited paid time off, 8 company-wide holidays
• Short and long-term disability insurance, accident and critical illness insurance
• Referral bonus policy, employee assistance program, pet insurance, travel assistant program
• Wellbeing and childcare discounts, learning and development benefit