Account Manager
Manages portfolio of existing accounts, driving retention, renewals, upsells, and customer satisfaction through proactive health monitoring, QBRs, and cross-functional collaboration. Requires 2-5 years in account management or customer success with technical acumen in SaaS/cloud.
Responsibilities
- Serve as the main point of contact for a portfolio of existing accounts.
- Monitor account health metrics (usage, billing, feature adoption, churn risk) and proactively intervene.
- Drive renewals, upsells, and cross-sells by identifying expansion opportunities (e.g. more GPU capacity, new feature modules, premium support plans).
- Conduct business reviews (QBR/MBR) to update clients on ROI, roadmap, usage insights, and new offerings.
- Liaise with product, engineering, and support teams to resolve customer issues, advocate for feature enhancements, and remove blockers.
- Build account plans, forecasts, and growth strategies for each client.
- Track key account metrics (e.g. churn rate, net revenue retention, expansion revenue, customer satisfaction) and report them to leadership.
- Handle contract renewals, negotiation, and escalations.
- Maintain accurate data in CRM (deal pipeline, account notes, forecasts).
- Occasionally assist in onboarding or transitions of new clients within your portfolio.
- Periodic travel to visit top customers or represent Runpod at key industry events.
Requirements
- 2–5 years of experience in account management, customer success, or post-sales roles (ideally in SaaS, cloud, or infrastructure).
- Strong technical acumen with the confidence to engage both developers and executives.
- Strong relationship skills; ability to manage multiple stakeholders (technical and business).
- Good understanding of metrics like churn, usage, ARR/MRR, net revenue retention.
- Comfortable analyzing usage data, spotting trends, and making recommendations based on that.
- Excellent communication (verbal and written) and presentation skills.
- Proficiency with CRM, analytics tools, and Slack-like collaboration platforms.
- Self-starter and ability to take ownership of accounts end-to-end.
Nice-to-Haves
- Familiarity with cloud, GPU infrastructure, AI/ML, or developer tooling.
Compensation
- Competitive OTE: $130,000 - $250,000 (base plus commission).
- Meaningful equity (stock options).
- Generous medical, dental & vision plans (100% coverage for employees).
- Flexible PTO.
- $1,200 Home Office & Equipment Stipend.
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