Account Manager, Communities
Senior quota-carrying Account Manager responsible for retention and expansion of commercial accounts in the Communities segment. Drive GRR and NRR through renewals, upsells, and strategic account governance.
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
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 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
- Superb planning and time management skills with consultative problem-solving abilities
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
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