Senior Customer Account Manager

Responsibilities

• Own the strategic post-sale relationship for a portfolio of Enterprise accounts.
• Serve as the primary customer contact from deal close through onboarding, value delivery, expansion, and renewal.
• Develop onboarding plans with customers and internal teams, including Technical Account Managers, Account Executives, Solutions Engineers, and Training.
• Lead Executive Business Reviews (EBRs/QBRs), connect progress to customer goals, align on roadmaps, and engage stakeholders.
• Monitor account health using data-driven insights and engagement signals; identify risks and coordinate mitigation.
• Identify, qualify, and route upsell and cross-sell opportunities in partnership with Account Executives.
• Lead the commercial renewal process, including early value validation and execution through signature.
• Drive customer advocacy through testimonials, case studies, community engagement, Training Camps, and the Customer Advisory Board.
• Forecast accurately and analyze customer success metrics such as GRR and NRR.

Requirements

• 8+ years of experience in customer success or account management, preferably in the technology industry.
• Experience in an XaaS business such as SaaS, PaaS, or IaaS; experience supporting IT Operations, Finance, and Software Engineering customers is preferred.
• Expertise in contract negotiation and conflict resolution.
• Experience managing enterprise customer relationships at all organizational levels, including VP-level and above stakeholders.
• Experience facilitating executive-level business reviews and applying the LAER model: land, adopt, expand, retain.
• Ability to recognize, qualify, and route expansion opportunities.
• Strong forecasting, account health analysis, and customer relationship management skills.
• Ability to articulate a technically oriented value proposition.
• Strong understanding of cloud computing, IT services, or related fields.
• Experience managing customer accounts end-to-end, including handoffs, onboarding, renewals, and escalations.
• Exceptional collaboration skills with Technical Account Managers and Sales.
• Proficiency with CRM software and relevant customer success tools.
• Ability to analyze customer success metrics and derive actionable insights.
• Comfortable using AI tools for account research, preparation, and reporting.

Nice-to-Haves

• Familiarity with Virtual Desktop Infrastructure (VDI), Microsoft Azure, and cloud services.
• Knowledge of IT project management methodologies and best practices.

Compensation and Benefits

• $150,000–$170,000 base salary with a commission plan.
• Stock options.
• Health and welfare plans.
• Life and disability plans.
• Retirement plan.
• Unlimited flexible paid time off, including a birthday day off.