# Senior Customer Account Manager

**Company:** [Nerdio](https://hotfix.jobs/companies/nerdio)
**Location:** Remote
**Role:** Customer Success
**Salary:** $150k – $170k/yr
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, SaaS, Paas, Iaas, Cloud Computing, Microsoft Azure, Virtual Desktop Infrastructure, CRM, Contract Negotiation, Conflict Resolution, Executive Business Reviews, Customer Success Metrics, AI Tools, It Project Management
**Posted:** 2026-08-27

> Own the post-sale relationship for Enterprise accounts, driving onboarding, adoption, value realization, expansion, renewals, and advocacy. The role requires 8+ years in technology customer success or account management, strong cloud knowledge, executive stakeholder management, forecasting, and CRM expertise.

## Job Description

## 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.

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