Account Manager Lead - North America - Enterprise

Leads a team of Enterprise Account Managers, driving customer retention, expansion, and revenue goals in a SaaS AI company. Requires 8+ years in post-sales, 3+ years people leadership, deep AI fluency, and player-coach experience managing key accounts.

About the job

Responsibilities

Lead, coach, and develop a high-performing Enterprise CS team, owning team quota performance, customer retention, and expansion goals.
Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
Drive revenue outcomes - building a team culture where cross-sells and account growth are owned with the same rigor as any quota-carrying sales function.
Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.
Set strategic direction for the team, including how we segment and structure the Enterprise post-sales playbook as the business scales, and ElevenAgents as the agent of choice across the Enterprise portfolio.
Design and implement repeatable playbooks for renewals, upsells, and adoption; embed AI agents and automation into workflows by default to scale team impact.
Champion AI fluency across the team: set expectations, build capability, and create an environment where every team member is actively experimenting with and adopting AI-powered approaches to their work.
Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.
Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.

Requirements

8+ years of experience in Account Management or Customer Success or post-sales roles within SaaS, with meaningful focus on Enterprise accounts.
Proven track record of owning and exceeding revenue targets, with a clear commercial instinct and expansion mindset.
3+ years of direct people leadership experience managing senior AMs/CSMs, driving team quota, and developing talent through coaching and enablement.
Passion for developing people and building a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact.
Deep AI fluency: you use AI tools in your own daily workflow, understand what AI agents and automation can do, and are ready to lead a team through a meaningful shift in how work is designed and executed.
Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios.
Demonstrated success in achieving or exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.
Expertise in post-sales methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment).
Strategic operational thinking: able to make sound decisions around playbook design, segment structure, and cross-sell motion as the business continues to scale.
Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.

Bonus

Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team.