Account Manager, Communities

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 "sticky" master service agreements.

Strategic Account Governance

• Maintain and deepen relationships with key decision-makers in e-commerce, MarTech, and performance marketing to ensure solution remains a top-tier budget priority.
• Lead high-impact Executive Business Reviews (EBRs) that translate technical performance data into customer acquisition ROI, conversion rate optimization, and business objectives.
• Act as a strategic liaison between commercial clients and Product team, providing retail-specific 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, with preference for experience in apparel, consumer electronics, home goods, and/or sports and outdoors segments.
• 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 for large internet retailers to capture every available brand and subsidiary.
• Experience working closely with internal teams including Marketing, Solutions Consulting, and Customer Success.
• Entrepreneurial personality comfortable in a growth-stage startup with minimal guidance.
• Superb planning, time management, and consultative problem-solving skills.

Key Performance Indicators

• Gross Retention Rate (GRR): Existing contracts renew on time.
• Net Revenue Retention (NRR): Growth via upsells and cross-sells.
• Pipeline Velocity: Speed of expansion opportunities through procurement funnel.