Account Manager

About the role

The ArrowStream Account Manager is responsible for building and maintaining multi-threaded relationships within customer organizations, including Executive and User level stakeholders. The role drives customer retention and grows revenue through renewals, cross-sells, and upsells. They serve as the primary liaison between customers, ArrowStream, and BEP brands, while developing and maintaining technical proficiency in the ArrowStream platform and relevant BEP tools.

Responsibilities

• Serve as the primary owner of the customer relationship, tasked with driving retention, growth, and product adoption across the ArrowStream and Buyers Edge Platform (BEP) portfolios.
• Build and maintain multi-threaded relationships across customer organizations, including Executive & User stakeholders through structured recurring engagements, on-site meetings, and Business Reviews.
• Lead Executive Business Reviews that demonstrate ROI, strategic alignment, and the system’s long-term business value.
• Own customer communication on behalf of ArrowStream, serving as the primary point of contact and ensuring timely, professional, and value-driven engagement across all touchpoints.
• Maintain high established standards of account retention for the assigned customer portfolio; own and lead the full renewal cycle for assigned accounts, including contract preparation, presentation, negotiation, and timely closure.
• Identify and pursue upsell and cross-sell opportunities while partnering with ArrowStream and BEP brand teams to execute.
• Proactively review account health scores and usage data to identify retention risk and execute mitigation strategies.
• Develop and maintain proficiency in the ArrowStream system and relevant BEP brands, serving as a strategic product advisor who connects system features and capabilities directly to customer business outcomes and ROI.
• Act as a product advisor who maps platform capabilities directly to customer business goals.
• Capture & translate customer feedback and enhancement requests into prioritized, actionable data for the Product team.
• Maintain accurate, real-time records in the CRM database. Document detailed customer insights, including organizational changes that could impact account stability.
• Act as the internal advocate and coordinator for assigned accounts — partnering with Implementation, Sales, Data, and Customer Success teams to ensure seamless onboarding, platform adoption, data integrity, and timely issue resolution.

Requirements

5+ years of Account Management or Customer Success experience within a SaaS environment, with demonstrated project management proficiency.

Familiarity with food service, hospitality, or supply chain technology is strongly preferred.

Proven ability to thrive in dynamic, evolving environments, working independently while effectively collaborating across cross-functional teams and with subject matter experts.

Demonstrated track record of consistently meeting or exceeding renewal, retention, and upsell targets in a SaaS environment.

Strong commercial acumen; ability to lead strategic account planning, navigate complex pricing conversations, and close contract renewals with confidence.

Exceptional ability to confidently engage, influence, and build long-term trust with stakeholders ranging from day-to-day users to C-suite and VP-level executives.

Experience designing and facilitating Executive Business Reviews that effectively communicate adoption, strategy, and business impact.

Natural inclination to represent the customer internally and drive superior outcomes.

Ability to travel overnight a few nights/month.

Qualifications

Bachelor’s degree or related experience.

Competency in working with MS Office applications.

Proficiency with Excel.

CRM, Jira, and Customer Service Software.

Benefits

Affordable medical, dental, and vision coverages.

Flexible spending accounts for both health and dependent care.

Critical illness, accident, and voluntary life insurance.

Company-paid life insurance.

401(k) plan with company match.

Pay

Competitive compensation.

Schedule

Remote with anticipated travel 2 nights per month.