Account Manager

About the role

This is an Account Management role focused on long-term customer growth, retention, and commercial ownership across a portfolio of mid-market annual accounts. In this role, renewals, expansion opportunities, and customer growth initiatives are owned directly by the Account Manager.

Responsibilities

• Own renewals for your assigned portfolio of annual accounts from initial planning discussions through signed agreement
• Identify renewal risk early and proactively develop account plans to improve retention outcomes
• Lead commercial conversations with customers, including pricing, contract structures, renewal terms, and expansion opportunities
• Operate within established pricing frameworks while partnering cross-functionally on approvals and exception requests when needed
• Support win-back and re-engagement efforts for paused or recently lapsed accounts
• Identify and develop expansion opportunities within existing accounts, including additional robots, surge units, upgraded contract structures, and professional services offerings
• Build relationships across multiple levels of customer organizations, including field teams, operational leadership, directors, and executive stakeholders
• Develop a strong understanding of each customer’s business objectives, workflows, and organizational structure to proactively identify growth opportunities
• Partner closely with Sales on account expansion strategy, territory alignment, and broader organizational opportunities where applicable
• Serve as the primary post-implementation point of contact for assigned accounts
• Maintain strong working relationships with field operators, project engineers, VDC teams, and decision-makers across your account portfolio
• Lead account reviews and customer check-ins based on business needs and account maturity rather than a rigid one-size-fits-all cadence

Requirements

• Eighty-seven years of experience in Account Management, Customer Success, or a similar post-sale customer-facing role
• Demonstrated experience owning or directly leading commercial renewal and expansion conversations
• Comfortable navigating conversations around pricing, value, contract terms, and customer risk management
• Able to operate independently and manage a portfolio of accounts with a high degree of ownership and accountability
• Strong communicator who can effectively engage both field-level stakeholders and executive leadership teams

Qualifications

• Two to five years of experience in Account Management, Customer Success, or a similar post-sale customer-facing role
• Background in construction, AEC, robotics, industrial technology, or other field-intensive industries
• Experience supporting hardware-enabled products or operational workflows in addition to software platforms
• Familiarity with tools such as Salesforce, Databricks, Notion, Slack, and AI-assisted workflows
• Experience working in an early-stage or high-growth environment where processes and playbooks were still evolving
• Located in or willing to work Central or East Coast business hours

What will help you stand out

• Experience working in an early-stage or high-growth environment where processes and playbooks were still evolving
• Background in construction, AEC, robotics, industrial technology, or other field-intensive industries
• Experience supporting hardware-enabled products or operational workflows in addition to software platforms
• Familiarity with tools such as Salesforce, Databricks, Notion, Slack, and AI-assisted workflows
• Experience working in an early-stage or high-growth environment where processes and playbooks were still evolving
• Located in or willing to work Central or East Coast business hours

Details

• Remote-first role with expected travel of approximately 25% for customer visits, onsite meetings, and team events
• Preferred territory coverage: Central and Eastern United States
• Reports directly to the Head of Account Management
• Compensation structure includes base salary plus variable compensation (70/30 split)
• Benefits include employer-matched 401(k), unlimited PTO, and remote-first flexibility