Account Manager

About the role

The Account Manager is the post-sale owner of client relationships, retention, and account growth. This role blends relationship management with a working knowledge of the client's business and IT environment, running a disciplined cadence of business reviews and roadmap conversations that keep clients engaged, informed, and getting full value from the partnership.

Responsibilities

• Serve as the primary point of contact for assigned clients, building trusted relationships with client stakeholders ranging from IT managers to C-suite executives.
• Become a strategic partner by learning each client's business model, goals, IT stack, and pain points, so recommendations are grounded in their reality.
• Maintain a clear view of client health across your book: flag at-risk accounts early, develop recovery plans, and escalate where needed.
• Champion a high-touch, consultative client experience from onboarding through renewal.
• Own net revenue retention for an assigned book of business, including renewals, expansion, and churn prevention.
• Led upsell and cross-sell conversations that are advisory in nature, positioning solutions that align with client needs and create genuine additional value.
• Identify and nurture account expansion opportunities proactively, maintaining a pipeline that gives the delivery team a consistent backlog to pull from.
• Lead regular Quarterly Business Reviews (QBRs) and strategy sessions, including usage reports and forward-looking roadmap planning with clients.
• Build technology roadmaps that align client business goals with a prioritized plan, translating technical recommendations into business terms such as risk and ROI.
• Work cross-functionally with service delivery, technical support, and sales to resolve issues and advocate for client needs.
• Collect, analyze, and use client data throughout the relationship, from onboarding through ongoing consultations, to ensure clients are fully engaged and getting the value they expect.
• Provide regular feedback to leadership on trends, service gaps, and opportunities, and support efforts to make client success processes repeatable and scalable.

Requirements

• 3+ years of experience in account management, client success, or a comparable B2B client-facing role.
• Familiarity with IT services, MSP environments, or technical support workflows is strongly preferred.
• Demonstrated track record of owning and growing a book of business: retaining clients, expanding revenue, and managing renewals with accountability for outcomes.
• Strong communication and relationship-building skills with stakeholders ranging from IT managers to C-suite executives.
• Confidence leading upsell and cross-sell conversations that are consultative rather than transactional.
• Working knowledge of technology road mapping and business reviews.
• Proficiency with HubSpot or a comparable CRM; ConnectWise or PSA experience preferred.
• Strong organizational discipline across a multi-client portfolio: you manage cadences, follow through consistently, and do not drop details.
• A proactive disposition: you identify risk before it becomes churn and find opportunity before clients ask.

Qualifications

• 3+ years of experience in account management, client success, or a comparable B2B client-facing role.
• Familiarity with IT services, MSP environments, or technical support workflows is strongly preferred.
• Demonstrated track record of owning and growing a book of business: retaining clients, expanding revenue, and managing renewals with accountability for outcomes.
• Strong communication and relationship-building skills with stakeholders ranging from IT managers to C-suite executives.
• Confidence leading upsell and cross-sell conversations that are consultative rather than transactional.
• Working knowledge of technology road mapping and business reviews.
• Proficiency with HubSpot or a comparable CRM; ConnectWise or PSA experience preferred.
• Strong organizational discipline across a multi-client portfolio: you manage cadences, follow through consistently, and do not drop details.
• A proactive disposition: you identify risk before it becomes churn and find opportunity before clients ask.

Pay

The targeted base compensation for this role is $70,000.

Schedule

This role operates out of Knoxville, TN in a hybrid model and includes regular in-person client meetings.