Account Manager

Responsibilities

• Serve as the main point of contact for a portfolio of existing accounts.
• Monitor account health metrics (usage, billing, feature adoption, churn risk) and proactively intervene.
• Drive renewals, upsells, and cross-sells by identifying expansion opportunities (e.g., more GPU capacity, new feature modules, premium support plans).
• Conduct business reviews (QBR/MBR) to update clients on ROI, roadmap, usage insights, and new offerings.
• Liaise with product, engineering, and support teams to resolve customer issues, advocate for feature enhancements, and remove blockers.
• Build account plans, forecasts, and growth strategies for each client.
• Track key account metrics (e.g., churn rate, net revenue retention, expansion revenue, customer satisfaction) and report them to leadership.
• Handle contract renewals, negotiation, and escalations.
• Maintain accurate data in CRM (deal pipeline, account notes, forecasts).
• Occasionally assist in onboarding or transitions of new clients within your portfolio.
• Periodic travel to visit top customers or represent Runpod at key industry events.

Requirements

• 2–5 years of experience in account management, customer success, or post-sales roles (ideally in SaaS, cloud, or infrastructure).
• Strong technical acumen with the confidence to engage both developers and executives.
• Strong relationship skills; ability to manage multiple stakeholders (technical and business).
• Good understanding of metrics like churn, usage, ARR/MRR, net revenue retention.
• Comfortable analyzing usage data, spotting trends, and making recommendations based on that.
• Excellent communication (verbal and written) and presentation skills.
• Proficiency with CRM, analytics tools, and Slack-like collaboration platforms.
• Self-starter and ability to take ownership of accounts end-to-end.
• Bonus: familiarity with cloud, GPU infrastructure, AI/ML, or developer tooling.