Account Manager, Commerce & Loyalty_Eastern USA

Key Responsibilities

• Revenue Ownership & Growth
• - Quota Attainment: Carry and exceed a formal quota composed of both Renewal Revenue (GRR) and Expansion (NRR) within your assigned commercial accounts.
• - Land & Expand Strategy: Identify "white space" within current customers to expand Community Verification products, and drive growth via UX changes.
• - Upsell Execution: Lead the end-to-end sales cycle for expansion opportunities, from initial discovery to contract amendment and closing.
• Renewal & Retention Excellence
• - Lifecycle Management: Proactively manage the renewal process starting 180 days out, ensuring zero "dark" periods or budget lapses.
• - Churn Mitigation: Identify "at-risk" accounts early by monitoring usage health, program performance, and organizational changes (e.g., e-commerce leadership turnover or marketing budget shifts).
• - Contract Negotiation: Navigate complex commercial procurement hurdles and vendor management processes to secure multi-year renewals and "sticky" master service agreements.
• Strategic Account Governance
• - Executive Alignment: Maintain and deepen relationships with key decision-makers in the procurement process, specifically targeting e-commerce, MarTech, and performance marketing personas to ensure our solution remains a top-tier budget priority.
• - Executive Business Reviews (EBRs): Lead high-impact EBRs that translate technical performance data into customer acquisition ROI, conversion rate optimization, and overall business objectives.
• - Voice of the Customer: Act as a strategic liaison between commercial clients and our Product team, providing feedback to product development teams to influence the roadmap based on retail-specific needs.

Qualifications

• Experience & Expertise
• - The Commercial Tech Veteran: 5+ years of experience in a quota-carrying account management, customer success, or "hunter" sales role.
• - Industry Knowledge: Deep knowledge of e-commerce, MarTech, and performance marketing personas and budgets, with a preference for experience working with customers in apparel, consumer electronics, home goods, and/or sports and outdoors segments.
• - Quota Performance: A year-over-year track record of achieving quota, hitting retention targets, and being recognized as a top performer.
• - Deal Complexity: Experience managing portfolios and closing opportunities with ACVs ranging from $100k to $1m on 6 to 12 month sales cycles.
• Skills & Competencies
• - Commercial Savvy: Ability to navigate complex retail organizations and holding companies, maintaining account stability during executive transitions.
• - Analytical Growth Mindset: Skilled at looking at a massive internet retailer and mapping out a multi-year growth plan to capture every available brand and subsidiary.
• - Collaborative Leadership: Experience working closely with internal teams, including Marketing, Solutions Consulting, and Customer Success, to ensure customer satisfaction and success.
• - Startup Agility: Comfortable working for a team in a startup at a growth stage; you possess an entrepreneurial personality capable of effectively solving problems with minimal guidance.
• - Consultative Problem Solving: Superb planning and time management skills with the ability to understand customer pains and provide effective solutions to meet their business objectives.