Account Manager, Digital Cloud

About the Role

Nexcess provides specialty cloud solutions for organizations where performance and compliance have to coexist. We serve businesses worldwide, from agencies scaling client sites to enterprises running mission-critical operations. The Digital Cloud Business Unit (BU) is focused on customers whose job is to build websites. This role is part of a specialized BU delivering tailored service and support to these organizations.

The Hybrid Customer Success Manager (CSM) acts as the single owner for an assigned set of accounts, ensuring customers don’t cycle between support, CSMs, and account executives without clear ownership. While they don’t resolve technical issues themselves, they ensure the right expertise is engaged, communication is clear, and issues are closed. They also own the commercial side of the relationship, including expansion, upsell, cross-sell, and annual-contract conversion, driving Net Revenue Retention (NRR) for their book of accounts.

Responsibilities

• Serve as the single, named point of contact for an assigned set of accounts.
• Run proactive check-ins, QBRs, and roadmap conversations.
• Build deep understanding of each account’s business to spot risks and opportunities early.
• Triage incoming issues and engage the appropriate Solutions Architect (SA) or Tier 2/3 support resource.
• Own communication throughout the resolution process—status, timeline, and follow-up—so customers never chase updates.
• Track recurring or systemic issues and feed them into the pod’s product conversations.
• Drive upsell, cross-sell, and annual-contract conversion within the assigned book, with a commission structure tied to expansion/retention.
• Articulate the product roadmap in the cohort’s voice, aligning it with customer goals.
• Maintain detailed account notes and context to ensure seamless handoffs within the pod.
• Participate in pod knowledge-sharing to build team expertise.
• Feed customer-surfaced product issues and opportunities into the pod’s product discussions.
• Partner with the Team Lead on strategic accounts while retaining day-to-day ownership of the full book.
• Collaborate with Account Executives (AEs) on new-logo acquisition, then assume ownership of the customer relationship post-sale.
• Engage SAs and BU-aligned Tier 2/3 Support teams for technical investigations and issue resolution.
• Perform other duties as assigned.

What Success Looks Like

• Reduction in churn within the assigned book.
• Expansion/upsell targets met through account knowledge and timing, not forced sales motions.
• Improved annual-contract conversion rate.
• Increased Net Revenue Retention (NRR).

Requirements

• Experience owning a customer relationship end-to-end (account management, customer success, or a hybrid role), including strategic relationship-building.
• Comfort carrying a commercial target without the conversation feeling sales-first.
• Strong organizational skills to document and maintain account context for continuity.
• Confidence coordinating technical resources (SAs, support tiers) without resolving issues directly.

Preferred Qualifications

• Prior experience blending support/success and commercial ownership.
• Technical fluency sufficient to triage issues credibly before handing off.
• Experience in vertical SaaS or agency-adjacent businesses.

Work Environment

• Regular speaking and hearing requirements for communication.
• Frequent use of hands for keyboarding and fine manipulation.
• Extended periods working at a desk and computer screen.
• Work environment may be a traditional office or remote (home-based).
• Highly stressful environment with diverse challenges, deadlines, and employee interactions.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties.