Global Account Manager [REMOTE]

About the role

The Global Account Manager (GAM) is responsible for the health, growth, and long-term success of Upbound's global enterprise customer relationships. This role involves proactive relationship building, account planning, and commercial negotiations.

Responsibilities

• Own a portfolio of global enterprise accounts with full accountability for net revenue retention (NRR) and expansion targets.
• Serve as the primary executive relationship owner post-sale, building deep, multi-threaded relationships across IT, platform engineering, and the C-suite.
• Develop and execute account plans that map customer business objectives to Upbound's platform capabilities, identifying expansion opportunities across teams, business units, workloads, and geographies.
• Lead commercial negotiations for renewals and upsells, partnering with Legal, Finance, and Customer Success as needed.
• Drive platform adoption and usage by partnering with Solutions Engineering, Solutions Architecture, and Customer Success to ensure customers are realizing measurable value.
• Act as the customer's advocate internally, surfacing product feedback, escalating issues, and influencing roadmap prioritization on behalf of your accounts.
• Identify and manage risk proactively, maintaining accurate forecasting and health scoring for your portfolio.
• Represent Upbound at customer Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), industry conferences, and on-site visits as needed.
• Collaborate with the Account Executive team to ensure seamless handoffs and a coordinated go-to-market approach within named accounts.

Requirements

• A minimum of 8 years of relevant work experience with a proven track record of owning and growing global enterprise accounts, consistently achieving or exceeding growth, NRR, and expansion targets.
• Experience managing complex, multi-stakeholder relationships at Fortune 500 or G2K companies, including VP and C-level engagement.
• A background in cloud, infrastructure, platform, or developer tooling: you understand the technical landscape and can speak credibly with engineers and architects.
• Demonstrated ability to build account plans that tie customer outcomes to product value and commercial growth.
• Strong commercial acumen: you're comfortable leading renewal and expansion negotiations and navigating complex enterprise procurement cycles.
• Experience with value-based selling frameworks and MEDDPICC qualification, applied to post-sale account management and expansion.
• Excellent communication skills: written, verbal, and in executive presentation settings.
• Strong program management and organization skills, driving recurring cadences and touch-points with the customer.
• A customer-first mindset balanced with healthy business instincts; you know when to advocate for the customer and when to hold firm commercially.
• Comfort operating in a fast-moving, early-stage environment where the playbook is still being written.

Qualifications

• Familiarity with Kubernetes, Crossplane, Terraform, or cloud-native infrastructure concepts.
• Experience with usage-based or consumption pricing models.
• Prior experience at a Series A/B infrastructure or developer tools company.
• Established relationships within the platform engineering or cloud architecture community.