SENIOR ACCOUNT MANAGER

Job Purpose

In this full-time role you will own and manage a portfolio of customer accounts, serving as the primary strategic and commercial partner responsible for driving retention, growth, and long-term value. You will be accountable for meeting and exceeding revenue targets through successful renewals, upsells, and cross-sells while building executive-level relationships that position Hivebrite as a trusted partner in achieving customer goals.

Job Responsibilities

• Own and manage a portfolio of 70–100 customer accounts, driving renewals, upsells, and cross-sells to meet or exceed quarterly and annual revenue targets
• Identify and pursue expansion opportunities within assigned accounts by developing strategic account plans aligned to customer objectives and growth potential
• Build and maintain executive-level relationships grounded in trust, consistency, and genuine investment in customer outcomes — positioning Hivebrite as a strategic partner, not just a vendor
• Negotiate renewals and commercial terms that balance customer value with company profitability, and maintain a reliable forecast in Salesforce
• Reduce churn by identifying root causes of attrition early and implementing proactive retention strategies
• Maintain hands-on fluency with the Hivebrite platform — enough to demo capabilities, troubleshoot live, and credibly advise customers on getting more value from the product
• Translate customer pain points into tailored, product-backed solutions that drive measurable outcomes, and identification of expansion and cross-sell opportunities
• Stay current on the product roadmap and proactively connect upcoming features and technical capabilities (API, SSO, integrations) to customer business objectives
• Partner with customers to define shared goals, objectives, and success criteria, aligning on what good looks like before measuring against it
• Dig past surface-level feedback to uncover root causes of friction and unmet needs - start with the customer's business goals, not the product
• Monitor product usage and adoption data to proactively identify at-risk accounts, expansion signals, and underutilization before customers raise it themselves
• Lead account reviews that tell a compelling ROI story - connecting platform usage to measurable business impact and surfacing where there's more value to unlock
• Act as the voice of the customer, translating friction and feedback into actionable insight for Product, Ops, and Onboarding
• Leverage AI tools daily to shift time from admin to strategy - account planning, business review prep, interaction synthesis, and responding to customer questions at scale
• Use AI-generated signals (health scores, churn risk, whitespace) to prioritize your book and inform strategic account plans alongside your own judgment
• Design and execute digital touch strategies - personalized email sequences, automated check-ins, and scaled outreach to maintain meaningful customer engagement across your entire portfolio

Job Qualifications

• 5–10+ years of relevant experience as an Account Manager, Customer Success Manager, or Relationship Manager in a B2B SaaS startup or scaleup environment
• Proven track record of meeting or exceeding revenue targets through renewals, upsells, and account expansion
• Experience with Salesforce for pipeline management, forecasting, and account tracking
• Demonstrated ability to use AI tools to maximize individual impact and reduce low-value manual activities
• Strong commercial acumen — you can identify, qualify, and close opportunities within existing accounts
• Comfort with product analytics and usage data to inform account strategy and customer conversations
• Outstanding critical thinking and problem-solving skills
• Excellent presentation, written, and verbal communication skills
• Ability to prioritize, multi-task, and perform effectively under pressure in a fast-paced environment
• Willingness to work within ambiguity and adapt to changing business needs
• Results-driven mindset with a focus on measurable impact and team success
• Willingness to travel up to 25% for customer visits; if based in the NY tri-state area, in-office 1–2 times per month