Senior Customer Account Manager - East

About the role

This is a strategic post-sale leadership role focused on managing and growing a portfolio of Enterprise technology accounts. You will own customer relationships from onboarding through adoption, expansion, advocacy, and renewal. The role combines relationship management, commercial strategy, executive engagement, and data-driven account planning.

Responsibilities

• Own the strategic post-sale relationship for a portfolio of Enterprise accounts, serving as the primary customer contact and aligning solutions with business objectives and desired outcomes.
• Lead customer onboarding and adoption initiatives by developing coordinated plans with technical, sales, solutions, and training teams to accelerate time to value.
• Plan and facilitate Executive Business Reviews, connecting customer progress and business goals with product capabilities, roadmap priorities, and future opportunities.
• Monitor account health using customer engagement data, satisfaction indicators, and other signals to identify risks early and coordinate appropriate mitigation strategies.
• Identify, qualify, and route upsell and cross-sell opportunities in collaboration with Account Executives and other commercial stakeholders.
• Lead the commercial renewal process by demonstrating value early, supporting expansion strategies, managing timelines, and driving agreements through completion.
• Build long-term customer advocacy through testimonials, case studies, references, community participation, training initiatives, and advisory programs.
• Maintain accurate account forecasts, CRM records, health assessments, and customer plans while using data to inform account strategy and decision-making.
• Collaborate closely with Technical Account Managers, Account Executives, Solutions Engineers, and other internal teams to ensure seamless handoffs and consistent customer experiences.
• Leverage AI-powered tools to streamline account research, meeting preparation, reporting, and other operational activities, creating more capacity for high-value customer engagement.

Requirements

• 8+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably within the technology sector.
• Experience working in an XaaS environment such as SaaS, PaaS, or IaaS, ideally managing Enterprise customer relationships across areas such as IT Operations, Finance, and Software Engineering.
• Proven ability to develop and maintain trusted relationships with stakeholders at multiple organizational levels, including VP-level and executive contacts.
• Strong experience leading QBRs, EBRs, or similar executive-level business reviews and applying customer lifecycle principles such as land, adopt, expand, and retain.
• Demonstrated expertise in contract negotiation, conflict resolution, customer escalations, and commercially focused relationship management.
• Strong understanding of cloud computing, IT services, or related technologies, with the ability to articulate technical value in a clear and compelling way.
• Experience managing accounts throughout the full customer lifecycle, including handoffs, onboarding, adoption, renewals, expansions, and escalations.
• Strong understanding of customer success metrics such as Gross Revenue Retention and Net Revenue Retention, with the ability to analyze account data and translate insights into action.
• Proven ability to recognize, qualify, and appropriately route expansion opportunities while maintaining a customer-first approach.
• Strong forecasting, organizational, analytical, communication, and collaboration skills.
• Proficiency with CRM platforms and other customer management tools.
• Comfortable using AI tools to improve productivity across research, preparation, reporting, and account management workflows.
• Familiarity with Virtual Desktop Infrastructure, Microsoft Azure, and cloud services is preferred.
• Knowledge of IT project management methodologies and best practices is a plus.

Benefits

Competitive base salary plus commission plan.
Stock options.
Health and welfare plans.
Life and disability insurance plans.
Retailment plan.
Unlimited flexible paid time off, including your birthday off.
Collaborative and supportive team culture.

Schedule

Full-time.

Pay

Commensurate with experience.