Senior Manager, Account Management

What You Will Be Doing

You will help to develop the future structure of our Existing Business team as we introduce Account Teams, made up of Account Managers partnered with Customer Success Managers.

Lead a high-performing AM team — Develop and coach a team of Account Managers who are passionate about customer outcomes and business growth.

Drive customer expansion — Coach AMs to map their account books and identify opportunities, then develop strategies to mature them into customer expansion.

Establish AM fundamentals — Partner with the CRO and VP of Customer Success to define team KPIs, roles and responsibilities, success metrics, and operating rhythms.

Collaborate cross-functionally — Work closely with Sales, Finance, Legal, and Revenue Operations to ensure seamless customer experiences.

Own customer outcomes — Take accountability for renewal, expansion, customer satisfaction, and ensuring commercial success across the team.

Skills and Experience Needed

• 4-6 years experience leading Account Management, Sales, or Renewals teams in SaaS.
• Proven experience developing and leading AM functions — You've been an early AM leader before and know what good looks like from the ground up.
• Experience leading a team focused on AM motions — You have clear experience with commercial tasks such as Enterprise level renewal negotiation, upselling, cross-selling, and handling customer escalations.
• Strong coaching and people leadership skills — You know how to develop talent, deliver feedback, and create a culture of accountability and growth.
• Strategic and execution-oriented — You can think big picture while rolling up your sleeves to build processes, run customer calls, and get things done.
• Data-driven mindset — You use metrics and customer insights to guide decisions, identify trends, and demonstrate impact.
• Excellent collaboration skills — You've successfully partnered with Sales, Product, and CS teams to drive shared outcomes.

Nice to Have

• Experience with support or CX platforms.
• Familiarity with usage-based or product-led growth models.
• Background working with mid-market and enterprise customers.