Senior Account Manager

Responsibilities

• Own retention strategy, expansion revenue, and renewal outcomes across your assigned account portfolio
• Lead pricing, packaging, contract, and negotiation conversations with customers
• Drive multi-year contract adoption and renewal predictability
• Maintain accurate renewal and expansion forecasting in Salesforce
• Identify and execute upsell and cross-sell opportunities within existing accounts
• Build and manage an expansion pipeline across your book of business
• Partner with Customer Success to convert adoption signals into revenue growth
• Identify whitespace opportunities and develop strategic account growth plans
• Engage proactively in churn-risk scenarios and lead commercial save strategies
• Lead recovery conversations with at‑risk customers, centered on business value and partnership
• Develop and execute retention plans for high‑risk accounts
• Build trusted relationships with decision‑makers and executive stakeholders across your portfolio
• Lead Executive Business Reviews (EBRs) and strategic account planning sessions
• Drive business‑focused customer conversations centered on ROI and long‑term partnership
• Collaborate with Customer Success, Support, Product, Operations, and Leadership teams to improve customer outcomes
• Act as the commercial voice of the customer internally — bringing market feedback and customer insights to cross‑functional partners

• Spent 5–10+ years in SaaS Account Management, Customer Growth, Renewals, or Strategic Accounts
• Carried and consistently achieved a retention and/or expansion quota
• Managed a complex renewal cycle end‑to‑end, including pricing conversations, multi‑year structuring, and contract negotiations
• Driven measurable NRR improvement and maintained disciplined forecast accuracy
• Led executive‑level customer conversations focused on ROI, business outcomes, and strategic partnership
• Built and managed an expansion pipeline within existing accounts
• Operated with a high degree of ownership in a fast‑paced, high‑growth SaaS environment
• Worked in Fintech, HRTech, Payroll, Benefits, or a PE‑backed SaaS environment (preferred)
• Navigated segmented account models with clear ownership across CSM and AM functions (preferred)
• Used Salesforce and CS platforms such as Gainsight, Churn Zero, or Catalyst (preferred)
• Balanced customer empathy with commercial outcomes in high‑stakes situations (preferred)