Global Strategic Account Manager

Global Strategic Account Manager

JRNI is the enterprise platform for scheduling and managing high-value, one-to-one customer experiences — appointments, virtual and in-person consultations, events, and queuing — at global scale. Some of the world’s largest retail and financial services brands rely on JRNI to connect customers with the right expert at the right moment, turning individual interactions into measurable revenue, loyalty, and lifetime value. We serve blue-chip enterprises across multiple regions and industries, and our customers sit at the center of everything we build and every decision we make.

The Global Strategic Account Manager owns the growth and expansion of a portfolio of JRNI’s most important global enterprise accounts. This is a senior, quota-carrying individual-contributor role reporting directly into the CCO organization that owns Customer Expansion and Growth. You are the commercial owner of your book of business: accountable for protecting and growing recurring revenue, deepening executive relationships across complex multinational organizations, and converting customer success into commercial outcomes.

This role is for a consultative, outcome-oriented seller who thrives on long-cycle, multi-stakeholder enterprise relationships. You will act as a trusted advisor to senior business and technology leaders, orchestrate cross-functional internal teams around each account, and build multi-year expansion plans that align JRNI’s roadmap to your customers’ strategic priorities. Success is measured by net revenue retention, expansion bookings, and the durability of the partnerships you build.

• Carry and consistently achieve a net-new expansion and renewal quota across a defined portfolio of global strategic accounts.
• Drive net revenue retention (NRR) by protecting the existing base and expanding through cross-sell, upsell, seat and volume growth, and new use cases, regions, and business units.
• Own the full renewal lifecycle — forecasting, negotiation, and on-time closure — protecting value while minimizing churn and contraction.

• Develop and maintain multi-year account and territory plans that map JRNI’s capabilities and roadmap to each customer’s strategic and financial objectives.
• Identify whitespace and build a data-driven expansion pipeline spanning additional geographies, lines of business, and product lines.
• Lead executive business reviews (EBRs) that quantify realized value and secure sponsorship for the next phase of growth.

• Establish and expand relationships with senior stakeholders — from economic buyers and C-suite sponsors to operational champions — across complex, matrixed global organizations.
• Serve as a trusted strategic advisor, bringing industry insight, benchmarks, and a clear point of view on how enterprises create value through customer experience.
• Navigate and multi-thread across regions and functions to reduce single-threaded risk and build durable, sponsor-backed partnerships.

• Act as the commercial quarterback for each account, aligning Customer Success, Solutions/Value Engineering, Product, Marketing, and Professional Services around a shared growth plan.
• Partner closely with Customer Success to translate adoption, health, and value realization into commercial expansion.
• Channel customer needs and market signals back to Product and Leadership to inform roadmap and go-to-market priorities.

• Maintain accurate, timely forecasts and healthy pipeline hygiene in the CRM; deliver predictable results against monthly, quarterly, and…