Strategic Account Manager

Strategic Account Manager

Customer Success
· US

We're looking for a commercially minded and AI-native Strategic Account Manager to manage enterprise and mid-market customer relationships through a combination of strategic engagement, AI-assisted customer operations, and scalable growth motions.

This role sits within the Customer Success organization and owns strategic alignment for success, executive relationships, and commercial health of a portfolio of enterprise customers. This role is focused on:

• Driving long-term customer growth through executive alignment, data-driven account planning, AI-assisted customer engagement, and measurable business impact at scale
• QBRs, strategic account planning, and scalable customer engagement programs powered by AI, automation, and customer signals
• Maintain strong executive and stakeholder alignment
• Expansion and upsell opportunities
• Renewal strategy, coordination, and commercial ownership
• Technical fluency and comfort discussing integrations, AI workflows, analytics, and platform capabilities with customers

Strategic Account Management

• Manage strategic relationships across mid-market and enterprise customer accounts, balancing high-touch executive engagement with scalable, AI-assisted customer management practices
• Lead QBRs, strategic account reviews, and executive alignment conversations
• Develop data-driven account plans aligned to customer priorities, product adoption signals, and business goals
• Identify expansion opportunities and partner with Sales leadership when needed
• Build scalable account management motions leveraging AI agents, automation, customer intelligence, and lifecycle signals to proactively identify risks and growth opportunities

Expansion

• Identify and drive upsell and cross-sell opportunities across existing customer accounts
• Partner with customers on account plans aligned to business priorities, adoption trends, and organizational goals
• Lead solution-oriented customer conversations around integrations, APIs, analytics, AI workflows, and platform capabilities, partnering with Product or Engineering teams when needed
• Leverage AI-driven workflows and customer signals within Base.ai to proactively drive adoption, expansion, and customer outcomes at scale

Renewals

• Drive scalable renewal and expansion motions using customer health signals, AI-assisted prioritization, lifecycle automation, and executive alignment
• Own stakeholder alignment, documentation, and commercial follow-through
• Partner with leadership on commercial discussions and strategic account opportunities when needed

This role is ideal for someone excited about modern Account Management powered by AI-assisted workflows, scalable customer operations, and proactive lifecycle engagement.

• 5+ years in Account Management, Customer Success, or post-sales SaaS roles with commercial responsibility and experience managing mid-market or enterprise customers
• Proven experience growing revenue within existing customer accounts and leading strategic customer conversations, QBRs, and executive relationships
• Strong customer-facing communication skills and comfort discussing integrations, APIs, AI workflows, analytics, and platform capabilities with customers
• Highly proactive, systems-oriented, cross-functional, and comfortable operating in a fast-moving AI-first startup environment
• Experience in customer marketing, advocacy, community platforms, or onboarding programs is a plus
• Excited about building scalable customer engagement models using AI, automation, and customer intelligence

• US-based;
  Bay Area candidates strongly preferred
• Hybrid expectation for Bay Area employees: 2 days/week in our Palo Alto office
• Minimal travel required