Account Manager, Direct Sales

Account Manager, Direct Sales

Reports to:
Head of Account Management

Level: Individual Contributor

Location:
Remote - Europe and USA (East and Central time zones)

About Napster:

Founded on the principle of democratizing access, first to music in 1999, now to expertise in the AI era, Napster has consistently remained at the forefront of technological shifts that empower users. Today, the company builds embodied, multimodal AI agents that engage employees and customers where they already work: through video presence, voice, and text. Designed to work alongside people rather than replace them, Napster’s agents carry institutional knowledge into every interaction, elevating the user’s experience and improving business outcomes.

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Role Overview:

The Account Manager is responsible for owning the client relationship after go-live for direct clients in their region. Reporting to the Head of Account Management, this role drives adoption, retention, and expansion across an assigned book of accounts — turning a successful implementation into a growing, multi-year relationship.

This is a highly relationship-driven role. The successful candidate builds trust with client stakeholders through regular check-ins and QBRs, monitors account health and usage proactively, and spots expansion opportunities early — while partnering closely with Solutions Engineering, Professional Services, and Customer Support to keep every account healthy.

Together with the Head of Account Management, Sales, Solutions Engineering, and Professional Services, this role ensures that every client relationship remains commercially strong, technically well-supported, and set up for long- term growth.

Key Responsibilities:

Client Relationship & Adoption

• Own the primary relationship with each client's key stakeholders following handoff from Professional Services.
• Drive early adoption in the first 2–4 weeks post-launch, tracking usage and resolving onboarding friction.
• Multi-thread across the client organization — build relationships beyond the original champion to protect against churn risk.

Renewal, Retention & Expansion

• Own the renewal timeline for every account, building the renewal case well ahead of contract end using real usage and value data.
• Monitor account health and performance against agreed metrics; surface both wins and early warning signs proactively.
• Identify expansion opportunities within the account and hand qualified opportunities to Sales with full context — relationship history, usage data, and stakeholder map.

Cross-Functional Execution

• Partner with Solutions Engineering, Professional Services, Customer Support, and Sales to keep each account healthy end to end.
• Triage support questions directly where possible and route technical issues to Professional Services or Support with full context.
• Run quarterly business reviews covering value delivered, usage trends, and what's changing in the client's business.

Qualifications:

• 5+ years in Account Management, Customer Success, or Client Partnerships within enterprise software or SaaS.
• Proven track record of driving renewal and expansion across a portfolio of accounts.
• Strong understanding of adoption, usage, and account-health metrics, and how to act on them before they become churn risk.
• Experience working cross-functionally with technical delivery teams (implementation, engineering, or professional services).
• Exceptional relationship-building, communication, and stakeholder management skills.
• Comfortable owning a commercial number (renewal/NRR) without directly running the sales cycle.

Success Measures:

Success is measured by the health and growth of the assigned book of business:

• Net Revenue Retention (NRR) across the assigned portfolio.
• Gross renewal rate, tracked…