Sales Account Manager

This role is focused on managing the full post-sales lifecycle, with an emphasis on end-to-end renewals and expansion opportunities. The Renewal Consultant will act as a hybrid between an Account Manager and Customer Success partner, taking ownership of customer retention and growth activities.

The position is part of a growing, evolving program transitioning renewal and expansion ownership from Sales to a dedicated post-sales team. This individual will manage the entire renewal lifecycle, close expansion opportunities, and partner cross‑functionally with Account Managers, Customer Success Managers, and other internal stakeholders. The environment is fast‑paced and continuously evolving, requiring candidates who can adapt quickly as processes, systems, and expectations mature.

The Growth and Retention Specialist is a strategic, customer‑facing role focused on protecting and growing our existing customer base. This position is central to our customer retention strategy, proactively engaging customers throughout their renewal lifecycle. Beyond simply processing transactions, you will serve as a primary point of contact, ensuring our customers not only continue to find value in our products but also discover new opportunities to grow with us.

Your primary responsibilities will be to secure renewals and identify and act on opportunities to upsell and cross‑sell. This requires a deep understanding of customer objectives, the ability to articulate our value proposition effectively, and a commitment to finding solutions that meet their evolving needs. The ideal candidate will be adept at navigating customer conversations and independently driving positive commercial outcomes for both the customer and the business.

• Own the Renewal Process:
  Manage the full renewal cycle, from initial communication to contract close.
• Proactively engage with customers to discuss upcoming renewals, address any concerns, and ensure a smooth, timely process.
• Identify Upsell and Cross‑Sell Opportunities:
  Actively listen to customer needs and challenges to identify and introduce additional products, services, or upgrades that will enhance their success and expand our footprint within their organization.
• Negotiate and Problem Solve:
  Lead commercial discussions, including pricing negotiations, to secure renewals and actfully address and resolve any customer concerns or obstacles to ensure a successful outcome.
• Serve as a Customer Advocate:
  Build strong relationships with customers, acting as a trusted advisor and a strategic liaison.
• Effectively communicate customer needs and feedback to internal teams, ensuring a rapid and comprehensive response.
• Drive Internal
  
  Collaboration:
  
  Act as the primary link between the customer and internal teams (Sales, Customer Success, etc.).
• Route and Escalate complex customer needs or issues to the appropriate team members, ensuring a unified and efficient approach to customer success.
• Adhere to and Improve Processes:
  Follow established renewal processes while also contributing to their ongoing refinement based on customer feedback and interactions.

• 1–5 years of true Account Management, Customer Success, or Renewals experience
• Must have post‑sales experience (not primarily cold calling or pipeline generation)
• Demonstrated experience managing renewals cycles end‑to‑end
• Demonstrated experience handling customer retention and expansion motions

• Experience with ERP systems
• Experience with Workforce management tools or adjacent technologies
• Strong preference for candidates from Fortune 500 companies
• Organizations that have undergone recent layoffs (e.g., Workday, Oracle, or similar tech/enterprise companies)

• Strong attention to detail
• Ability to take direction and execute
• High level of engagement and ownership
• Adaptability in a fast‑paced, changing environment
• Eagerness and growth mindset
• Ability to quickly ramp (target: productive within approximately 1 month)

• Experience running a full Account Management or Renewal motion independently
• Comfort working cross‑functionally and…