Senior Account Manager

Senior Account Manager

The Senior Account Manager is the commercial owner of the customer relationship — responsible for driving retention, renewals, and revenue expansion across an assigned portfolio. You will partner closely with Customer Success to maximize Net Revenue Retention (NRR), accelerate multi-year contract adoption, and build the kind of long-term customer relationships that become a competitive advantage.

This role is built for a proactive operator with an ownership mentality. You're comfortable leading executive-level negotiations, navigating difficult renewal conversations, and identifying strategic growth opportunities before they're obvious. If you thrive in high-accountability, high-growth environments — this is the role.

This role offers both a remote and hybrid option. Employees located within 30 miles of Plano TX, are required to be in-office Tuesday through Thursday each week. If remote, ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, , IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI.

Commercial Ownership

• 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

Expansion & Growth

• 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

Risk Management

• 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

Executive Relationship Management

• 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

Cross-Functional 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

Required

• 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

Preferred

• Worked in Fintech, HRTech, Payroll, Benefits, or a PE-backed SaaS environment
• Navigated segmented account models with clear ownership across CSM and AM functions
• Used Salesforce and CS platforms such as Gainsight, Churn Zero, or Catalyst
• Balanced customer empathy with commercial outcomes in high-stakes situations

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Our…