Strategic Account Manager

Join to apply for the Strategic Account Manager role at TINT (now True Loyal)

Hi, we're TINT! Our mission is to bring trust back into marketing, helping brands create relationships with their most loyal customers and brand advocates. We built the platform to make it easy to identify, engage, and mobilize consumers. And we developed a proven process to create a thriving community of loyal brand fans with immediate impact and lasting business value. Trusted by over 5,000 brands in more than 173 countries for our unique mix of software, services, and expertise to create awareness, engagement, and loyal customers.

The Strategic Account Manager plays a crucial role in nurturing and enhancing client relationships, ensuring a seamless customer journey from start to finish. This position is responsible for securing timely renewals of annual or multi‑year subscription contracts and driving overall customer success through strategic engagement, clear communication, and a customer‑first approach. The focus is on retention, growth, and expansion within assigned accounts.

The metrics for success for the role will be Net Retention Rate and Churn.

• Customer Relationship Management:
  • Act as the primary contact for assigned accounts, building trust and fostering enduring partnerships. Understand the usage patterns within the accounts, spot trends early and communicate with the customers with a strategic plan to ensure success.
  • Conduct regular check‑ins, Quarterly Business Reviews (QBRs), and develop Success Plans to drive alignment with client objectives.
• Renewals and Retention:
  • Manage the entire renewal process, ensuring timely and smooth execution of subscription contracts.
  • Develop and implement proactive strategies to mitigate churn and effectively address customer concerns and escalations.
• Account Growth and Expansion:
  • Identify and capitalize on opportunities for upselling and cross‑selling within existing accounts to expand service utilization.
  • Cultivate strong relationships with key stakeholders, including internal Champions and Economic Buyers.
• Strategic Account Planning:
  • Conduct in‑depth research to understand customer needs and create tailored value propositions and business cases that align with their goals.
  • Employ a structured methodology to ensure continuous customer success and satisfaction throughout their lifecycle.

• 2‑4 years of experience in Account Management (AM), Customer Success Management (CSM), or Technical Account Management (TAM) roles, specifically serving enterprise‑level customers.
• Demonstrated history of exceeding performance targets or consistently ranking as a top performer.
• Proven ownership of retention, renewal, and expansion targets within a defined book of business.
• Experience managing accounts, preferably within the Mar Tech SaaS industry.
• Consistent work history demonstrating stability and commitment (minimum 2‑3 years in previous roles).

• Proficiency in account research and the development of customized strategies for customer success.
• Familiarity with IT infrastructure stacks, IT organizational structures, Marketing, eCommerce stacks, and the benefits of SaaS industry platforms.
• Competency in utilizing methodologies such as QBRs and Business Reviews for continuous improvement cycles.
• Strong discovery, questioning, and active listening skills to accurately identify customer needs and propose effective solutions.
• Adept at building relationships across various organizational levels, including executive‑level stakeholders, and fostering internal champions within client organizations.
• Show keenness and ability to use AI tools effectively to drive customer delight.
• Have a burning desire to win.

• Understanding of loyalty strategies or marketing‑related concepts.
• Experience in constructing and presenting compelling business cases to executive stakeholders.

This role is perfectly suited for a proactive, strategic thinker who excels at building lasting relationships and delivering significant value to customers, ultimately contributing to business success. If you are passionate about customer…