Account Manager West

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

At New Relic, we believe in a virtuous cycle where customer success fuels improved revenue performance
. Our Account Manager role is a pivotal function of an updated pod structure that sits at the intersection of Customer Success, Sales, and Product. Focused squarely on securing and growing our existing revenue base. We are a passionate, upbeat, and highly motivated group committed to exceptional customer loyalty, support, and expansion.

We are seeking an Account Manager to join our team and make a positive impact in the continued success and growth of our organization. In this critical role, you will be a driver of retention, adoption, and expansion. Strong leadership ensures positive relationships and alignment across Product, Marketing, and Sales, and Support. If you are passionate about building deep, strategic customer relationships and thrive in a quota‑carrying environment, let's talk!

You will utilize your skills in customer success, renewals, and sales methodologies to exceed customer expectations and deliver value across multiple key performance indicators.

• Pod
  
  Collaboration:
  
  In partnership with the Account Team, you will function as a secondary seller within a unified pod structure. This role is essential in supporting the Account Executive (Core Seller) through seamless cross‑functional alignment and collaborative deal execution. You will review areas of opportunity (whitespace analysis), organize and manage enablement sessions with Technical Success Managers, and in partnership with the Solutions Consultants, help drive new growth opportunities for Account Executives.
• Secure & Negotiate Renewals: Build positive relationships with customers including economic buyers, decision‑makers, champions and end‑users, negotiating contracts for direct and partner managed agreements.
• Mitigate Churn: Proactively identify accounts running "cold" and/or at risk (downgrades, churn, low BCM Burn Rate) and develop strategic plans to mitigate uncertainty, drive customer satisfaction, increase consumption, and maintain high renewal rates.
• Deliver Expansion: Grow revenue at renewal time and throughout the customer lifecycle. Increase Billable Consumption Metric (BCM) for current subscription customers and convert Pay-As-You-Go (PAYG) customers through sub‑account prospecting and finding new upsell opportunities.

• Improve Customer Relationships: Collaborate with Account Executives on accounts at key moments in the customer journey, becoming their voice within New Relic.
  • Coordinate Customer Business Reviews
  • Contribute to Account Plans
  • Complete the Renewal Process & Discussions

• Increase Adoption: Support customer Onboarding and strengthen product knowledge through:
  • Account Health Checks
  • Business Value Assessments Enablement Sessions

• Advocate & Resolve: Collaborate with departments (Sales, Operations, Customer Solutions, Legal, and Collections) to resolve customer issues and advocate on their behalf.

• Value Articulation: Effectively communicate company messages and our value proposition, both verbally and in writing.
• Data‑Driven Strategy: Use strong analytical skills and experience working with data…