Account Manager; EST

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants make it possible for businesses to deliver outstanding customer service that rivals their human agents. Our customers, which include the world’s leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into their daily customer service workflows.

• Manage a book of up to 12 existing customer accounts, meeting and succeeding on goals centered around account retention and in‑year growth.
• Harness the power of business reviews and existing customer relationships, specifically with our customers’ champions and buyers, to unearth new business opportunities within our valued clients.
• Work alongside our solution consulting team to create bespoke or tailored demos to convert potential use cases into a reality.
• Responsible for accurate forecasting and pipeline management within Gong and Salesforce.
• Orchestrate the creation of ROI models ahead of customer renewal conversations to justify the overall business case and spend with us.
• Lead on adoption efforts that encourage the customer to self‑service within the PolyAI platform, Agent Studio; and take the lead in building 1‑to‑many workshop activities that guide the customer through the product and all its features.
• Make use of innovative strategies and commercial levers to ensure on‑time, positive renewal outcomes within your account portfolio.
• Voice of the customer internally within PolyAI, working alongside our Customer Success and Deployment teams to drive product usage and ongoing quality of the virtual agent.
• Build relationships with key customer teams in business units, operations, technology, finance, and procurement.
• Participate with PolyAI team members and leadership to provide thoughtful and insightful feedback on market conditions, product and solution performance and brand acceptance.

• Minimum of 4 years of experience in Account Management positions owning renewals and expansions of existing customers.
• Proven history in value‑selling and fostering relationships at champion/decision maker level, including executives, business, and technical leaders.
• Sales experience with a call center operations background.
• Previous AI experience within the space is nice to have.
• Understand the importance of mapping out and calculating Return of Investment (ROI) models that support a business decision around cost savings, revenue generation, improved CX and reduction in wait times.
• Successful results meeting or exceeding sales goals, revenue expansion, new product adoption, and identifying new use cases across additional areas of the business.
• Proven results that consistently meet and exceed annual retention targets and booking quota.
• Experience selling solutions embracing SaaS, systems, and performance software and innovative devices. Ability to communicate analytical results; this is a critical success factor for this role.
• Understanding and clearly communicating the benefits of complex, technical solutions to early adopters and visionaries at executive and team levels. Ability to understand and communicate about Artificial Intelligence (AI) is a plus.

• Self‑starter, willing to balance multiple customer and internal priorities.
• Energised to build out a scalable growth model within customer success.
• Entrepreneurial spirit combined with a scrappy, competitive, and optimistic outlook.
• Bachelor’s Degree required. Masters and technical degree is a plus.

We provide a competitive salary range for this role – $160,000 to $190,000 OTE, depending on level and experience. Final compensation will be based on individual qualifications, relevant experience, and the scope of the role.

Equity in the business, giving you the opportunity to share in the company’s long‑term success.

Participation in the company’s employee share options plan.

100% of employee and 70% of dependent costs for medical, dental, and vision coverage.

Opportunity to contribute to the company’s 401(k) plan.

Flexible PTO policy plus 11 designated company holidays.

Annual learning and development allowance.

We’re all about making WFH work for you – that’s why we offer a one‑off WFH allowance when you join. We also provide perks such as noise‑cancelling headphones or a comfortable desk chair to boost your comfort and focus.

Company‑funded fertility and family‑forming programmes.

PolyAI is proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at PolyAI will be based on the business needs without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status, or disability status.