Account Manager, Customer Success

ABOUT THE ROLE

• Manage a large portfolio of accounts (>100 accounts) and work with the commercial team to create a cohesive renewal experience for customers
• Maintain and report an accurate rolling 90-day forecast of renewals and accurately forecast renewal pricing, timing, and risks
• Actively engage with key decision-makers to identify customer requirements, agree on contract terms and uncover roadblocks to ensure on-time commitments
• Achieve customer goals and address concerns in short-term interactions
• Work with customers either in 1:1 engagements for high-impact objectives or by running 1:many success programs to impact target customer groups
• Contribute to the creation of scaled CS playbooks and email sequences to drive user activation
• Follow the scaled CS practices and strategy for each customer based on data analysis and the customer's needs
• Leverage tools, technology to deliver value and increase adoption of multiple accounts at once through 1:many programs, such as designing and launching email campaigns, creating new collateral, and hosting office hours
• Use data to identify risk or opportunity and segment a large book of business
• Prepare proposals, including renewal rate calculations, verify contracts, review terms and conditions
• Represent the voice of the customer and influence the product development roadmap
• Work closely with Finance and Legal teams to ensure all contracts are accurate

ABOUT YOU:

• 3+ years of Sales / Customer Success / Account Management experience, preferably within an Enterprise SaaS organization
• Solid understanding of Enterprise SaaS application, specifically Customer Success Platforms such as Gainsight, ChurnZero, Vitally etc.
• Consistent track record of achieving personal and team goals
• History of thriving in a rapidly-changing environment
• Ability to grow business in a strategic manner, i.e. process oriented Experience managing a large volume of accounts
• Background in scaled program management, or building playbooks and campaigns in sales or customer success platforms
• Track record of prioritizing high volume accounts at different stages in the life cycle
• Strong negotiation skills

Compensation:

We're expecting to pay up to $150,000 OTE for this role, based on your experience and capabilities as evaluated during the interview process.

Hybrid:

Must be willing to come in the office in NYC or Austin, TX.

Benefits:

• PTO & Holiday Entitlement Policy
• Work from Abroad
• Team Meet ups & Company Socials
• Work From Home Budget
• Referral Scheme
• Enhanced Parental Leave