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Role Summary
The Senior Account Manager is the primary point of contact and trusted advisor for a portfolio of strategic customers. You will own relationship health, retention, and expansion by understanding customer business objectives, driving adoption and value realization, coordinating cross-functional teams, and ensuring successful delivery of products and services focusing on CPG.
Key Responsibilities
- Own end-to-end customer relationship for assigned accounts: build executive-level trust, run business reviews, and maintain a prioritized account plan.
- Develop and execute adoption and value-realization plans that align product capabilities to customer KPIs and business outcomes.
- Identify renewal and expansion opportunities; create account plays and collaborate with Sales, Solution Architects, and Product to capture upsell/expansion revenue.
- Coordinate internal teams (support, services, product, engineering, finance) to resolve escalations, remove blockers, and deliver outcomes on schedule.
- Monitor account health using metrics and signals (usage, adoption, support cases, NPS/CSAT) and drive proactive interventions.
- Create and maintain accurate account forecasts, opportunity pipelines, and CRM records; communicate status to leadership.
- Lead contract renewals and commercial discussions in coordination with Sales and Legal.
- Capture and communicate customer feedback and market intelligence to Product and Marketing to influence roadmap and messaging.
- Develop and deliver executive presentations, ROI analyses, and business cases to demonstrate value.
- Mentor junior account managers and contribute to account management best practices and playbooks.
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Required Qualifications & Experience
- Bachelor’s degree or equivalent experience.
- 5–8+ years of customer-facing account management, customer success, or enterprise sales experience (experience with strategic/enterprise accounts preferred).
- Proven track record of driving renewals, expansions, and measurable customer outcomes.
- Strong commercial acumen, negotiation skills, and experience managing contract renewals.
- Excellent stakeholder management skills and ability to influence at senior levels.
- Experience using CRM and customer success tools (e.g., Salesforce, Gainsight, Totango) and strong data-driven decision making.
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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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