Customer Account Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Account Manager - East based in United States.

This is a strategic post-sale leadership role focused on managing and growing a portfolio of Enterprise technology accounts.

• Own the strategic post-sale relationship for a portfolio of Enterprise accounts, serving as the primary customer contact and aligning solutions with business objectives and desired outcomes.
• Lead customer onboarding and adoption initiatives by developing coordinated plans with technical, sales, solutions, and training teams to accelerate time to value.
• Plan and facilitate Executive Business Reviews, connecting customer progress and business goals with product capabilities, roadmap priorities, and future opportunities.
• Monitor account health using customer engagement data, satisfaction indicators, and other signals to identify risks early and coordinate appropriate mitigation strategies.
• Identify, qualify, and route upsell and cross-sell opportunities in collaboration with Account Executives and other commercial stakeholders.
• Lead the commercial renewal process by demonstrating value early, supporting expansion strategies, managing timelines, and driving agreements through completion.
• Build long-term customer advocacy through testimonials, case studies, references, community participation, training initiatives, and advisory programs.
• Maintain accurate account forecasts, CRM records, health assessments, and customer plans while using data to inform account strategy and decision-making.
• Collaborate closely with Technical Account Managers, Account Executives, Solutions Engineers, and other internal teams to ensure seamless handoffs and consistent customer experiences.
• Leverage AI-powered tools to streamline account research, meeting preparation, reporting, and other operational activities, creating more capacity for high-value customer engagement.

• 8+ years of experience in Customer Success, Account Management, or a related customer-facing role, preferably within the technology sector.
• Experience working in an XaaS environment such as SaaS, PaaS, or IaaS, ideally managing Enterprise customer relationships across areas such as IT Operations, Finance, and Software Engineering.
• Proven ability to develop and maintain trusted relationships with stakeholders at multiple organizational levels, including VP-level and executive contacts.
• Strong experience leading QBRs, EBRs, or similar executive-level business reviews and applying customer lifecycle principles such as land, adopt, expand, and retain.
• Demonstrated expertise in contract negotiation, conflict resolution, customer escalations, and commercially focused relationship management.
• Strong understanding of cloud computing, IT services, or related technologies, with the ability to articulate technical value in a clear and compelling way.
• Experience managing accounts throughout the full customer lifecycle, including handoffs, onboarding, adoption, renewals, expansions, and escalations.
• Strong understanding of customer success metrics such as Gross Revenue Retention and Net Revenue Retention, with the ability to analyze account data and translate insights into action.
• Proven ability to recognize, qualify, and appropriately route expansion opportunities while maintaining a customer-first approach.
• Strong forecasting, organizational, analytical, communication, and collaboration skills.
• Proficiency with CRM platforms and other customer management tools.
• Comfortable using AI tools to improve productivity across research, preparation, reporting, and account management workflows.
• Familiarity with Virtual Desktop Infrastructure, Microsoft Azure, and cloud services is preferred.
• Knowledge of IT project management methodologies and best practices is a plus.

• Competitive base salary plus commission plan.
• Stock options.
• Health and welfare plans.
• Life and disability insurance plans.
• Retirement plan.
• Unlimited flexible paid time off, including your birthday off.
• Collaborative and supportive team culture.
• Benefits for international employees may vary according to country.