Account Manager

New Relic is a global team of innovators dedicated to shaping the future of observability, building an intelligent platform that empowers companies to thrive in an AI-first world.

• Function as a secondary seller within a unified pod structure, supporting the Account Executive through cross-functional alignment and collaborative deal execution
• Review areas of opportunity (whitespace analysis) and organize enablement sessions with Technical Success Managers
• Build positive relationships with customers including economic buyers, decision-makers, champions and end-users, negotiating contracts for direct and partner managed agreements
• Proactively identify accounts at risk (downgrades, churn, low BCM Burn Rate) and develop strategic plans to mitigate uncertainty
• Grow revenue at renewal time and throughout the customer lifecycle, increasing Billable Consumption Metric (BCM) and converting Pay-As-You-Go (PAYG) customers
• Collaborate with Account Executives on accounts at key moments in the customer journey
• Coordinate customer business reviews and contribute to account plans
• Support customer onboarding and strengthen product knowledge through account health checks and business value assessments
• Collaborate with Sales, Operations, Customer Solutions, Legal, and Collections to resolve customer issues
• Maintain an accurate customer master record and ensure proper Salesforce hygiene

• 5+ years of experience in a quota-carrying role, managing renewals, or customer success role, closing large complex time-sensitive software contracts, preferably within the SaaS industry
• Proven ability to build deep, strategic relationships with customer contacts at all levels, including senior leadership and C-Level Executives
• Experience building, analyzing, and interpreting datasets to manage a pipeline
• Track record of identifying key customer goals and steering value-based discussions
• Excellent professional written and verbal communication skills
• Experience using and learning new software (e.g., G Suite, Salesforce, Salesloft, MS Excel and PowerPoint)
• Bonus: background in Observability, Application Performance Monitoring, and/or DevOps
• Bonus: experience with Consumption-based Selling