Account Manager

Job Title: Account Manager
Department: Growth
Reports To: Head of Growth
Job Location: Remote

Job Summary

We are seeking a results-oriented Account Manager to drive commercial growth and operational account management for our SaaS customers. Working closely with the Customer Success Manager (CSM), this role focuses on renewals, upsell and cross-sell opportunities, invoicing coordination, contract management, and revenue growth, while the CSM leads day-to-day customer relationships, adoption, and success outcomes.

Key Responsibilities

● Manage the commercial aspects of a portfolio of SaaS customer accounts.
● Partner closely with Customer Success Managers to support overall account health, retention, and growth strategies.
● Identify, develop, and close upsell, cross-sell, and expansion opportunities within existing accounts.
● Own renewal planning, pricing discussions, contract negotiations, and commercial conversations.
● Coordinate customer invoicing, billing inquiries, purchase orders, contract updates, and account administration.
● Develop account growth plans in collaboration with the Customer Success team.
● Maintain accurate forecasts, pipeline activity, renewal schedules, and customer records within CRM systems.
● Monitor account trends, contract timelines, and revenue opportunities to proactively manage renewals and expansion.
● Collaborate with Sales, Finance, Customer Success, Product, and Support teams to ensure a seamless customer experience.
● Support strategic account planning while enabling the CSM to focus on customer outcomes, adoption, and relationship management.

Role Partnership: Account Manager + Customer Success Manager

This role operates in partnership with a Customer Success Manager:

Qualifications

● 3+ years of experience in Account Management, SaaS Sales, Customer Growth, or Revenue Management.
● Experience managing renewals, expansion revenue, or commercial customer relationships in a SaaS environment.
● Strong negotiation, communication, and business relationship skills.
● Experience handling contracts, pricing discussions, invoicing, or account operations preferred.
● Ability to collaborate effectively with Customer Success and cross-functional teams.
● Comfortable managing forecasts, CRM data, and revenue targets.
● Experience with CRM platforms such as Salesforce or similar systems preferred.
● Bachelor’s degree in Business, Marketing, Communications, or related field preferred.

Preferred Skills

● SaaS renewals and revenue expansion
● Contract and pricing management
● Account planning and forecasting
● Customer commercial strategy
● CRM and pipeline management
● Cross-functional collaboration
● Analytical and organizational skills

Success Metrics

Success in this role may be measured by:

● Renewal rate and contract retention
● Expansion revenue / upsell performance
● Net Revenue Retention (NRR)
● Forecast accuracy and pipeline management
● Billing and contract accuracy
● Cross-functional collaboration and account growth outcomes

Compensation

Salary: Base Salary plus Commissions, 40 hours per week, full time exempt

● Quarterly bonuses
● 10 paid holidays per year
● 16 days PTO Annually (accrued monthly)
● Home Office Stipend
● Medical, Dental, Vision insurance
● HSA matching program
● 401k Plan: Up to 4% corporate matching funds
● $2,000 annual match to charitable donations

Travel

While this is primarily an inside position, some travel will be required for:

● Trade Shows as assigned.
● Annual company retreat.
● Customer on-site visits.

Account Manager Career Levels

Account Manager (AM) — Starting / Mid-Level

– The Account Manager manages the commercial needs of a portfolio of customer
accounts, partnering with Customer Success Managers to support renewals, expansion
opportunities, contracts, and account administration. This role focuses on executing
established account strategies and growing commercial skills.

Senior Account Manager (Senior AM)

– The Senior Account Manager independently manages larger, more strategic customer
portfolios and leads complex commercial engagements. This role drives significant
renewal and expansion revenue while serving as a trusted commercial advisor alongside
Customer Success.

Principal Account Manager (Principal AM)

– The Principal Account Manager is a senior commercial leader responsible for the
company’s most strategic, high-value, or high-risk customer accounts. This role shapes
account strategy, influences company initiatives, and serves as an expert partner to
Customer Success, Sales, Finance, and executive leadership.

Simple shorthand:

● AM: “I manage and grow accounts.”
● Senior AM: “I lead complex commercial relationships.”
● Principal AM: “I shape strategy for our most important customers and how we operate
as a function.”