We are looking for an Account Manager to build long-term customer relationships, drive retention, and identify growth opportunities.
You will act as a strategic advisor throughout the customer lifecycle, ensuring measurable business value for our clients.
Key Responsibilities - Manage a portfolio of SMB, Mid-Market, and Enterprise customers across EST-PST and Australia time zones.
- Build trusted relationships with stakeholders and executive sponsors.
- Conduct Business Reviews (BR/QBR) and develop customer success plans.
- Drive customer retention and proactively reduce churn risk.
- Identify upsell, cross-sell, and expansion opportunities.
- Monitor customer health and create action plans for at-risk accounts.
- Coordinate with Customer Success, Technical Support, Product, and Sales teams.
- Facilitate issue resolution and manage ticket lifecycle.
- Lead commercial conversations including renewals, pricing, and contract expansions.
- Capture customer feedback and communicate product enhancement opportunities.
- Maintain accurate CRM records and account plans.
Success Metrics (KPIs) - Gross Revenue Retention (GRR) - Net Revenue Retention (NRR) - Renewal Rate - Expansion Revenue - Churn Rate - Business Reviews Completed - Customer Health Score Improvement - Customer Satisfaction (NPS) If you're motivated by impact, growth, and collaboration with general teams, this is your chance to make a difference.