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.