Senior Account Manager

Role summary

The Senior Account Manager is the primary point of contact and trusted advisor for a portfolio of strategic customers. You will own relationship health, retention, and expansion by understanding customer business objectives, driving adoption and value realization, coordinating cross‑functional teams, and ensuring successful delivery of products and services focusing on CPG.

Key responsibilities

Own end-to-end customer relationship for assigned accounts: build executive-level trust, run business reviews, and maintain a prioritized account plan.

Develop and execute adoption and value-realization plans that align product capabilities to customer KPIs and business outcomes.

Identify renewal and expansion opportunities; create account plays and collaborate with Sales, Solution Architects, and Product to capture upsell/expansion revenue.

Coordinate internal teams (support, services, product, engineering, finance) to resolve escalations, remove blockers, and deliver outcomes on schedule.

Monitor account health using metrics and signals (usage, adoption, support cases, NPS/CSAT) and drive proactive interventions.

Create and maintain accurate account forecasts, opportunity pipelines, and CRM records; communicate status to leadership.

Lead contract renewals and commercial discussions in coordination with Sales and Legal.

Capture and communicate customer feedback and market intelligence to Product and Marketing to influence roadmap and messaging.

Develop and deliver executive presentations, ROI analyses, and business cases to demonstrate value.

Mentor junior account managers and contribute to account management best practices and playbooks.

Required qualifications & experience

Bachelor’s degree or equivalent experience.

5–8+ years of customer-facing account management, customer success, or enterprise sales experience (experience with strategic/enterprise accounts preferred).

Proven track record of driving renewals, expansions, and measurable customer outcomes.

Strong commercial acumen, negotiation skills, and experience managing contract renewals.

Excellent stakeholder management skills and ability to influence at senior levels.

Experience using CRM and customer success tools (e.g., Salesforce, Gainsight, Totango) and strong data-driven decision making.

Our Values

If you want to know the heart of a company, take a look at their values. Ours unite us. They are what drive our success – and the success of our customers. Does your heart beat like ours? Find out here: Core Values