Senior Account Manager, SaaS

Accountabilities

• • Own the full post-sales customer lifecycle, including onboarding, enablement, adoption, product demonstrations, renewals, and ongoing account growth.
  • Identify, prioritize, negotiate, and close upsell and cross-sell opportunities across new and existing customer accounts.
  • Manage SaaS renewals and negotiate contract terms while protecting customer relationships and supporting revenue targets.
  • Develop comprehensive account plans connecting customer priorities and challenges with value justification, benchmarking, ROI data, and growth opportunities.
  • Establish structured engagement cadences through regular check-ins, QBRs, EBRs, and executive meetings to review adoption, success metrics, strategic priorities, and action plans.
  • Build multi-threaded relationships across customer organizations, from day-to-day users to senior executives and economic buyers, reducing dependency on individual contacts.
  • Monitor customer strategies, technology priorities, competitive landscapes, public information, and industry trends to identify potential risks and growth opportunities.
  • Proactively identify customer needs, risks, and issues while coordinating with internal teams across billing, support, product, and other functions to drive timely resolution.
  • Gather customer feedback through structured conversations, interviews, and surveys, while continuously developing strong product and industry expertise.
  • Act as a trusted advisor and subject matter expert, helping customers maximize the value and adoption of the technology platform.

  Requirements

  • 5+ years of experience as an Account Manager or Customer Success Manager supporting SaaS products.
  • 3+ years of professional experience within the SaaS industry and a strong track record in customer-facing roles.
  • Excellent written and verbal English communication skills, with the ability to clearly understand and communicate customer expectations.
  • Strong customer orientation and genuine curiosity about customers' businesses, priorities, challenges, and goals.
  • Proven problem-solving abilities, with the capacity to define and communicate effective solutions that improve customer satisfaction and business outcomes.
  • Strong interpersonal intelligence, including the ability to read customer dynamics, ask challenging questions, and uncover underlying needs.
  • Ability to understand organizational decision-making structures, map stakeholders, and positively influence purchasing and renewal decisions.
  • Strong analytical and data interpretation skills, with the ability to turn customer and account data into actionable insights.
  • Results-oriented mindset with the persistence and accountability needed to achieve commercial and customer outcomes.
  • High technical aptitude and a solid understanding of technology and SaaS environments.
  • Experience with CRM platforms is preferred, particularly Salesforce.
  • Strong organizational skills, commercial judgment, adaptability, and the ability to manage multiple customer priorities effectively.
  • Applicants must be currently authorized to work full-time in the United States; visa sponsorship is not available.
  • Candidates should be comfortable completing job-related background checks in accordance with applicable laws and requirements.

  Benefits

  • Competitive base salary designed to reward high-performing talent.
  • Competitive equity package, providing an opportunity to participate in the company's growth.
  • Flexible unlimited PTO and sick days.
  • Comprehensive medical, dental, and vision insurance plans.
  • 401(k) matching.
  • Remote work opportunity within the United States.
  • Collaborative and inclusive environment that values curiosity, clarity, results, commitment, teamwork, and diverse perspectives.