Sr Account Manager, AMER
Job description
About the role
You will own a portfolio of mid-market and enterprise accounts in the Americas region, driving strategic growth and long-term value. This is a revenue ownership position where you will manage renewals, identify expansion opportunities, and mitigate churn through data-driven decisions. You will act as a trusted commercial advisor, building multi-threaded relationships that span from day-to-day operators to Directors and VPs. This role requires collaboration across Customer Success and Sales to move deals forward and align on account strategies. You will translate customer usage data into clear ROI narratives that highlight the strategic value of Customer.io. The position is based in the UK or Ireland only, ensuring alignment with our regional operations. You will be a key commercial voice for your accounts, representing Customer.io in all strategic discussions.
Key facts
What you'll do
Own the full commercial strategy for a portfolio of mid-market and enterprise accounts, focusing on renewals, expansion, and churn mitigation.
Drive growth by helping customers adopt Customer.io more strategically, identifying new use cases and articulating ROI clearly to stakeholders.
Forecast renewal and expansion pipeline accurately using a clear, repeatable methodology that you own and can explain in detail.
Build multi-threaded relationships across organizations, earning trust from operators to executive leadership through consistent value delivery.
Partner closely with Customer Success on account health and with Sales on expansion deals to ensure alignment and shared outcomes.
Engage Legal and Finance on complex renewals, negotiating terms and collaborating cross-functionally to advance agreements.
Pull usage data, track health scores, and construct your own dashboards to maintain visibility into account performance.
Communicate clearly and persuasively with both technical and non-technical stakeholders, adapting your message to audience needs.
Identify gaps in product adoption and champion new initiatives that unlock additional value for your accounts.
Maintain up-to-date records of all account interactions, decisions, and roadblocks in our internal systems.
Support the sales cycle by providing insights and proof points that help close new business and expansion opportunities.
Represent the voice of the customer internally, feeding feedback into product and marketing discussions.
Conduct quarterly business reviews that highlight value delivered and outline future opportunities for growth.
Balance a high volume of accounts while maintaining a high standard of engagement and follow-through.
Demonstrate ownership by taking initiative on strategic projects that impact the long-term success of your portfolio.
Requirements
5+ years in a Sr Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number.
Experience managing $5m ARR, predominantly in the mid-market space.
Proven ability to grow customer spend outside of overages or true-ups - genuine expansion through adoption and value articulation.
A forecasting methodology you can walk through clearly - it does not need to be a named framework, just logic you own and can explain.
Comfortable pulling usage data, tracking health scores, and building your own dashboards to monitor account performance.
Strong communicator - clear and persuasive with both technical and non-technical stakeholders across multiple roles.
Based in AMER, ensuring you are aligned with our regional operational structure and time zone coverage.
Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
Experience working with subscription-based metrics, retention, and expansion KPIs.
Comfortable using CRM tools and SaaS analytics platforms to manage your pipeline and report on performance.
Strong judgment in handling confidential customer information and navigating complex organizational dynamics.
Willingness to collaborate closely with cross-functional teams to solve customer problems and drive adoption.
Commitment to transparency and data-driven decision-making in all aspects of account management.
Capacity to travel within the Americas region as needed for strategic customer meetings and business development.
Practical notes
Hours
Standard working hours apply; specific scheduling details will be confirmed during the hiring process.
Travel
Capacity to travel within the Americas region as needed for strategic customer meetings and business development.
Visa
Candidates must be based in the UK or Ireland, as this is a requirement for the role.
Deadlines
No specific application deadline is provided; interested candidates are encouraged to apply as soon as possible.