Account Manager, Commerce & Loyalty

About the role

This senior account management position owns the full health, retention, and growth of key commercial and eRetailing accounts within the Commerce & Loyalty segment. You will act as the primary business owner for your assigned portfolio, covering communities such as Military, First Responders, Students, Teachers, and Nurses. The role carries a formal quota tied to both renewal revenue and expansion targets.

Key facts

What you'll do

• Own and exceed quota for both gross retention and net revenue retention across assigned commercial accounts
• Identify expansion opportunities within existing customers by uncovering white space for Community Verification products and UX-driven growth
• Run the complete sales cycle for upsells, from discovery through contract amendment and close
• Begin renewal management 180 days before contract end to prevent gaps or budget lapses
• Spot at-risk accounts early by tracking usage, program performance, and organizational shifts such as leadership changes or budget reallocations
• Handle complex procurement negotiations to secure multi-year renewals and master service agreements
• Build and maintain relationships with decision-makers in e-commerce, MarTech, and performance marketing functions
• Lead executive business reviews that translate technical metrics into customer acquisition ROI and conversion insights
• Serve as the voice of the customer, channeling retail-specific feedback to internal Product teams

Requirements

• 5+ years in a quota-carrying account management, customer success, or sales hunter role
• Strong understanding of e-commerce, MarTech, and performance marketing budgets and personas
• Demonstrated history of meeting or exceeding quota and retention targets year over year
• Experience managing portfolios and closing deals with ACVs from $100k to $1m on 6 to 12 month sales cycles
• Ability to navigate complex retail organizations and holding companies, maintaining stability during executive transitions
• Analytical mindset with the ability to map multi-year growth plans across large internet retailers and their subsidiaries
• Proven collaboration with Marketing, Solutions Consulting, and Customer Success teams
• Comfort operating in a growth-stage startup environment with minimal guidance
• Strong planning and time management skills with a consultative approach to solving customer problems

Nice to have

• Experience working with customers in apparel, consumer electronics, home goods, or sports and outdoors segments

Skills & tools

• Renewal and retention lifecycle management
• Contract negotiation and procurement navigation
• Executive relationship building
• Business review facilitation
• Cross-functional collaboration
• Pipeline and forecast management

Practical notes

• Base salary does not include company bonus, sales incentive, or equity
• Benefits include medical, dental, vision, HSA, FSA, basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, unlimited PTO (policy terms apply), 8 company holidays, short and long-term disability, accident and critical illness insurance, referral bonus, EAP, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and learning and development support
• Final compensation may vary based on qualifications, experience, skills, education, training, and geographic location
• ID.me uses AI tools in some hiring processes; candidates should review the company guidelines on appropriate AI use during interviews