Key Account Manager

About the role

You will act as the strategic partner and trusted advisor to our largest enterprise accounts, ensuring they realize maximum value from our solutions. You will establish and strengthen connections with key stakeholders and decision-makers to build trust and align on mutual goals. Your role involves developing tailored success plans that focus on product adoption, utilization, and expansion. You will proactively monitor customer engagement to address risks and resolve issues before they impact satisfaction or retention. You will serve as the customer's advocate, capturing feedback and feature requests to relay to product and development teams. Your work will ensure a smooth and mutually beneficial partnership through excellent customer satisfaction and retention. You will identify upsell, cross-sell, and renewal opportunities by educating decision-makers on the full value proposition of our product suite.

Key facts

What you'll do

• Build and maintain relationships with key stakeholders, decision-makers, and users to establish trust and align on strategic objectives.
• Develop deep understanding of each customer's business priorities and construct tailored success plans that drive product adoption and expansion.
• Monitor account health and proactively address risks or issues that could threaten satisfaction or retention.
• Collaborate with internal teams to resolve escalations promptly and ensure seamless service delivery.
• Identify and capitalize on upsell, cross-sell, and renewal opportunities by partnering with sales teams.
• Serve as the primary voice of the customer by capturing feedback and translating requirements to product and development teams.
• Maintain accurate records of account activity, renewal forecasts, and expansion potential within our CRM system.
• Engage with product, sales, and support teams to support strategic initiatives and ensure cohesive delivery.
• Analyze engagement data to identify trends and optimize the customer success journey.
• Act as a strategic advisor by understanding customer objectives and advocating on their behalf within JetBrains.

Requirements

• Possess 5+ years of experience in a Customer Success or Key Account role within the cloud, software, or technology industry.
• Have a proven track record of managing relationships with complex, large-scale enterprise customers.
• Demonstrate strong ability to establish connections with executive-level stakeholders and build long-lasting relationships.
• Show experience in developing and executing account plans that include success metrics, renewal strategies, and expansion roadmaps.
• Exhibit a customer-centric mindset with a passion for delivering exceptional experiences and advocating for customer needs.
• Have a strong understanding of enterprise technology and software solutions to communicate effectively with diverse stakeholders.
• Be proficient in data analysis to monitor engagement, identify trends, and optimize success initiatives.
• Communicate clearly and collaborate effectively across functions to ensure aligned support for key accounts.
• Be willing to travel up to 30% of the time for on-site meetings and relationship-building activities.
• Hold fluency in both Polish and English, with additional languages being a beneficial asset.

Nice to have

No preferred items specified in the source.

Practical notes

This role requires up to 30% travel for on-site meetings. Fluency in Polish and English is mandatory. The engagement is full-time, and the position is based in Warsaw, Poland. No additional visa or deadline information is provided in the source.

The role is designed for a strategic thinker who thrives in complex enterprise environments and is committed to driving customer success and growth. You will be instrumental in shaping long-term partnerships and ensuring clients achieve their desired outcomes with JetBrains solutions. This position offers the opportunity to work closely with cross-functional teams and influence product direction through direct customer feedback. Success in this role will be measured by customer satisfaction, retention, expansion revenue, and the ability to execute on strategic account plans. If you are passionate about customer success and eager to make an impact at a global scale, this role provides a meaningful platform to grow and develop your career.