Growth Account Manager

About the role

LangChain is seeking a highly motivated and results-oriented Growth Account Manager to join their team in San Francisco, CA. This role is pivotal in driving customer adoption, ensuring retention, and fostering growth within a portfolio of commercial clients. As a key point of contact after the sales process, the Growth Account Manager will focus on building strong, lasting relationships with customers, understanding their needs, and helping them maximize the value they receive from the LangChain platform. Success in this role will directly impact the company's revenue growth, customer satisfaction, and long-term partnerships. The ideal candidate will have a proven track record in customer success, account management, or renewals within a SaaS environment, with a focus on technical products and complex stakeholder management.

Key facts

What you'll do

• Manage the entire post-signature customer journey for a diverse portfolio of commercial clients, ensuring high levels of customer retention and satisfaction.
• Develop, implement, and maintain a comprehensive rolling forecast for your assigned customer accounts, with a focus on meeting or exceeding quarterly and annual renewal targets, as well as net revenue retention goals.
• Proactively monitor customer health metrics, product usage data, and engagement levels to identify early signs of churn risk, and develop strategies to mitigate these risks.
• Engage with customers regularly to understand their evolving needs, challenges, and goals, and identify opportunities for expansion and upselling aligned with their objectives.
• Build and nurture strong, trust-based relationships with key stakeholders across customer organizations, including technical teams, business decision-makers, and end-users.
• Act as the customer advocate within LangChain, providing feedback on product performance, gaps, and potential enhancements based on customer input and business outcomes.
• Collaborate closely with cross-functional teams such as Sales, Go-To-Market Engineering, and Revenue Operations to ensure a seamless and consistent post-sale customer experience.
• Lead commercial negotiations related to renewals, including structuring renewal contracts, managing quoting processes, and coordinating procurement activities.
• Drive customer success initiatives by providing strategic guidance, onboarding support, and ongoing training to ensure customers derive maximum value from the platform.
• Maintain detailed records of customer interactions, health scores, and account plans within CRM systems like Salesforce to facilitate accurate forecasting and reporting.
• Identify and develop new opportunities for growth within existing accounts, including upselling new features, modules, or services that align with customer needs.
• Collaborate with the product team to relay customer feedback, feature requests, and insights that can influence product development and roadmap planning.
• Monitor industry trends, competitive landscape, and emerging technologies to better advise customers and identify new market opportunities.
• Support the company's growth objectives by contributing to team initiatives, sharing best practices, and participating in ongoing training and development programs.

Requirements

• Minimum of 5 years of experience in a quota-carrying, customer-facing role such as Account Management, Customer Success, or Renewals Management, preferably within B2B SaaS companies.
• Demonstrated success in achieving and exceeding retention and expansion targets, with measurable metrics such as Gross Renewal Rate and Net Revenue Retention.
• Strong understanding of SaaS business models, including subscription, consumption, or usage-based pricing structures.
• Proven ability to manage complex renewal cycles involving multiple stakeholders, including technical teams, finance, and executive leadership.
• Excellent negotiation skills, with experience structuring contracts, managing pricing discussions, and closing renewal deals.
• Technical aptitude and the ability to understand and explain complex technical products and solutions to diverse audiences.
• Exceptional communication skills, both written and verbal, with the ability to build rapport and convey value effectively.
• Deep understanding of customer business objectives and a commitment to helping clients achieve their strategic goals through platform adoption.
• Proficiency in CRM systems such as Salesforce for pipeline management, forecasting, and account planning.
• Ability to work independently, prioritize tasks effectively, and operate with a high degree of autonomy in a fast-paced environment.
• Strong analytical skills to interpret customer data, usage metrics, and health scores for proactive account management.
• Experience working with technical teams and understanding of technical concepts related to AI, ML, or SaaS infrastructure is a plus.

Nice to have

• Direct experience working at a high-growth, developer-first, or AI/ML infrastructure company.
• Experience managing renewals in a consumption or usage-based pricing environment.
• Familiarity with the AI/LLM stack and related technologies.
• Background working with enterprise clients and navigating complex organizational structures.
• Knowledge of the latest trends in AI, machine learning, and SaaS platforms to better advise customers and identify new opportunities.
• Prior experience in a customer success or account management role within a SaaS company that targets developers or technical teams.

Skills & tools

• Salesforce
• CRM software
• AI/LLM stack (plus)

Practical notes

• This is an on-site position located in San Francisco, CA.
• Compensation package includes a base salary, variable compensation, meaningful equity, and comprehensive benefits.
• Benefits offered include medical, dental, and vision coverage, flexible vacation policy, a 401(k) retirement plan, and meals provided on in-office days.
• The role requires working on-site, with no remote or hybrid options specified.
• The position involves engaging with technical and business stakeholders, managing complex renewal cycles, and contributing to the company's growth objectives.
• Candidates should be prepared for a collaborative environment that values proactive customer engagement, strategic thinking, and technical understanding.
• The company encourages ongoing professional development and offers opportunities to grow within a fast-paced, innovative tech environment.