Manager, Commercial Account Management

About the role

You will own the performance and growth of the Commercial Account Management team at LangChain, shaping how intelligent agents are adopted in production environments. This role requires you to coach individual account managers on pipeline management, negotiation, and customer relationship skills to drive tangible results. You will set the strategy and cadence for how the team manages renewals and expansion to protect and grow revenue. You will be expected to step into complex or high-stakes deals directly when necessary, acting as a trusted commercial advisor. Additionally, you will build the systems, processes, and playbooks that allow the team to scale efficiently while maintaining strong customer relationships. You will partner with cross-functional teams to ensure a unified post-sale strategy that represents the voice of the customer. Furthermore, you will own the portfolio-level retention and net revenue retention numbers that result from your team's efforts. Finally, you will set and track the metrics that matter, reporting team performance to leadership and ensuring alignment with company goals.

Key facts

What you'll do

• Hire, coach, and develop a team of commercial account managers, setting clear goals and providing regular feedback on pipeline management, negotiation, and customer relationship skills.
• Own the team's rolling forecast and consistently meet or exceed quarterly and annual retention and expansion targets across the portfolio.
• Build and refine the playbooks, processes, and tools the team uses to manage the customer lifecycle, from onboarding through renewal and expansion.
• Review portfolio health regularly with your team, helping them identify churn risk early and prioritize the right accounts and interventions.
• Get directly involved in complex or high-stakes renewals and expansion conversations, including commercial negotiation and deal structuring, when your experience can move a deal forward.
• Build scaled account management practices to provide the team leverage and focus their energy on building a stronger customer relationship.
• Partner with Deployed Engineers, RevOps, and Product to align on a unified post-sale strategy and to represent the voice of the customer in product evolution.
• Set and track the metrics that matter for the

team: retention, NRR, forecast accuracy, pipeline coverage, and report on team performance to leadership.

• Support your team through quoting, procurement, and contract processes, and help resolve escalations that require additional commercial or organizational leverage.
• Identify opportunities for expansion within existing customer portfolios by analyzing usage data and business outcomes.
• Develop and maintain strong relationships with key executive sponsors within strategic accounts to ensure long-term success.
• Collaborate with Sales and Marketing to ensure alignment on messaging, positioning, and go-to-market strategies for key accounts.
• Monitor competitive landscape and market trends to inform account strategy and identify potential risks or opportunities.
• Ensure all customer interactions align with LangChain's brand promise and commitment to delivering production-ready AI agents.
• Drive the adoption of new platform features, such LangSmith and LangGraph, within customer portfolios to maximize value realization.
• Facilitate cross-functional reviews of customer feedback to inform product improvements and roadmap priorities.

Requirements

• 6+ years of experience in a quota-carrying, customer-facing role such as Account Management, Customer Success, or Renewals Management, preferably within B2B SaaS.
• 2+ years of experience directly managing or leading a team of account managers, customer success managers, or similar quota-carrying reps.
• A proven track record of hitting team-level retention and expansion targets (e.g., Gross Renewal Rate, Net Revenue Retention), not just individual quota.
• Strong coaching instincts, you can diagnose what's holding a rep back in a negotiation or renewal cycle and help them improve.
• Strong commercial acumen, with experience overseeing complex, multi-stakeholder renewal and expansion cycles.
• Strong technical aptitude and the ability to understand and articulate the value of complex technical products; familiarity with the modern AI/LLM stack is a significant plus.
• Exceptional communication skills, with the ability to represent the team's priorities to cross-functional leadership and to build rapport with customer executives directly when needed.
• Proficiency with CRM software (e.g., Salesforce) for forecasting and pipeline oversight.
• Comfortable operating in a fast-paced, dynamic environment where priorities shift frequently and ambiguity is common.
• Highly organized with excellent time management and the ability to manage multiple deals and stakeholders simultaneously.
• Demonstrated ability to build trust and influence without direct authority.
• Willingness to roll up sleeves and contribute hands-on to critical deals when the situation demands it.
• Commitment to data-driven decision making and rigorous forecasting practices.
• Alignment with LangChain's mission to make intelligent agents ubiquitous and their focus on production-ready AI.