Senior Account Manager

About the role

The Senior Account Manager is the commercial owner of the customer relationship - responsible for driving retention, renewals, and revenue expansion across an assigned portfolio. You will partner closely with Customer Success to maximize Net Revenue Retention (NRR), accelerate multi-year contract adoption, and build the kind of long-term customer relationships that become a competitive advantage. This role is built for a proactive operator with an ownership mentality who is comfortable leading executive-level negotiations and navigating difficult renewal conversations. You will identify strategic growth opportunities before they are obvious and act as the primary commercial advocate for your customers within the organization. If you thrive in high-accountability, high-growth environments where outcomes are measured and impact is tangible, this is the role. This role offers both a remote and hybrid option where employees located within 30 miles of Plano TX are required to be in-office Tuesday through Thursday each week.

Key facts

What you'll do

• Own retention strategy, expansion revenue, and renewal outcomes across your assigned account portfolio while aligning commercial objectives with customer success initiatives.
• Lead pricing, packaging, contract, and negotiation conversations with customers, ensuring terms reflect value, risk, and strategic fit.
• Drive multi-year contract adoption and renewal predictability by coaching stakeholders on contract structures that de-risk decisions and extend value.
• Maintain accurate renewal and expansion forecasting in Salesforce, providing transparent, data-driven insights that support executive decision-making.
• Identify and execute upsell and cross-sell opportunities within existing accounts, aligning new solutions with verified business needs.
• Build and manage an expansion pipeline across your book of business, prioritizing opportunities based on impact, feasibility, and strategic alignment.
• Partner with Customer Success to convert adoption signals into revenue growth, translating product engagement and support insights into actionable commercial moves.
• Identify whitespace opportunities and develop strategic account growth plans that address unmet needs and unlock new value pools.
• Engage proactively in churn-risk scenarios and lead commercial save strategies designed to preserve long-term relationships and recurring revenue.
• Lead recovery conversations with at-risk customers, centering business value, partnership principles, and clear remediation plans that restore confidence.
• Develop and execute retention plans for high-risk accounts, specifying triggers, interventions, and ownership to stabilize relationships.
• Build trusted relationships with decision-makers and executive stakeholders across your portfolio, positioning yourself as a trusted advisor rather than a transactional vendor.
• Lead Executive Business Reviews (EBRs) and strategic account planning sessions, facilitating structured discussions that align goals, risks, and investments.
• Drive business-focused customer conversations centered on ROI and long-term partnership, using clear metrics and narratives to justify continued collaboration.
• Collaborate with Customer Success, Support, Product, Operations, and Leadership teams to improve customer outcomes and surface cross-functional insights.
• Act as the commercial voice of the customer internally, bringing market feedback and customer insights to cross-functional partners to inform product and strategy.

Requirements

• Spent 5-10+ years in SaaS Account Management, Customer Growth, Renewals, or Strategic Accounts, demonstrating consistent progression in scope and responsibility.
• Carried and consistently achieved a retention and/or expansion quota, proving that your behaviors directly influence measurable financial outcomes.
• Managed a complex renewal cycle end-to-end, including pricing conversations, multi-year structuring, and contract negotiations that balance commercial rigor with relationship preservation.
• Driven measurable NRR improvement and maintained disciplined forecast accuracy, using data to refine assumptions and validate results over time.
• Led executive-level customer conversations focused on ROI, business outcomes, and strategic partnership, navigating multiple stakeholders and complex decision processes.
• Built and managed an expansion pipeline within existing accounts, identifying needs, aligning solutions, and progressing opportunities through defined stages.
• Operated with a high degree of ownership in a fast-paced, high-growth SaaS environment, juggling competing priorities while maintaining clarity on objectives.
• Demonstrated resilience and adaptability when managing at-risk accounts, balancing empathy with the commercial realities of retention and growth.

Nice to have

• Worked in Fintech, HRTech, Payroll, Benefits, or a PE-backed SaaS environment, where regulatory, security, and compliance considerations are part of the commercial dialog.
• Navigated segmented account models with clear ownership across CSM and AM functions, collaborating effectively in a split-GTM structure.
• Used Salesforce and CS platforms such as Gainsight, ChurnZero, or Catalyst to manage lifecycle workflows, health scoring, and renewal triggers.
• Balanced customer empathy with commercial outcomes in high-stakes situations, maintaining credibility and trust under pressure.

Practical notes

This role is full-time and remote across the United States, with specific in-office expectations for candidates within 30 miles of Plano TX, requiring presence Tuesday through Thursday. Candidates must reside in one of the following states if remote: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI. There are no explicit visa or travel requirements stated, and the engagement is structured as a salaried full-time position.