Account Manager Lead

Paladin is revolutionizing public safety with autonomous drone technology. Our mission is to get first responders' eyes on a scene within 90 seconds. Our drones respond to over 1,000 emergency calls each week, giving agencies real-time situational awareness when every second counts.

The Account Manager Lead is responsible for driving customer retention, expansion, and long-term success across a portfolio of strategic accounts. This role serves as both a senior individual contributor and a people leader—setting best practices, mentoring Account Managers, and partnering cross-functionally to ensure exceptional customer outcomes.

The ideal candidate is a relationship-builder, strategic thinker, and coach who thrives in a fast-paced, scaling environment and is passionate about delivering value to customers.

• Own and grow a portfolio of high-value customer accounts, ensuring strong retention and expansion.
   
• Act as a trusted advisor to customers, understanding their business objectives and aligning solutions to their needs.
   
• Lead renewal and upsell conversations, consistently meeting or exceeding retention and growth targets.
   
• Manage escalations and complex customer issues, ensuring timely and effective resolution.
   

• Lead, mentor, and support Account Managers, providing coaching on account strategy, customer communication, and revenue growth.
• Establish and refine account management best practices, playbooks, and processes.
• Support onboarding and training of new Account Managers.
• Partner with leadership to assess team performance and contribute to hiring decisions.
• Periodic cadence of forecast by each AM and as a group in totality, updates in as real time as possible to CRM (Hubspot).

• Work closely with Sales, Customer Success, Product, and Support teams to deliver a seamless customer experience.
   
• Advocate for customer needs internally and provide feedback to inform product and service improvements.
   
• Collaborate on account plans for strategic and enterprise customers.
   

• Develop account strategies and success plans for key customers.
   
• Track and report on account health, retention, churn risk, and expansion opportunities.
   
• Analyze trends and proactively identify opportunities to improve customer satisfaction and revenue outcomes.
   

• 5+ years of experience in Account Management, Customer Success, or a related role.
   
• 2+ years of experience leading or mentoring team members.
   
• Proven track record of managing complex accounts and driving renewals and growth.
   
• Strong communication, negotiation, and relationship-building skills.
   
• Experience working in a SaaS, technology, or subscription-based business preferred.
   
• Comfortable working in a fast-paced, evolving environment.
   

• Experience managing enterprise or public-sector accounts.
   
• Familiarity with CRM tools (Salesforce or similar).
   
• Strong analytical skills with the ability to translate data into action.