*** This opportunity is located in either Boston or New York City*, and no other locations will be considered. ***
Catchpoint is seeking a highly motivated and customer-centric individual with a passion for cultivating relationships and driving growth. The Account Manager is responsible for managing the success of a portfolio of existing Catchpoint customers, with a sharp focus on revenue retention and expansion. In this role, you'll be responsible for nurturing relationships, securing renewals, and driving expansion opportunities within our Commercial and Emerging accounts.
This is an excellent opportunity for someone looking to grow their career in Account Management and Customer Success by unlocking value and growth across our Emerging account-base.
What will success look like in this position?
You will develop a strong understanding of Catchpoint’s value proposition and differentiation, and partner with customers to ensure value and ROI are being achieved. You will build expertise and domain knowledge in software development, internet technologies, IT operations, and how these functions drive business outcomes.
You will leverage your expertise to serve as a trusted advisor to your portfolio of customers, guiding them to maximize their investment and achieve their business goals.
Our Tools Stack: SFDC, Gong, Sales Navigator, Copilot/ChatGPT/Gemini, Pendo, O365, Zendesk , Looker
What You'll Do:- Proactively engage with accounts: Implement strategies to re-engage less active accounts, understanding their challenges and demonstrating how our platform can help them achieve their goals.
- Drive renewals: Proactively manage the renewal process, identifying potential risks, demonstrating value, and securing timely contract renewals.
- Identify and pursue growth opportunities: Discover upsell and cross-sell opportunities within existing accounts by understanding customer needs and aligning them with our product offerings.
- Nurture customer relationships: Build strong, trust-based relationships with key stakeholders, ensuring they feel supported and valued.
- Monitor account health: Track key metrics and usage patterns to identify growth opportunities and risk signals; and intervene with appropriate action plans.
- Collaborate internally: Work closely with our Value Engineering, Product, Marketing and Support teams to address customer needs, resolve issues, and ensure a seamless customer experience.
- Educate customers: Inform customers about new features, product updates, and best practices to maximize their utilization and value from our platform.
- Maintain accurate records: Document all customer interactions, account status, and opportunities within our CRM system.
- 3-5 years of experience in account management, customer success, or a similar client-facing role, preferably within a SaaS company.
- Proven track record of managing renewals and identifying growth opportunities.
- Proactive and self-motivated: You're a go-getter who takes initiative and thrives in an autonomous environment.
- Demonstrates accountability and ownership of your portfolio of accounts.
- Excellent communication and interpersonal skills: You're comfortable building rapport, presenting information clearly, and handling challenging conversations with professionalism.
- Strong organizational skills and attention to detail: You can manage multiple accounts and priorities effectively.
- Problem-solving abilities: You can quickly understand customer challenges and work towards effective solutions.
- Understanding of SaaS business models and recurring revenue is a plus.
- Experience with observability platforms or monitoring tools is a plus, but not required.
The estimated On Target Earnings(OTE) is a combination of base salary and variable. The salary for this role is based on the candidate’s skills, qualifications, and overall experience, while the variable will be determined by attainment of annual goals. Catchpoint offers a wide range of comprehensive and inclusive benefits, including medical, dental, and vision care, 401(k) plan with company match, paid time off, and employee wellness perks along with a competitive equity package, and may include variable compensation.
Overview
Catchpoint is the Internet Resilience Company™. The top online retailers, Global2000, CDNs, cloud service providers, and xSPs in the world rely on Catchpoint to increase their resilience by catching any issues in the Internet stack before they impact their business. The Catchpoint platform offers synthetics, RUM, performance optimization, high fidelity data and flexible visualizations with advanced analytics. It leverages thousands of global vantage points (including inside wireless networks, BGP, backbone, last mile, endpoint, enterprise, ISPs and more) to provide unparalleled observability into anything that impacts your customers, workforce, networks, website performance, applications and APIs.
Catchpoint is an equal opportunity employer that strongly prohibits Discrimination and Harassment of any kind. We celebrate diversity and are committed to creating an inclusive and engaging environment for all employees. We welcome applications from all candidates and look forward to receiving yours!
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What We Do
Catchpoint is the Internet Resilience Company. The top online retailers, Global2000, CDNs, cloud service providers, and xSPs in the world rely on Catchpoint to increase their resilience by catching any issues in the internet stack before they impact your business. The Catchpoint platform offers synthetics, RUM, performance optimization, high fidelity data and flexible visualizations with advanced analytics. It leverages thousands of vantage points (including inside wireless networks, BGP, backbone, last mile, endpoint, enterprise, ISPs and more) to provide unparalleled observability into anything that impacts your customers, workforce, networks, website performance, applications, and APIs.
