Key Account Manager (m/w/d)

Piano Overview  

Piano’s Digital Experience Cloud empowers organizations to understand and influence customer behavior. By unifying customer data, analyzing behavior metrics and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform. Headquartered in Philadelphia with offices across the Americas, Europe and Asia Pacific, Piano serves a global client base, including Air France, the BBC, CBS, Kirin Holdings, Jaguar Land Rover and more. Piano has been recognized as one of the fastest-growing, most innovative technology companies in the world by World Economic Forum, Red Herring, Inc. and Deloitte. For more information, visit piano.io. 

About the Role 

As a Key Account Manager, you will own and grow a portfolio of strategic enterprise customers. Your primary focus will be driving customer retention, contract renewals, and revenue growth through upsell and cross-sell opportunities. 

Acting as the trusted advisor and main point of contact for your accounts, you will build strong executive relationships, understand customer business objectives, and ensure they realize maximum value from Piano's solutions. Working closely with Sales, Product, Customer Success, and Support teams, you will identify growth opportunities, manage renewals, and help shape long-term customer success strategies. 

What You'll Do 

• Own and manage a portfolio of enterprise accounts, building trusted, long-term customer relationships. 

• Drive revenue growth through renewals, upsell, and cross-sell opportunities. 

• Develop and execute strategic account plans aligned with customer objectives and business outcomes. 

• Conduct regular business reviews to demonstrate value, ROI, and new growth opportunities. 

• Monitor customer health metrics, performance, and engagement to identify risks and expansion potential. 

• Serve as the primary customer advocate, ensuring client needs are understood and addressed internally. 

• Lead commercial negotiations and renewal discussions to maximize customer lifetime value. 

• Manage escalations and coordinate cross-functional teams to deliver exceptional customer experiences. 

• Maintain accurate account plans, forecasts, and customer activity within the CRM. 
  

What We're Looking For 

• 4+ years of experience in Key Account Management, Account Management, or Account Executive roles, ideally within B2B SaaS. 

• Proven track record of managing enterprise customers and delivering revenue growth through renewals and expansion. 

• Strong commercial mindset with experience negotiating and closing business opportunities. 

• Excellent relationship-building, stakeholder management, and consultative selling skills. 

• Ability to understand customer business challenges and translate them into strategic solutions. 

• Strong analytical and problem-solving capabilities with a data-driven approach. 

• Highly organized, proactive, and able to manage multiple priorities effectively. 

• Experience in Analytics, Subscription & Billing, AdTech, Digital publishing or media monetization is a plus. 

• Fluent in German and English; additional languages are a plus. 

• Based in Berlin or willing to travel to the Berlin office twice per week. 

Perks at Piano:

• Exciting tasks and space for your ideas
• Collaborative and agile working culture with direct communication
• Vibrant team culture locally and globally
• Additional benefits like stock options and job ticket sponsoring. 
  

Applicants for this position should have authorization to work in this jurisdiction without sponsorship from the Company.