Senior Account Manager

About the Role  

Key Responsibilities  

Strategic Account Ownership  

• Manage and nurture relationships with high-value, complex, or enterprise-level accounts.
  

• Serve as the primary point of contact for strategic customers, ensuring alignment with their long-term goals.
  

• Lead Quarterly Business Reviews (QBRs) and strategic planning sessions.
  

Onboarding & Customer Activation  

• Oversee onboarding for high-priority customers, ensuring a smooth and fast time-to-value.
  

• Tailor implementation and training programs based on customer needs.
  

• Conduct product demos for inbound leads when required, helping them assess fit and move into the onboarding pipeline.
  

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Growth & Revenue Responsibility  

• Own renewal forecasting accuracy for key accounts.
  

• Identify and drive upsell and expansion opportunities.
  

• Reduce churn risk through proactive engagement and customer health monitoring.
  

Relationship Intelligence & Opportunity Tracking  

• Monitor job-change signals and proactively build rapport with former points of contact when they move to new companies, creating warm opportunities for new business.
  

• Track social signals such as LinkedIn posts, awards, funding announcements, speaking events, and other updates to engage meaningfully with key stakeholders and strengthen long-term relationships.
  

Advanced Support & Issue Resolution  

• Handle escalated customer situations with clarity, confidence, and ownership.
  

• Coordinate with internal teams to ensure quick resolution of issues.
  

• Use Slack for direct customer communication and support where required.
  

Cross-Functional Collaboration  

• Work closely with Sales, Product, Engineering, and Leadership to support strategic accounts.
  

• Provide customer insights that shape roadmap decisions and product improvements.
  

Process Improvement & Operational Excellence  

• Help define and optimize workflows for customer lifecycle processes.
  

• Build or refine frameworks for onboarding, QBRs, customer health scoring, and risk management.
  

• Maintain accurate account intelligence, activity logs, and forecasts in Zoho Bigin.
  

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Required Skills & Experience  

• 4–8+ years of experience in B2B SaaS in Account Management, Customer Success, or client-facing strategic roles.
  

• Strong understanding of SaaS metrics, customer lifecycle, and retention mechanics.
  

• Exceptional communication, negotiation, and relationship-building skills.
  

• Proven experience managing large or complex accounts.
  

• Strong problem-solving and analytical thinking.
  

• Comfort using tools like Slack, CRMs (especially Zoho Bigin), and support platforms.
  

Preferred Qualifications  

• Experience in Customer Support or managing technical escalations.
  

• Exposure to platforms like Intercom, Zendesk, HubSpot, or Gorgias.
  

• Experience with international or multi-time-zone customers.
  

What You’ll Love About This Role  

• High ownership and direct impact on revenue, retention, and customer loyalty.
  

• Opportunity to influence product decisions and customer-facing strategy.
  

• Fast-paced environment with a strong focus on customer success and innovation.
  

• Close collaboration with leadership on strategic accounts and growth initiatives.
  

Compensation