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The Role
The Strategic Account Manager will manage and grow key enterprise customer accounts, ensuring value realization and retention through strategic planning and executive engagement.
Summary Generated by Built In
Location requirements:
Remote based role. Open to candidates in the United Kingdom.
About the Role:
The Senior Account Manager (Sr. AM) is responsible for owning and growing a portfolio of strategic enterprise customers. This role focuses on driving customer value realization, retention, and expansion by aligning the platform’s Agentic IT Operations capabilities to customer business and operational outcomes. The SAM operates as the General Manager of their accounts, partnering closely with Sales, Product, Engineering, and Customer teams to deliver measurable impact and long-term partnership value.
What you will do:
- Customer ownership: Own retention and growth for Tier 1 enterprise accounts. Build multi-year strategic account plans aligned to customer IT operations goals.
- Executive engagement: Build relationships with CIOs, VPs of IT Ops, and SRE leaders. Lead EBRs and BVRs that tie platform capabilities to measurable ROI.
- Renewals & expansion: Own renewal strategy and execution. Identify upsell and cross-sell opportunities, manage churn risk, and drive GRR/NRR targets.
- Cross-functional leadership: Coordinate Sales, TAM, SE, Support, and PS teams on your accounts. Advocate for the customer internally while balancing business objectives.
- Voice of customer: Provide structured feedback to Product and R&D. Surface reference, case study, and speaking opportunities to deepen partnerships.
What skills and experience you’ll bring to BigPanda:
- 5+ years in Account Management, Customer Success, or Strategic Accounts in B2B SaaS
- Background in enterprise IT, IT Operations, SRE, Observability, or Incident Management platforms
- Proven track record managing large ARR accounts, renewals, and expansion
- Executive presence — able to translate technical value into business terms
- Comfortable navigating complex, multi-stakeholder enterprise organizations
- At ease operating with ambiguity in fast-moving SaaS environments
About Us:
BigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. BigPanda’s AI-driven IT operations (aka AIOps) platform transforms IT data into insight and action. By eliminating IT noise, automating incident management, and keeping our customers’ digital services up and running around the clock, we become a mission-critical part of our customers’ IT operations.
With BigPanda, some of the world’s largest enterprises including Hulu, Cisco, United, and many others are able to reduce costs and increase efficiencies, accelerate business velocity, and deliver extraordinary customer experiences.
BigPanda is backed by top-tier investors including Sequoia, Mayfield, Battery, Insight Partners, Advent International, and Greenfield Partners.
We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, parental leave, competitive cash and equity compensation, and a supportive, collaborative, and innovative environment to empower you to do the best work of your career.
Our Benefits:
- Competitive Equity
- Remote-first environment
- Generous PTO where you accrue roughly 25 days per calendar year
- Eight (8) paid holidays throughout the year
- Comprehensive health benefits where BigPanda covers your premiums for Private Insurance
- UK Pension Scheme through NEST
- #PandaParent support with fully paid leave options
- Family Planning/Fertility Benefit
- Financial planning services
- Employee learning & development budget
- Values-based recognition (Quarterly and Annually)
- Social community & ERG programs
- Flexible work environment along with a work-from-home stipend to support remote work arrangements
- Values-based culture
Please note that visa sponsorship is not available for this position.
BigPanda offers a generous total rewards package that includes base pay, bonus, equity, and a world-class benefits program. We run two (2) compensation review cycles per year to ensure that managers can recognize employees without much lag between achievement and reward. All of this builds toward the best compensation we can give to anyone: the ability to develop your skills each and every day. BigPanda has a significant focus on career development that is at the core of our employee experience.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Skills Required
- 5+ years in Account Management, Customer Success, or Strategic Accounts in B2B SaaS
- Background in enterprise IT, IT Operations, SRE, Observability, or Incident Management platforms
- Proven track record managing large ARR accounts, renewals, and expansion
- Executive presence to translate technical value into business terms
- Ability to navigate complex, multi-stakeholder enterprise organizations
- Comfortable operating with ambiguity in fast-moving SaaS environments
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The Company
What We Do
BigPanda is the only Event Correlation and Automation platform built for domain-agnostic AIOps. We transform how IT teams prevent outages and resolve incidents by turning data into insights and action. Without BigPanda, IT Ops and DevOps teams struggle with manual and reactive incident response capabilities that are badly suited for the scale, complexity and velocity of modern IT environments. This results in painful outages, unhappy customers, growing IT headcount and the inability to focus on innovation. Fortune 500 enterprises such as Intel, Cisco, United, Nike, Marriott and Expedia rely on BigPanda to prevent outages, reduce costs, and give their teams time back for digital transformation. BigPanda helps organizations take a giant step towards Autonomous IT Operations by turning IT noise into insights and manual tasks into automated actions. BigPanda is backed by top-tier investors including Sequoia Capital, Mayfield, Battery Ventures, Greenfield Partners and Insight Partners. Visit www.bigpanda.io for more information.
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