Senior Account Manager

As a Senior Account Manager, you will lead the commercial success and long-term growth of a portfolio of large, strategic enterprise clients. You will take ownership of retention, renewals, and expansion revenue while building trusted relationships with senior executives and decision-makers. Combining commercial strategy with executive-level engagement, you will identify growth opportunities, negotiate complex agreements, and align solutions with clients’ evolving business priorities. Working closely with teams across Client Success Engineering, Professional Services, Support, Product, and Sales, you will ensure a consistent and valuable client experience. This senior individual contributor role offers significant autonomy, strategic influence, and the opportunity to mentor fellow account management professionals. You will help shape long-term partnerships in a dynamic environment focused on SaaS, AI, and digital experience technologies.

• Manage a portfolio of the organization's largest and most strategic enterprise accounts, taking responsibility for Gross Retention, Net Retention, renewals, expansion revenue, and long-term account growth.

• Develop and execute multi-year account strategies aligned with client business priorities and commercial objectives.

• Position solutions as strategic investments that maximize client value and strengthen long-term partnerships.

• Maintain a comprehensive understanding of each account's business needs, priorities, opportunities, and risks.

• Serve as the primary executive relationship owner, building trust with senior stakeholders and C-suite decision-makers.

• Lead Executive Business Reviews and strategic client discussions, demonstrating measurable business outcomes and value delivered.

• Represent the voice of the client internally and act as the executive escalation point for business-related issues.

• Coordinate cross-functional teams to develop and execute effective client resolution plans.

• Identify, qualify, and close complex expansion opportunities across strategic accounts.

• Develop business cases and lead pricing, contract, and renewal negotiations, including multi-year and non-standard agreements.

• Maintain accurate renewal forecasts and commercial pipelines.

• Communicate account performance, business outlook, growth strategies, and risk mitigation plans to leadership.

• Coordinate Client Success Engineering, Professional Services, Support, Product, Sales, and executive leadership around shared client objectives.

• Partner with technical teams to support product adoption and ensure clients realize the intended value of solutions.

• Mentor and coach other Account Managers, sharing best practices in account planning, negotiation, and executive engagement.

• Contribute to knowledge sharing and process improvements across the Client Excellence organization.

• Use generative AI tools to accelerate account planning, client research, business reviews, and communications.

• Review and validate AI-generated content to ensure accuracy, quality, and appropriate handling of confidential client information.

The ideal candidate combines extensive enterprise account management experience with strong commercial judgment, executive presence, and the ability to coordinate complex client relationships across multiple teams and geographies.

• Demonstrated experience managing complex enterprise client relationships across a portfolio, balancing retention, expansion, and long-term strategic planning.

• Proven track record of leading enterprise renewals, commercial negotiations, and large expansion opportunities through successful close.

• Consistent achievement of retention, renewal, and revenue growth objectives.

• Strong forecasting and pipeline management skills, with the ability to identify risks and develop mitigation strategies proactively.

• Ability to build trusted relationships with executive stakeholders and influence senior decision-makers.

• Experience translating client business priorities into multi-year account strategies and coordinating cross-functional teams to deliver them.

• Excellent written and verbal communication, presentation, and executive facilitation skills.

• Experience leading Executive Business Reviews and high-level strategic client discussions.

• Ability to use generative AI tools to improve account planning and client communications while maintaining confidentiality, accuracy, and sound judgment.

• Resourcefulness, adaptability, and the ability to work independently while making effective use of available resources.

• Strong collaboration and interpersonal skills, including the ability to work with diverse teams across different backgrounds, geographies, and professional disciplines.

• Empathy and a customer-focused approach when working with clients, colleagues, and partners.

• Ability to handle sensitive and confidential business information responsibly.

• Experience managing enterprise SaaS clients within a subscription-based business model.

• Familiarity with CRM and customer success platforms for account strategy, forecasting, and commercial performance management.

• Knowledge of enterprise search, artificial intelligence, digital experience, or commerce technologies.

• Previous experience mentoring or informally leading other account management professionals.