Senior Customer Account Manager - East

As a Senior Customer Account Manager, you own the full post-sale relationship for a book of Enterprise accounts — driving value realization, account health, and renewals while proactively surfacing expansion opportunities. You are the customer’s primary point of contact from the moment a deal closes through onboarding, ongoing value delivery, expansion, and renewal, and net revenue retention across your portfolio is the clearest signal of how well you’re doing that.

• →Own the strategic customer relationship post-sale. Serve as the primary post-sale customer touchpoint for Enterprise accounts, focused on outcomes, relationship health, and business alignment.
• →Drive onboarding and adoption. Build and align on an onboarding plan with the customer and internal teams (Technical Account Managers, Account Executives, Solutions Engineers, and Training) so accounts see value quickly.
• →Lead Executive Business Reviews. Deliver EBRs that connect progress to goals, align on roadmap, and keep the right stakeholders engaged on a regular cadence.
• →Monitor account health. Use data driven insights and engagement signals to flag risk or satisfaction gaps before they escalate, and coordinate mitigation.
• →Surface and route expansion opportunities. Identify qualified upsell and cross-sell opportunities and collaborate with the Account Executive, growing the value of your book over time.
• →Lead the commercial renewal motion. Validate value early, partner with Account Executives on expansion plays, and own the process through signatures.
• →Drive advocacy and reference activity. Build customer testimonials, case studies, and community engagement, including Training Camps and the Customer Advisory Board.

• Software background in an XaaS business such as SaaS, PaaS, or IaaS, with a preference for candidates experienced in managing customer relationships across IT Operations, Finance, and Software Engineering.
• Expertise in contract negotiation and conflict resolution.
• Demonstrated experience in customer relationship management, including developing and fostering relationships at all levels within customer organizations — ideally within the Enterprise segment.
• Proven ability to facilitate executive-level business reviews (QBRs/EBRs) and build relationships with VP-level and above stakeholders, following a LAER model (land, adopt, expand, retain).
• Ability to recognize, qualify, and route expansion opportunities to the right owner.
• Accurate forecasting skills and a strong understanding of the customer base and account health signals.
• Ability to articulate a value proposition with a technical theme.
• Comfortable using AI tools to work more efficiently across account research, prep, and reporting — freeing up time for higher-value customer conversations.

• A minimum of 8+ years of experience in a customer success or account management role, preferably within the technology industry.
• Strong understanding of cloud computing, IT services, or related fields.
• Demonstrated ability to build and maintain strong relationships with customers, ensuring their success and satisfaction.
• Experience managing customer accounts end-to-end, including handoffs, onboarding, renewals, and escalations. Exceptional collaboration skills with TAMs and Sales to drive value faster.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Understanding of customer success metrics (GRR, NRR) and the ability to analyze data to drive insights.

• Familiarity with Virtual Desktop Infrastructure (VDI), the Microsoft Azure ecosystem, and cloud services.
• Knowledge of IT project management methodologies and best practices.