Manager, Account Management
$160,000–$220,000 year
On-siteNew York City, New York, United States or New York, United States
Job Summary
Own team-level retention and expansion targets by translating company NRR goals into individual quotas and coaching the team to hit them. Recruit, hire, and ramp new Account Managers while running a consistent coaching cadence including deal reviews, call shadowing, and QBR prep to raise team performance. Maintain forecasting rigor across the book of business, partner with RevOps to refine segmentation and health-scoring models, and document SOPs for the renewal and expansion motion. Spot systemic churn patterns to drive proactive intervention playbooks and collaborate with Support, Product, and Engineering to resolve complex customer issues and represent the voice of the customer in roadmap discussions. Design a distinct motion for smaller or early-stage accounts and ensure seamless handoffs with Sales and Activations leadership.
Required Qualifications
- Minimum 4-5 years of B2B account management, customer success, or sales experience
- At least 2-3 years directly managing a quota-carrying team
- Proven track record of leading a team to consistently meet or exceed retention and expansion targets
- Strong coaching instincts and ability to diagnose why a rep is underperforming (skill, activity, or account quality) and correct it
- Experience building or significantly improving account management processes, playbooks, or tooling from the ground up
- Comfort with forecasting and reporting rigor
- Fluency with a modern CS/sales stack (e.g., Salesforce, Metabase, Pylon, Linear or equivalent)
- Excellent communication and stakeholder management skills
- High adaptability and comfort with the pace and ambiguity of an early-stage startup
- Commit to being on-site 5x per week
Desired Qualifications
- Experience managing account managers who serve early-stage startup or high-growth B2B SaaS customers
- Background scaling an Account Management function through a period of rapid headcount growth
- Experience designing compensation structures, quota frameworks, or account segmentation/tiering models
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