Manager, Commercial Account Management
$275,000–$275,000 year
On-siteSan Francisco, California, United States
Job Summary
Hire, coach, and develop a team of commercial account managers by setting clear goals and providing feedback on pipeline management, negotiation, and customer relationship skills. Own the team's rolling forecast and consistently meet or exceed quarterly and annual retention and expansion targets across the portfolio. Build and refine playbooks, processes, and tools to manage the customer lifecycle from onboarding through renewal and expansion. Review portfolio health regularly to identify churn risk early and prioritize accounts and interventions. Get directly involved in complex renewals and expansion conversations, including commercial negotiation and deal structuring. Partner with Deployed Engineers, RevOps, and Product to align on a unified post-sale strategy and represent the customer voice in product evolution. Set and track key metrics such as retention, NRR, and forecast accuracy while reporting team performance to leadership. Support the team through quoting, procurement, and contract processes, resolving escalations requiring additional commercial leverage.
Required Qualifications
- 6+ years of experience in a quota-carrying, customer-facing role such as Account Management, Customer Success, or Renewals Management, preferably within B2B SaaS
- 2+ years of experience directly managing or leading a team of account managers, customer success managers, or similar quota-carrying reps
- A proven track record of hitting team-level retention and expansion targets (e.g., Gross Renewal Rate, Net Revenue Retention), not just individual quota
- Strong coaching instincts, you can diagnose what's holding a rep back in a negotiation or renewal cycle and help them improve
- Strong commercial acumen, with experience overseeing complex, multi-stakeholder renewal and expansion cycles
- Exceptional communication skills, with the ability to represent the team's priorities to cross-functional leadership and to build rapport with customer executives directly when needed
- Proficiency with CRM software (e.g., Salesforce) for forecasting and pipeline oversight
- Comfort operating with a high degree of autonomy and ambiguity in a fast-paced, high-growth environment
Desired Qualifications
- familiarity with the modern AI/LLM stack is a significant plus
- Direct experience at a high-growth, developer-first, or AI/ML infrastructure company
- Experience managing a team through a consumption or usage-based pricing model
- Experience building an account management function from an early or immature stage, writing the first version of the playbook, not just inheriting one
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