Mid Market Account Manager
On-siteBoston, Massachusetts, United States
Job Summary
Manage a portfolio of approximately 50 mid-market commuter benefits clients as the primary post-sale point of contact, driving retention, renewals, and account growth through proactive management, risk identification, and strategic renewal planning. Build strong relationships with internal stakeholders including HR, Finance, and Operations while leading commercial conversations, pricing discussions, and RFP participation. Identify and pursue upsell and cross-sell opportunities within the assigned book of business and select accounts outside the portfolio. Partner with Client Success, Product, and IT to resolve escalations and maintain accurate CRM updates and forecasts. Help shape evolving mid-market account management processes and best practices as the function matures. This ground-floor role requires a strong Account Manager mindset, comfort with ambiguity, and high ownership to build while running in an unstructured environment.
Required Qualifications
- Proven experience in account management, client success, or a similar client-facing role supporting mid-market, larger SMB, or enterprise clients
- Experience participating in or leading renewal processes, commercial conversations, or RFPs
- Experience identifying upsell or cross-sell opportunities across an existing client base
- Strong stakeholder management skills with the ability to communicate clearly and confidently with both senior leaders and day-to-day client contacts
- Demonstrated ability to manage complex, multi-stakeholder relationships both externally and internally
- High level of ownership and accountability for client outcomes
- Experience operating in an unstructured or evolving environment where progress requires initiative, judgment, and adaptability
- Strong analytical and problem-solving skills with a solutions-oriented mindset
- Willingness to get into the details across client issues, internal workflows, renewals, upsell opportunities, and cross-functional initiatives when needed
- Ability to manage a larger portfolio while maintaining strong client engagement, prioritization, and commercial discipline
- A minimum of three years of related experience required
Desired Qualifications
- Experience in a growing or evolving organization where processes and playbooks were not fully defined
- Familiarity with commuter benefits, employee benefits, HR technology, or related industries
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