Senior Account Manager

About the Role

Key Responsibilities

Strategic Account Ownership

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  Manage and nurture relationships with high-value, complex, or enterprise-level accounts.

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  Serve as the primary point of contact for strategic customers, ensuring alignment with their long-term goals.

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  Lead Quarterly Business Reviews (QBRs) and strategic planning sessions.

Onboarding & Customer Activation

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  Oversee onboarding for high-priority customers, ensuring a smooth and fast time-to-value.

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  Tailor implementation and training programs based on customer needs.

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  Conduct product demos for inbound leads when required, helping them assess fit and move into the onboarding pipeline.

Growth & Revenue Responsibility

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  Own renewal forecasting accuracy for key accounts.

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  Identify and drive upsell and expansion opportunities.

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  Reduce churn risk through proactive engagement and customer health monitoring.

Relationship Intelligence & Opportunity Tracking

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  Monitor job-change signals and proactively build rapport with former points of contact when they move to new companies, creating warm opportunities for new business.

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  Track social signals such as LinkedIn posts, awards, funding announcements, speaking events, and other updates to engage meaningfully with key stakeholders and strengthen long-term relationships.

Advanced Support & Issue Resolution

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  Handle escalated customer situations with clarity, confidence, and ownership.

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  Coordinate with internal teams to ensure quick resolution of issues.

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  Use Slack for direct customer communication and support where required.

Cross-Functional Collaboration

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  Work closely with Sales, Product, Engineering, and Leadership to support strategic accounts.

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  Provide customer insights that shape roadmap decisions and product improvements.

Process Improvement & Operational Excellence

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  Help define and optimize workflows for customer lifecycle processes.

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  Build or refine frameworks for onboarding, QBRs, customer health scoring, and risk management.

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  Maintain accurate account intelligence, activity logs, and forecasts in Zoho Bigin.

Requirements

Required Skills & Experience

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  4–8+ years of experience in B2B SaaS in Account Management, Customer Success, or client-facing strategic roles.

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  Strong understanding of SaaS metrics, customer lifecycle, and retention mechanics.

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  Exceptional communication, negotiation, and relationship-building skills.

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  Proven experience managing large or complex accounts.

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  Strong problem-solving and analytical thinking.

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  Comfort using tools like Slack, CRMs (especially Zoho Bigin), and support platforms.

Preferred Qualifications

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  Experience in Customer Support or managing technical escalations.

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  Exposure to platforms like Intercom, Zendesk, HubSpot, or Gorgias.

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  Experience with international or multi-time-zone customers.

Benefits

What You’ll Love About This Role

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  High ownership and direct impact on revenue, retention, and customer loyalty.

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  Opportunity to influence product decisions and customer-facing strategy.

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  Fast-paced environment with a strong focus on customer success and innovation.

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  Close collaboration with leadership on strategic accounts and growth initiatives.

Compensation