Manager, Account Management

Summary

Join Customer.io as a Manager and play a pivotal role in supporting and developing the account management team. You will work closely with account managers to build strong client relationships, identify growth opportunities, and resolve challenges. The role involves overseeing daily operations, coaching and mentoring account managers, supporting customer retention, attending customer calls, collaborating with cross-functional teams, and assisting in defining KPIs. You will partner with the Director of Account Management to implement strategic account plans and stay informed about customer feedback and industry trends. This position requires a collaborative, team-oriented mindset and excellent communication skills. Customer.io offers a competitive salary and benefits package.

Requirements

• 4+ years of experience in account management, sales, or a related role within the SaaS industry
• 2+ years of experience in a team leadership or mentorship capacity
• Strong interpersonal skills with a focus on coaching and development
• A data-driven approach to decision-making and performance evaluation
• Experience in building and developing key account management processes to help standardize operations across the entire team
• Self-motivated, organized, and results-oriented, with a passion for delivering value to customers and driving business success

Responsibilities

• Oversee the day-to-day operations of the account management team, ensuring a high standard of customer engagement and success
• Coach and mentor account managers to improve skills in relationship building, account planning, and upselling/cross-selling, helping them better align customer needs with our product capabilities
• Support customer retention efforts by proactively identifying risks and working with account managers to address challenges before they escalate
• Attend customer calls as appropriate to elevated customer care and sponsorship in order to strengthen relationships
• Collaborate with cross-functional teams (e.g., Sales, Customer Success, Product) to address customer needs, resolve escalations, and enhance the overall customer journey
• Partner closely with the Customer Success leaders to strategize over retention and expansion outcomes; closely aligning on key touch points in a customer’s post-sales journey
• Assist in defining and tracking key performance indicators (KPIs) to evaluate renewal performance, account health, and team revenue performance
• Partner with the Director of Account Management to implement and refine strategic account plans, ensuring alignment with company goals
• Stay informed about customer feedback, industry trends, and competitor activities to identify potential improvements or innovations for the team

Preferred Qualifications

• You’re passionate about empowering your team to deliver outstanding customer experiences
• You are motivated by coaching and empowering teams to do the work and don’t shy away from the details in order to be effective with your guidance
• You have a collaborative, team-oriented mindset, with a proven ability to foster strong relationships internally and externally
• You thrive in a role that combines strategic thinking with hands-on support and coaching
• You are an excellent communicator, capable of explaining complex ideas clearly and tailoring your approach to a variety of audiences
• You’re comfortable operating in underdeveloped or grey areas, but realize the importance of working towards a defined solution and clear processes
• You embody our company values of empathy, transparency, responsibility, and awkwardness

Benefits

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at Customer.io