Senior Account Manager

Summary

Join Customer.io as a Senior Account Manager and become a key player in our Americas team. You will be responsible for nurturing client relationships, driving revenue growth, and providing innovative solutions. Leveraging your B2B SaaS expertise, you will resolve issues using sophisticated analytical techniques. This is a growing team seeking a senior individual contributor to navigate change and build for future success. You will work directly with leadership on account strategies and collaborate with CSMs on account health monitoring. The role requires exceptional communication, analytical, and project management skills.

Requirements

• Minimum of 5 years of experience in account management, sales, or related roles within the SaaS industry
• Exceptional verbal and written communication skills, with the ability to convey complex ideas persuasively and adapt communication style to diverse audiences
• Demonstrated ability to analyze data, assess trends, and develop sophisticated strategies to drive business outcomes and achieve revenue targets
• Proven track record of exceeding targets and delivering exceptional customer experiences in a fast-paced, dynamic environment
• Ability to cultivate relationships with senior internal and external stakeholders, influencing decision-making and driving consensus on complex matters
• Familiarity with SaaS platforms and CRM tools, with the ability to quickly learn and adapt to new technologies
• Previous experience managing cross-functional projects or initiatives, coordinating efforts across teams to achieve shared objectives

Responsibilities

• Serve as the primary liaison for high-potential accounts, employing advanced negotiation and communication skills and a deep understanding of client needs to foster lasting partnerships
• Utilize advanced analytical techniques to identify opportunities for revenue growth, including upselling, cross-selling, and expansion strategies tailored to each client's unique requirements
• Work directly with Leadership on the development and execution of comprehensive account strategies, leveraging your expertise to maximize client satisfaction, retention, and revenue generation
• Be a senior voice for the team as you work alongside the CSMs to implement monitoring and analysis of account health, proactively identifying areas for optimization and implementing creative solutions
• Provide high-level support to clients, resolving complex issues and escalations efficiently and professionally to ensure a superior customer experience
• Stay at the forefront of industry trends and market developments, leveraging your expertise to drive innovation and maintain Customer.io's competitive edge

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 ensure your working space is ergonomic and what you need to do your best work!
• One month sabbatical after five years at Customer.io