Senior Account Manager

Summary

Join Feedonomics as a Senior Account Manager and cultivate strategic relationships with key clients across the Feedonomics and BigCommerce platforms. You will be responsible for driving expansion and renewals within existing accounts, serving as the primary point of contact for client needs, and ensuring exceptional results. This role requires a minimum of 7 years of experience managing complex B2B and/or B2C SaaS accounts, a proven track record of exceeding targets, and strong communication and analytical skills. You will develop and execute strategic plans to identify upsell and cross-sell opportunities, manage key account metrics, and collaborate with internal and external teams. Feedonomics offers a remote-first work environment with competitive pay, unlimited PTO (or up to three weeks for hourly employees), comprehensive benefits, and various perks.

Requirements

• Minimum of 7+ years managing complex B2B and/or B2C SaaS accounts with a proven track record of achieving retention and expansion goals in a subscription-based model
• Demonstrated ability to identify and capitalize on expansion opportunities within existing accounts while consistently exceeding renewal targets
• Proven success in managing global accounts and multi-regional teams, effectively navigating cultural differences, time zones, and language barriers
• Exceptional interpersonal and communication skills to build trust and foster long-term client relationships
• Strong strategic and data-driven mindset; experienced with CRM and customer success tools like Salesforce or Gainsight
• Ability to analyze customer usage data, track KPIs, and present data-driven insights to demonstrate ROI and identify growth opportunities
• Adept at negotiating and aligning customer goals with company objectives while collaborating effectively with internal teams and agency partners
• Comprehensive understanding of SaaS metrics, customer lifecycle management, and the ability to manage expectations across diverse stakeholders
• Experience acting as the ‘Quarterback’ for customer accounts, aligning internal and external efforts to achieve impactful results

Responsibilities

• Develop and execute a systematic plan to identify, qualify, and build a pipeline of upsell and cross-sell opportunities for the suite of BigCommerce Inc. products, including BigCommerce B2B, BigCommerce B2C, Feedonomics, Makeswift, and Recurring Professional Services
• Create a detailed territory plan, outlining strategies, target accounts, and actions needed to exceed revenue goals
• Construct and maintain account plans for top clients, identifying growth opportunities and potential challenges while providing a clear roadmap for expansion
• Serve as the primary point of contact for client inquiries, business requirements, and escalations, ensuring proactive and responsive communication
• Lead regular business reviews, presenting insights on usage, performance, and ROI, while identifying additional growth opportunities
• Collaborate with internal teams (sales, product, support) and external agency partners to ensure seamless delivery of initiatives that meet customer expectations
• Develop tailored proposals, contracts, and presentations to communicate the value of BigCommerce Inc. offerings effectively
• Manage key account metrics, track engagement, and identify at-risk accounts, ensuring proactive account management and consistent reporting to stakeholders
• Drive renewals and achieve expansion goals, focusing on high-impact activities that align with client objectives
• Handle client inquiries and escalations with a solutions-focused approach, ensuring high customer satisfaction
• Maintain accurate records of client interactions, proposals, and account details in CRM systems, ensuring data accessibility and transparency

Benefits

• Remote work set-up
• Competitive pay
• Unlimited PTO for salaried positions and up to three weeks for hourly employees
• Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
• Monthly half-day Fridays (yes, really!)
• 401K retirement plans with company match
• Family benefits, such as parental leave, transition benefit for new parents, newborn sick leave, adoption assistance, pet insurance and more
• Internal Feedonomics skill certifications
• Virtual and in-person team events
• FeedoFUNds, a dedicated budget to foster and build relationships across the company for team events
• Employee Resource Groups (ERG)
• Referral bonus program