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Were looking for an Account Manager to own and grow relationships with existing customers and become a trusted partner in their long-term success.
As an Account Manager, youll be responsible for a portfolio of strategic accounts, building strong relationships with key stakeholders, understanding how our customers use data infrastructure, and identifying opportunities to deepen and expand our partnerships. Youll combine strong relationship management with a commercial mindset - ensuring customers see continued value while driving retention, renewals, and account growth.
This role is ideal for someone who is proactive, customer-oriented, and commercially driven, with the ability to build trust, uncover opportunities, and navigate relationships across both business and technical stakeholders.
Key Responsibilities:
Own and manage a portfolio of existing customers, serving as their primary commercial point of contact throughout the relationship.
Build strong, trusted relationships with key stakeholders and develop a deep understanding of each customers business, needs, and strategic priorities.
Drive customer retention and renewals by proactively managing account health, identifying risks, and ensuring customers continue to see strong value.
Identify and execute expansion opportunities within existing accounts, including upsell and cross-sell opportunities.
Develop account plans and growth strategies for key customers, identifying new use cases, teams, and opportunities to expand the partnership.
Lead commercial conversations, including renewals, pricing discussions, negotiations, and contract expansions.
Work closely with Customer Success, Solutions Engineering, Product, and other internal teams to ensure a seamless customer experience and address customer needs.
Maintain accurate account information, opportunities, forecasts, and activities in the CRM.
Consistently meet or exceed retention, renewal, and expansion targets and KPIs.

We are seeking an execution-driven, data-savvy Head of Scaled Customer Success & Retention to lead the post-onboarding revenue and retention engine within our Customer Experience department.

In this role, you will lead a multidisciplinary team composed of Business Account CSMs, a Failed Payments Recovery Specialist, and a Product Reviews Specialist. You will combine people leadership with tech-touch methodologies, building automated workflows, AI-assisted outreach, and proactive playbooks that maximize customer lifetime value, protect subscription revenue, and scale our operations without linear headcount growth.

This is a builder role designed for a hands-on leader who bridges customer success, marketing mechanics, and lifecycle automation to drive measurable business outcomes.

Key Responsibilities
Team Leadership & People Management: Lead, mentor, and establish operational cadences for a team of 5 direct reports
Business-User Growth & Retention: Lead the proactive CS motion for large accounts. Define account qualification standards, accelerate time-to-value, and build repeatable playbooks that drive product adoption, upsell opportunities, and long-term retention.
Automated Failed-Payment Recovery (Dunning): Own the end-to-end failed payment recovery motion. Transform our existing outreach into a scalable, multi-channel automated system that recaptures involuntary churn at high volume.
Reputation & Social Proof Programs: Oversee the strategy for generating high-quality reviews across key platforms to drive organic acquisition and brand trust.
AI-Driven Journey Optimization: Serve as the primary revenue owner in CX for AI automation initiatives. Ensure maximum revenue conversion rather than just deflecting volume.
Trial-to-Paid Conversion: Partner with Product and Growth teams to eliminate friction points during the customer lifecycle to increase conversion from trial to paid subscriptions.