Senior Manager, Account Management (AMER)

5+ years experience leading and managing an Account Management or Customer Success team within the SaaS industry. Demonstrated ability to consistently lead a team to exceed team quotas/targets. Extensive experience supporting and strategically managing a portfolio of global enterprise, strategic customers within the SaaS space. Expertise in designing, implementing, and enforcing data-driven performance assessments for an AM team. Proven success in developing and operationalizing team strategies that drive product utilization, maximize Net Dollar Retention (NDR), and achieve portfolio-level growth goals. Expertise in cross-functional leadership and collaboration with Sales, Solutions, Customer Support, and Product/Engineering.

Direct the team's strategy to develop trusted, long-term relationships with strategic partner reseller customers. Achieve Net Dollar Retention (NDR) and growth targets, driving strategic initiatives for product adoption and expansion. Establish processes for the AM team to understand customer needs and market requirements. Coach and empower the team to expand relationships and propose high-value, cross-product solutions. Ensure clear communication and operational processes between the AM team, customers, and internal stakeholders. Oversee team execution for timely and successful service delivery. Handle strategic escalations and guide the team to implement durable solutions. Drive executive-level progress reporting on key account initiatives.