Account Manager (Retention & Expansion)
New
O
OmnisendEcommerce SaaS
Possibility to work from anywhere in the worldFull-TimeMiddle
SalaryStarting from $80,000 USD/year
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Job Details
- Experience
- 2+ years in account management, customer success, sales or another client-facing commercial role with retention, renewal or revenue targets
- Required Skills
- NegotiationCustomer SuccessAccount Management
Requirements
- Bring 2+ years of experience in account management, customer success, sales, or another client-facing commercial role with retention, renewal, or revenue targets.
- Demonstrate strong negotiation skills, including holding firm on pricing and reducing discounts while maintaining client relationships.
- Show a track record of saving at-risk clients, closing upsells, or growing revenue within an existing customer base.
- Handle cancellations, complaints, price increases, and escalations confidently.
- Adapt quickly when priorities change and switch focus without losing quality.
- Take ownership of results, follow through independently, and raise problems early.
- Organize and manage a portfolio independently and make decisions without waiting for approval at every step.
- Understand digital marketing metrics such as opens, clicks, conversions, and revenue, or be ready to learn them quickly.
- Communicate effectively via email, chat, phone, and video calls.
- Sales experience, SaaS, ecommerce, or email/SMS marketing experience are pluses.
- Experience with HubSpot, Intercom, Mixpanel, Slack, Zoom, G-Suite, Omnisend, or other ecommerce marketing platforms is a plus.
- Experience with subscription renewals, downgrades, or pricing changes is a plus.
Responsibilities
- Own a portfolio of merchant accounts and be accountable for retention, revenue, and growth.
- Monitor account usage, engagement, payment, and performance signals to identify and address churn risk.
- Lead cancellation and downgrade conversations, develop recovery plans, and negotiate outcomes.
- Identify and close expansion opportunities, including plan upgrades, higher contact tiers, new channels, and add-on services.
- Handle pricing and discount conversations to protect pricing and communicate value.
- Run renewals and QBRs, set quarterly goals with clients, and present results.
- Advise merchants on email and SMS marketing to help grow revenue.
- Support onboarding of new managed clients, including migration, warmup, first campaigns, and automations.
- Coordinate with Sales, Support, Billing, and Product/Engineering to resolve issues and share client feedback.
- Maintain CRM notes, forecast renewals and risks, and report portfolio results.
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