This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Manager, Account Management in United States.
This role is a high-impact leadership position responsible for scaling and optimizing the account management function within a fast-paced, AI-driven communications environment. You will oversee a distributed team focused on customer retention, expansion, and satisfaction, ensuring consistent execution against key performance metrics. Acting as the operational and strategic bridge between internal leadership and external delivery partners, you will define how account management excellence is executed at scale. The position requires a strong blend of people leadership, analytical thinking, and process design expertise. You will be responsible for building repeatable systems, improving customer outcomes, and enabling teams to deliver world-class service. This is a highly visible role where your work directly influences customer experience, revenue retention, and growth.
Accountabilities:- Lead and manage account management team performance, ensuring achievement of KPIs including churn reduction, CSAT improvement, response SLAs, and retention targets.
- Design, implement, and continuously refine scalable account management processes, workflows, scripts, and communication frameworks for internal and outsourced teams.
- Conduct regular account health reviews, performance analyses, and business deep dives to identify risks, opportunities, and improvement areas.
- Provide coaching, feedback, and quality assurance to ensure consistent delivery of high-standard customer interactions aligned with brand expectations.
- Drive expansion strategy by identifying upsell and cross-sell opportunities and ensuring effective coordination with internal sales or growth teams.
- Analyze account data and CRM insights to anticipate churn risk, generate actionable insights, and inform strategic decision-making.
- Partner cross-functionally to align account management execution with broader customer success and revenue objectives.
Requirements:
- 8+ years of experience in account management, customer success, or related customer-facing roles, including 2–5 years in a leadership capacity.
- Strong experience designing and scaling operational processes, playbooks, and customer engagement frameworks in complex environments.
- Proven ability to lead distributed or cross-functional teams with a focus on performance, accountability, and continuous improvement.
- Strong analytical skills with hands-on experience using CRM platforms such as Salesforce and advanced Excel or equivalent tools.
- Excellent communication and influencing skills, with the ability to provide constructive feedback and align stakeholders at multiple levels.
- Strategic mindset with the ability to balance day-to-day execution with long-term operational design and improvement.
- Highly adaptable, comfortable working in fast-moving, global, and evolving organizational environments.
- Strong problem-solving abilities with a systems-thinking approach to scaling customer operations.
Benefits:
- Comprehensive medical, dental, vision, disability, and life insurance coverage.
- Health Savings Account (HSA), Flexible Spending Accounts (FSA), and commuter benefits.
- 401(k) plan with company match and employee stock purchase program (ESPP).
- Paid time off, sick leave, parental leave, and pregnancy leave support.
- Family-forming benefits including fertility, adoption, and preservation assistance.
- Employee assistance program with 24/7 counseling support.
- Legal services including estate planning and document creation.
- Emergency backup care for children, adults, and pets.
- Employee referral bonus program.
- Discounts and perks program for employees.
- Competitive compensation including base salary, bonus eligibility, equity, and benefits (range varies by location and experience).
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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