Description
Position Summary The Global Flagship Accounts Manager is responsible for driving customer retention, growth, and long-term success within an assigned portfolio of accounts. This role partners cross-functionally with Sales, Customer Success, Product, and Professional Services teams to deliver exceptional customer experiences while achieving revenue and retention objectives. Success in this role requires strong consultative-selling skills, customer advocacy, business acumen, and the ability to manage complex customer relationships throughout the account lifecycle.
Key Responsibilities
Serve as the primary point of contact for assigned customer accounts, building trusted relationships with key stakeholders and decision-makers
Conduct regular business reviews to understand customer objectives, challenges, and opportunities for growth
Develop and execute account plans that drive customer retention, expansion, and long-term success.
Drive renewals and identify upsell and cross-sell opportunities across software solutions, subscriptions, and professional services.
Meet or exceed assigned revenue, retention, and growth targets through proactive pipeline management
Monitor customer health and proactively address risks that could impact customer satisfaction or retention
Collaborate with Customer Success and Support teams to resolve issues and ensure a positive customer experience.
Educate customers on industry trends, best practices, and new product capabilities that support their business goals.
Maintain accurate sales forecasts, pipeline activity, customer records, and account plans within CRM systems
Partner closely with Product, Marketing, Solution Engineering, Professional Services, Legal, and Finance teams to align solutions with customer needs
Gather and communicate customer feedback, market insights, and product enhancement requests to internal stakeholders
Basic Qualifications
5+ years of account management or customer growth experience in a SaaS organization
Experience managing enterprise or strategic customer accounts
Experience managing customer contracts, renewals, and commercial discussions
Experience driving account expansion through upselling and cross-selling initiatives
Experience navigating complex sales cycles, procurement processes, and contract negotiations.
Proven ability to meet or exceed revenue, renewal, retention, or growth targets.
Experience using CRM systems such as Salesforce, HubSpot, or similar platforms.
Preferred Qualifications
Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent professional experience.
Experience collaborating across Customer Success, Product, Professional Services, and Sales organizations.
Strong analytical skills with the ability to interpret customer data, usage metrics, and business performance indicators.
Familiarity with customer success methodologies and account planning frameworks
Strong consultative selling, relationship management, and negotiation skills.
Excellent verbal, written, and presentation communication skills.