Note: The job is a remote job and is open to candidates in USA. Solutions by Text (SBT) provides conversational messaging and payment solutions for enterprise customers. The Account Manager will manage and grow an existing customer portfolio, with primary responsibility for revenue retention, renewals, churn mitigation, and secondary responsibility for expansion through payments and new messaging use cases. The role also involves account planning, forecasting, CRM management, customer program execution, and cross-functional collaboration with Customer Success and other teams.
Responsibilities
- Own revenue retention for assigned accounts, with accountability for renewals, downsell prevention, and churn mitigation
- Proactively identify accounts at risk of contraction or churn using health signals, usage data, and Customer Success inputs
- Develop and execute retention action plans in partnership with Customer Success for at-risk accounts
- Lead renewal strategy, including pricing discussions, contract modifications, and value reinforcement tied to customer outcomes
- Maintain a rolling renewal forecast that clearly identifies: Renewal timing; Expected outcome (flat, upsell, downsell); Risk level and mitigation plan; Associated ARR impact
- Execute structured account planning to identify expansion opportunities within existing customers
- Drive incremental ARR through: Payments adoption and volume growth; Expansion into new messaging use cases, including lifecycle marketing and event-driven communications
- Partner closely with the Payments team to: Identify customers with payment traffic potential; Position and introduce SBT payments capabilities; Track payment adoption and revenue contribution
- Translate customer business goals and usage patterns into concrete expansion proposals with clear ROI
- Maintain an expansion pipeline tied to account plans, renewal cycles, and customer maturity
- Design and operationalize customer-specific programs that drive: Product adoption; Usage growth; Event-driven revenue
- Ensure customers are successfully launching and scaling new use cases in coordination with Customer Success
- Monitor program performance and adjust strategies based on results and customer feedback
- Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption
- Operate in tight alignment with Customer Success, with shared accountability for account health, retention, and growth
- Clearly delineate responsibilities: Customer Success: adoption, onboarding, value realization; Account Manager: retention strategy, renewals, expansion, commercial outcomes
- Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, and Finance to support customer objectives
- Ensure a seamless handoff and ongoing collaboration between Sales and post-sale teams
- Own accurate forecasting for renewals and expansion within assigned accounts
- Maintain high-quality CRM data, including: Account health indicators; Renewal and expansion opportunities; Forecasted ARR
- Track and report on key performance indicators tied to retention and growth
- Continuously improve account management processes to increase scalability, predictability, and customer impact
- Adhere to the Company's Code of Conduct/Ethics
- Contribute to the professional culture within the office and the company
- Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors
- Support the efforts of senior management and sales staff by maintaining business network of contacts as clients change roles and/or companies
- Ensure security of information in all matters pertaining to company, client, and consumer information
Skills
- 4-6 yrs Experience in a SaaS software company
- 2-4 yrs Experience as an individual contributor with experience in sales, account management or customer success
- Experience with retention, renewals, growing existing accounts
- Experience (texting/payments/industry)
- Experience managing 20-30+ accounts simultaneously
- Demonstrable evidence of success: Solid evidence of achievement against quota or KPIs for several years, including evidence of proactively creating expansion opportunities rather than only responding to inbound requests and identifying and mitigating account risk before it became visible to leadership
- Ability to read and understand software contracts
- Ability to understand and communicate several pricing models and options
- Ability to lead structured pricing and contract negotiations that protect commercial outcomes without damaging trust
- Ability to build and execute an account plan that prioritizes the highest-value opportunities and risks across a full portfolio, addressing multiple use cases within a business unit and/or additional business units
- Ability to work effectively within Salesforce and other platforms
- Hungry, looking to grow into a sales role
- Able to build relationships across multiple levels of a customer organization, including economic buyers and executives, not just a single day-to-day contact
- Comfortable using usage, adoption, and outcome data to build a value narrative, rather than relying on relationship goodwill alone
- Curiosity
- Thick skin, as many customers are trying to get out of or change contracts
- Good administrative skills – must document opportunities and closes effectively
- An individual with experience in texting or communications is strongly preferred
- An individual with experience with payments capture and processing is preferred
- An individual with experience in customer finance, lending, ARM and/or banking is preferred
Company Overview