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 Senior Account Manager will own and grow complex customer portfolios, focusing primarily on revenue retention and renewals and secondarily on expansion through payments and new messaging use cases. The role partners with Customer Success and cross-functional teams to manage risk, drive adoption, forecast revenue, and deliver commercial outcomes.
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, commercial indicators, and Customer Success inputs
- Develop and execute comprehensive retention action plans in partnership with Customer Success for at-risk accounts
- Lead complex renewal and commercial discussions, including pricing, contract modifications, and value reinforcement tied to measurable customer outcomes
- Navigate challenging commercial situations with a high degree of autonomy and sound judgment, engaging internal leadership and cross-functional partners when appropriate
- Build relationships across multiple levels of the customer organization and effectively engage senior stakeholders, economic buyers, and decision makers as required
- Maintain a rolling renewal forecast that clearly identifies: + Renewal timing + Expected outcome (flat, upsell, downsell) + Risk level and mitigation plan + Associated ARR impact
- Execute comprehensive account planning to identify and prioritize expansion opportunities across larger and more complex customer environments
- Drive incremental ARR through: + Payments adoption and volume growth + Expansion into new messaging use cases, including lifecycle marketing and event-driven communications + Expansion across additional teams, use cases, and business units where appropriate
- 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, usage patterns, adoption data, and measurable outcomes into compelling expansion proposals with clear ROI
- Identify expansion opportunities proactively rather than relying primarily on customer initiated requests
- Maintain a healthy expansion pipeline tied to account plans, renewal cycles, customer maturity, and identified business opportunities
- Deliver meaningful contribution to NRR and expansion ARR across the assigned portfolio
- Design and operationalize customer-specific programs that drive: + Product adoption + Usage growth + Event-driven revenue
- Ensure customers successfully launch and scale new use cases in coordination with Customer Success
- Monitor program performance and adjust approaches based on results, customer feedback, and changing business requirements
- Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption
- Maintain a strong understanding of each customer’s business priorities, commercial environment, and evolving needs to identify both revenue risk and growth opportunities
- 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 + **Senior Account Manager:** retention strategy, renewals, expansion, and commercial outcomes
- Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, Finance, and senior leadership to support customer objectives and resolve complex commercial situations
- Ensure a seamless handoff and ongoing collaboration between Sales and post sale teams
- Exercise sound judgment regarding when additional internal expertise or leadership involvement is required while maintaining ownership of the customer relationship and commercial outcome
- 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
- Maintain clear visibility into portfolio level revenue risk, expansion potential, and expected commercial outcomes
- Prioritize time and resources based on revenue impact, customer risk, expansion potential, and business priorities
- Continuously improve account management processes to increase scalability, predictability, and customer impact
- Leverage customer experience and account management expertise to identify and introduce enhancements to SBT’s account management practices, leading by example and establishing approaches that can be adopted across the broader team
Skills
- 7+ years of relevant experience within SaaS software environments
- 5+ years of experience in an account management or commercial ownership capacity managing complex, enterprise-level customer relationships and significant recurring revenue
- Demonstrated history of successfully protecting, renewing, and growing substantial books of existing customer revenue
- Strong record of achievement against retention, renewal, expansion, NRR, GRR, quota, or other relevant commercial KPIs over multiple years
- Experience managing larger and more complex customer relationships involving multiple stakeholders, decision makers, use cases, and/or business units
- Demonstrable evidence of proactively creating expansion opportunities rather than relying primarily on inbound customer requests
- Demonstrated ability to identify and mitigate account risk before it materially impacts renewal or revenue
- Experience successfully navigating complex renewals, pricing discussions, contract modifications, and challenging customer situations
- Comfortable operating with a high degree of autonomy, accountability, and self direction while knowing when to engage internal leadership and cross-functional partners
- Ability to read, understand, and effectively navigate software contracts
- Strong understanding of multiple pricing models and commercial structures
- Ability to independently lead structured pricing and contract negotiations that protect commercial outcomes without damaging customer trust
- Ability to build and execute comprehensive account plans that prioritize the highest value opportunities and risks across a portfolio
- Ability to manage multiple use cases, stakeholders, and business units within complex customer organizations
- Ability to work effectively within Salesforce and other relevant platforms
- Strong forecasting discipline and attention to CRM accuracy
- Commercially driven with a strong sense of ownership for customer revenue and outcomes
- Self-directed and comfortable taking ownership of complex customer and commercial situations
- Able to build credible relationships across multiple levels of a customer organization, including economic buyers and senior stakeholders
- Comfortable using usage, adoption, financial, and outcome data to build compelling value narratives rather than relying on relationship goodwill alone
- Curious and proactive in understanding customer businesses and identifying opportunities or risks
- Resilient and comfortable navigating challenging renewal, pricing, and contractual conversations
- Strong administrative discipline and commitment to accurately documenting opportunities, risks, forecasts, and outcomes
- Demonstrates sound commercial judgment and knows when to independently drive an issue and when broader organizational involvement is warranted
- Texting, communications, or CPaaS
- Payments capture and processing
- Consumer finance
- Lending
- Accounts receivable management (ARM)
- Banking or broader financial services
- Candidates with exceptional SaaS account management experience in similarly complex customer environments will also be considered
Company Overview