Note: The job is a remote job and is open to candidates in USA. Customer.io provides a platform for automated, behaviorally relevant customer communications across email, push notifications, in-app messages, and SMS. The Senior Account Manager will own a portfolio of mid-market and enterprise accounts, managing renewals, expansion, churn mitigation, forecasting, and strategic customer relationships across the AMER team.
Responsibilities
- Own the full commercial strategy for a portfolio of mid-market and enterprise accounts — renewals, expansion, and churn mitigation
- Drive growth by helping customers adopt Customer.io more strategically, identifying new use cases and articulating ROI clearly
- Forecast renewal and expansion pipeline accurately with a clear, repeatable methodology
- Build multi-threaded relationships from day-to-day operators to Directors and VPs, becoming a trusted commercial advisor
- Partner closely with Customer Success on account health and with Sales on expansion deals
- Engage Legal and Finance on complex renewals and collaborate cross-functionally to move deals forward
Skills
- This role is open to candidates US candidates only
- 5+ years in a Sr Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number
- Experience managing $5m ARR, predominantly in the MM space
- Proven ability to grow customer spend outside of overages or true-ups — genuine expansion through adoption and value articulation
- A forecasting methodology you can walk through clearly — it doesn't need to be a named framework, just logic you own
- Comfortable pulling usage data, tracking health scores, and building your own dashboards
- Strong communicator — clear and persuasive with both technical and non-technical stakeholders
- Based in AMER
Benefits
- 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family
- 16 weeks paid parental leave
- Unlimited PTO
- Stipends for remote work and wellness
- A professional development budget
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