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Tier-2 SaaS brand, generalist account manager title, metro location, and broad skill requirements increase competition.
SaaS account management skills are transferable, but product fluency and GRR/NRR metrics create medium specificity.
Explicit 1–4 years plus mandatory renewal and expansion track record enforces strict screening.
Own and manage a portfolio of customer accounts end-to-end, responsible for both Gross Revenue Retention (renewals) and Net Expansion (upsell/cross-sell).
Proactively engage customers across digital engagement tiers, executing account-level Customer Success Plans to identify upsell opportunities and churn risks.
Drive expansion revenue to meet or exceed blended revenue targets while maintaining accurate forecasting and pipeline hygiene.
1-4 years experience in Customer Success, Account Management, or SaaS sales with direct responsibility for retention and expansion targets.
Bachelor's degree required; Business or Computer Science background preferred.
Strong familiarity with SaaS retention and expansion metrics (GRR, NRR, churn, ARR, adoption).
Proficient in CRM and customer success tools for health scoring, forecasting, and reporting.
Experienced in managing a digital-first, high-velocity customer portfolio using tech-touch, low-touch, and targeted 1:1 engagement models.
Able to build consultative, value-driven account plans with ROI narratives and map stakeholders effectively.
Demonstrated capability to balance strong renewal/retention performance with proactive upsell/cross-sell growth within assigned accounts.