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Protocol Intelligence
Data-driven signals on your job's competitivenessTier-1 brand, mid-level generalist AM title, metro location, and broad SaaS skill requirements.
Role requires SaaS-specific metrics and product fluency, limiting cross-industry transferability.
Explicit 3–7 year requirement plus SaaS retention/expansion quota and product fluency raise screening rigor.
Job Description
Structured overview of role & requirementsAbout This Role
Own and manage an assigned portfolio end-to-end, accountable for renewal/retention (Gross Revenue Retention) and expansion outcomes through upsell and cross-sell.
Proactively engage customers using a tiered digital engagement model combining tech-touch, low-touch, and targeted 1:many plays based on segment, risk, and opportunity signals.
Drive expansion revenue to meet or exceed blended revenue targets while identifying and mitigating churn risk using data-driven health scores and customer success plans.
Minimum Requirements
3–7 years in Customer Success, Account Management, or SaaS sales with direct experience in both retention and expansion/upsell targets.
Bachelor's degree required; Business or Computer Science background preferred.
Experience managing a digital-first portfolio at scale using tech-touch and low-touch cadences along with targeted 1:1 engagement.
Strong communication skills and proficiency with CRM and customer success tools for forecasting, health scoring, and reporting.
Ideal Candidate Profile
Proven track record balancing renewal/retention and expansion/upsell performance within a SaaS environment.
Consultative operating style comfortable building business cases, ROI narratives, and account plans across multiple stakeholders.
Experienced at managing high-velocity, data-driven customer portfolios leveraging digital engagement and cross-functional partnering to drive outcomes.