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About the role
Key responsibilities & impact- Serve as the primary point of contact for assigned customer accounts
- Build trusted relationships with key stakeholders and decision-makers
- Conduct regular business reviews to understand customer objectives, challenges, and growth opportunities
- Develop and execute account plans supporting customer retention, expansion, and long-term success
- Drive renewals and identify upsell and cross-sell opportunities across software solutions, subscriptions, and professional services
- Meet or exceed revenue, retention, and growth targets through proactive pipeline management
- Monitor customer health and proactively address risks affecting satisfaction or retention
- Collaborate with Customer Success and Support teams to resolve issues and ensure positive customer experiences
- Educate customers on industry trends, best practices, and new product capabilities
- Maintain accurate sales forecasts, pipeline activity, customer records, and account plans in CRM systems
- Partner with Product, Marketing, Solution Engineering, Professional Services, Legal, and Finance teams
- Gather and communicate customer feedback, market insights, and product enhancement requests to internal stakeholders
- Manage customer retention, growth, and long-term success within an assigned account portfolio
Requirements
What you’ll need- 5+ years of account management or customer growth experience in a SaaS organization
- Experience managing enterprise or strategic customer accounts
- Experience managing customer contracts, renewals, and commercial discussions
- Experience driving account expansion through upselling and cross-selling initiatives
- Experience navigating complex sales cycles, procurement processes, and contract negotiations
- Proven ability to meet or exceed revenue, renewal, retention, or growth targets
- Experience using CRM systems such as Salesforce, HubSpot, or similar platforms
- Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent professional experience (preferred)
- Experience collaborating across Customer Success, Product, Professional Services, and Sales organizations (preferred)
- Strong analytical skills with the ability to interpret customer data, usage metrics, and business performance indicators (preferred)
- Familiarity with customer success methodologies and account planning frameworks (preferred)
- Strong consultative selling, relationship management, and negotiation skills (preferred)
- Excellent verbal, written, and presentation communication skills (preferred)
Benefits
Comp & perks- Personal development resources, coaching, and support through Accruent’s “Grow Without Limits” program
- Learning and growth opportunities
- Equal opportunity employer
- Reasonable accommodations for applicants with disabilities