Rently

Account Manager

• Develop customer relationships that promote growth and retention within strategic accounts
• Guide identified customers through the strategic lifecycle from opportunity and pilot to close won
• Manage the entire customer lifecycle, including initial onboarding, successful renewal, and expansion
• Identify, develop, and close revenue opportunities within assigned strategic accounts
• Manage the pipeline from qualification to close
• Direct pilot cycles to ensure successful completion and rapid scaling across client portfolios
• Maintain trusted relationships with key stakeholders and executive sponsors
• Provide proactive engagement and strategic reporting
• Partner with Product, Sales, and Engineering teams to translate client requirements into scalable solutions
• Provide advanced data analyses and actionable insights to drive customer value and identify new revenue streams
• Maintain detailed, current documentation of client activities, strategic plans, and opportunities in the CRM
• Serve as an escalation point for customers
• Escalate internal issues to the Vice President of Client Success

Strategic Account Manager, I

Customer Success Manager

• Develop customer relationships that promote growth and retention
• Work closely with customers to ensure satisfaction and improve areas of dissatisfaction
• Identify and escalate opportunities for growth and clients at risk
• Conduct regular check-ins and quarterly business reviews with assigned clients
• Provide actionable insight and data analysis for customers
• Participate in team meetings and provide process enhancement feedback
• Demonstrate increasing knowledge of Rently products and integrations
• Document and update client records, support notes, and interactions in Salesforce, ZenDesk, Dialpad, Confluence, and other tools
• Ensure compliance with Rently best practices and established policies and procedures
• Meet OKRs and KPIs communicated by the manager
• Sustain business growth and profitability by maximizing value
• Analyze customer data to improve customer experience and minimize churn
• Hold product demonstrations and aid in product design and development
• Evaluate and improve tutorials and communication infrastructure
• Mediate between clients and the organization, escalating requests and complaints as needed

Client Success Manager

Business Operations

• Lead day-to-day technology operations for Rently employees
• Deliver hands-on deskside support and manage onboarding, offboarding, access, and licensing for approximately Rently US employees
• Collaborate with IT counterparts in India and China who administer their own regions
• Own the Halo ITSM ticket queue, monitor trends, set priorities, and drive issues to resolution
• Serve as the escalation point above AI-assisted first-tier support
• Improve support runbooks and automation
• Administer Google Workspace, JumpCloud single sign-on, SentinelOne, and Mac and Windows endpoints
• Manage office and conference-room technology
• Direct Salesforce and NetSuite administration through platform specialists
• Own intake for system requests and evaluate business impact and ROI
• Recommend Salesforce, NetSuite, or purpose-built internal applications for business needs
• Prioritize administrator queues and maintain clean data flow between CRM and ERP
• Manage vendor relationships, contract reviews, renewals, license usage, and system spend
• Enforce the company's AI governance policy and maintain approved-tool controls
• Help shape AI governance policy with the Director of Operations
• Support SOC 2 and ISO 27001 / ISO 27701 compliance efforts
• Report to the Senior Director of Operations

Strategic Account Manager, I

Client Success Manager

IT & Business Systems Manager