Job Description

Job Description:

• Leads and coaches a team of SME Account Managers responsible for managing a high-volume book of business across a variety of industries
• Monitors account health, team productivity, and execution of renewal and expansion strategies
• Collaborates with Sales, Product, and Customer Support teams to resolve customer issues, influences roadmap prioritization, and drives customer satisfaction
• Analyzes customer engagement trends and team performance metrics to identify opportunities for improvement and training
• Oversees forecasting and renewal planning across the team’s portfolios, ensuring data accuracy and accountability within Salesforce
• Drives a culture of consultative customer engagement, encouraging team members to identify value-based cross-sell opportunities and refer to Business Development
• Implements standard processes for conducting business reviews, renewal prep, and executive escalations.
• Represents the voice of the customer internally and help evolve go-to-market and pricing strategies based on customer insights
• Supports hiring, onboarding, and continuous development of the SME AM team to improve retention and performance

Job Qualification:

• Bachelor's degree holder of any field
• Must have at least 5 years of experience in B2B customer-facing roles (account management, sales, or customer success), with at least 1-2 years of people management or team
• Familiarity with SaaS or subscription-based solutions, especially in regulatory, compliance, or technical domains
• Experience managing renewals, identifying growth opportunities, and working with cross-functional teams to resolve client issues
• Strong command of Salesforce (or other CRMs), forecasting, and renewal tracking tools.
• Comfortable analyzing data to monitor account health and team KPIs
• Excellent written and verbal communication skills, including ability to prepare business reviews and present to senior stakeholders
• Proven ability to manage, mentor, and grow a high-performing team in a dynamic environment
• Results-driven mindset with a track record of achieving retention and expansion goals
• Natural leader who can influence others, prioritize competing tasks, and model consultative client engagement
• Comfortable working EST hours and partnering with U.S.-based stakeholders across functions