Senior Account Manager Job at Assessfirst (New York)

Job Description

In this full-time role you will own and manage a portfolio of customer accounts, serving as the primary strategic and commercial partner responsible for driving retention, growth, and long-term value. You will be accountable for meeting and exceeding revenue targets through successful renewals, upsells, and cross-sells while building executive-level relationships that position Hivebrite as a trusted partner in achieving customer goals. You will develop strategic account plans, identify expansion opportunities, and proactively drive renewals by understanding customer needs and aligning Hivebrite's platform to their business objectives. Working cross-functionally with Product, Operations, and Support teams, you will deliver a seamless customer experience while demonstrating ROI and reinforcing the value of our platform at every stage of the customer lifecycle.

Job Responsibility

Own and manage a portfolio of 70-100 customer accounts, serving as the primary point of contact for all strategic and commercial activities
Identify and successfully close renewals and expansion opportunities within assigned accounts, achieving or exceeding quarterly and annual revenue targets
Develop and execute strategic account plans to drive growth, align with customer objectives, and ensure long-term retention
Build and maintain executive-level relationships with key stakeholders across your customer base, positioning Hivebrite as a strategic partner
Monitor account performance to identify risks, opportunities, and areas for additional value creation
Reduce churn by understanding root causes of attrition and implementing proactive strategies to retain and strengthen relationships
Lead account reviews and Executive Business Reviews (EBRs) to demonstrate ROI, reinforce value, and align on future initiatives
Negotiate renewals and commercial terms, ensuring alignment with company pricing and profitability goals
Leverage AI agents to prioritize actions, build account plans, and respond to customer questions at scale
Partner cross-functionally with Product, Operations, and Support teams to deliver a seamless customer experience and ensure commitments are met
Develop a deep understanding of the Hivebrite platform and articulate the value to customer stakeholders at all levels of leadership
Host Office Hours sessions to enable frequent customer touchpoints at scale
Forecast renewals and expansions in Salesforce to provide clear reporting to management
Act as the voice of the customer and communicate product feedback to internal teams to ensure customer needs are effectively addressed
Collaborate with the Onboarding team to ensure customers achieve initial value quickly and knowledge is transferred seamlessly from the sales process
Assist the Support team with escalating key customer concerns and driving resolution
Domestic and international travel as needed, ideally visiting each customer once per year
Early morning meetings (before 9am EST) as needed to facilitate discussion with colleagues in the EU

Requirements

5-10+ years relevant work experience as an Account Manager, Customer Success Manager, or Relationship Manager in a B2B SaaS startup/scaleup environment
Proven track record of meeting or exceeding revenue targets through renewals, upsells, and expansion
Strong commercial acumen and demonstrated ability to identify, qualify, and close opportunities within existing accounts
Proven ability to use AI to maximize your individual impact and reduce low-value manual activities
Outstanding ability to articulate the value of a software product and align it to business outcomes
Demonstrated success working cross-functionally to deliver customer outcomes and drive internal alignment
Experience negotiating contract renewals and commercial terms
Ability to prioritize, multi-task, and perform effectively under pressure in a fast-paced environment
Willingness to work within ambiguity and adapt to changing business needs
Understanding of technical concepts (API, SSO) and ability to align them to desired business outcomes
Excellent presentation, written, and verbal communication skills
Outstanding critical thinking and problem-solving skills
Active listener with the ability to uncover customer needs and translate them into actionable account strategies
Results-driven mindset with a focus on measurable impact and team success

Nice to have

Experience working with a multi-cultural team
Knowledge of online community management space

What we offer

Flexible working hours
Open to full remote
Unlimited vacation policy
Retirement plan
Team building
Paid volunteer time

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Senior Account Manager

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