Description

You will own and grow a portfolio of existing customer accounts, focusing primarily on revenue retention (GRR) and secondarily on expansion through payments and new messaging use cases. This role involves proactive risk management, strategic account planning, and cross-functional collaboration with Customer Success to drive adoption and measurable revenue outcomes.

Requirements

• Proven experience in account management with focus on revenue retention and account expansion.
• Ability to analyze customer usage data and health signals to proactively manage risk.
• Experience driving payments adoption or expanding product use cases within existing customers.
• Strong cross-functional collaboration skills, especially with Customer Success teams.
• Proficiency in CRM tools and forecasting processes.

Responsibilities

• Own gross revenue retention (GRR) for assigned accounts, handling renewals, downsell prevention, and churn mitigation.
• Identify at-risk accounts using health signals and usage data, then develop and execute retention action plans.
• Lead renewal strategy including pricing discussions, contract modifications, and value reinforcement.
• Execute structured account planning to identify expansion opportunities via payments adoption and new messaging use cases.
• Maintain accurate renewal and expansion forecasts with high-quality CRM data.