Account Manager - U.S. Retail

ESG is a SaaS provider serving competitive retail energy suppliers. You will own a portfolio of retail energy clients, drive upsell, renewals and expansion, and be the trusted advisor on best practices and product usage. This role requires hands-on retail energy experience, strong commercial instincts, and the ability to navigate nuance across markets. Position Responsibilities Own end-to-end account health for a portfolio of retail energy clients, driving strategic alignment through QBRs, roadmap discussions, and executive-level communications. Lead renewal strategy and timelines, forecast risk, and execute mitigation plans to protect GRR and NRR. Drive proactive retention by monitoring account engagement, identifying early signs of churn risk, and implementing targeted interventions to strengthen long-term client value. Develop and maintain strong client relationships, identifying and closing expansion opportunities across modules, services, and new business units; partner closely with Sales on larger pursuits. Manage stakeholder expectations, triage issues with Support, and coordinate resolution across Service Delivery, PMO, Product, and Engineering. Build and nurture senior-level relationships across the industry, leveraging your network to open doors and accelerate deal cycles. Maintain accurate CRM hygiene, forecasts, success plans, and executive dashboards to ensure operational excellence. Gather VOC insights and influence the product roadmap with clear problem statements and quantified business impact. Maintain deep knowledge ofthe company’s products and services, ensuring solutions consistently meet evolving client needs. Conduct periodic onsite visits to reinforce client satisfaction, strengthen partnerships, and support ongoing renewals. Prepare sales quotations and respond to RFIs/RFPs with clarity, accuracy, and strategic positioning. Bachelor's degree. Exceptional communication, presentation, and executive facing skills. Proven ownership of a revenue, renewal, or retention target. 4+ years of experience in U.S. retail energy with direct exposure to supplier operations or C&I customer portfolios. Strong understanding of competitive retail energy markets, including working knowledge of major ISOs and supplier operating models. Demonstrated commercial acumen with a track record of driving renewals, expansions, or upsells for SaaS or technology services. Strong client management capabilities with a history of setting expectations, managing escalations, and leading cross functional issue resolution. Established relationships within the retail energy ecosystem - suppliers, brokers, channel partners, and market stakeholders. Excellent executive presence, analytical thinking, and data driven decision making. Proficiency with tools such as HubSpot and comfort with Excel or BI dashboards. Experience supporting SaaS implementations Success Metrics Gross renewal rate and net revenue retention across the book. Expansion ARR and pipeline coverage for upsell and cross-sell. Time to resolution and CSAT for high-impact issues. Executive alignment scorecard completion and QBR cadence adherence. Forecast accuracy within agreed thresholds.