Account Manager, Direct Sales - United States

Location: Remote - Europe and USA (East and Central time zones) About Napster: Founded on the principle of democratizing access, first to music in 1999, now to expertise in the AI era, Napster has consistently remained at the forefront of technological shifts that empower users. Today, the company builds embodied, multimodal AI agents that engage employees and customers where they already work: through video presence, voice, and text. Designed to work alongside people rather than replace them, Napster’s agents carry institutional knowledge into every interaction, elevating the user’s experience and improving business outcomes. For more information, visit napster.com. Role Overview: The Account Manager is responsible for owning the client relationship after go-live for direct clients in their region. Reporting to the Head of Account Management, this role drives adoption, retention, and expansion across an assigned book of accounts — turning a successful implementation into a growing, multi-year relationship. This is a highly relationship-driven role. The successful candidate builds trust with client stakeholders through regular check-ins and QBRs, monitors account health and usage proactively, and spots expansion opportunities early — while partnering closely with Solutions Engineering, Professional Services, and Customer Support to keep every account healthy. Together with the Head of Account Management, Sales, Solutions Engineering, and Professional Services, this role ensures that every client relationship remains commercially strong, technically well-supported, and set up for long- term growth. Key Responsibilities: Client Relationship & Adoption Own the primary relationship with each client's key stakeholders following handoff from Professional Services. Drive early adoption in the first 2–4 weeks post-launch, tracking usage and resolving onboarding friction. Multi-thread across the client organization — build relationships beyond the original champion to protect against churn risk. Renewal, Retention & Expansion Own the renewal timeline for every account, building the renewal case well ahead of contract end using real usage and value data. Monitor account health and performance against agreed metrics; surface both wins and early warning signs proactively. Identify expansion opportunities within the account and hand qualified opportunities to Sales with full context — relationship history, usage data, and stakeholder map. Cross-Functional Execution Partner with Solutions Engineering, Professional Services, Customer Support, and Sales to keep each account healthy end to end. Triage support questions directly where possible and route technical issues to Professional Services or Support with full context. Run quarterly business reviews covering value delivered, usage trends, and what's changing in the client's business. Qualifications: 5+ years in Account Management, Customer Success, or Client Partnerships within enterprise software or SaaS. Proven track record of driving renewal and expansion across a portfolio of accounts. Strong understanding of adoption, usage, and account-health metrics, and how to act on them before they become churn risk. Experience working cross-functionally with technical delivery teams (implementation, engineering, or professional services). Exceptional relationship-building, communication, and stakeholder management skills. Comfortable owning a commercial number (renewal/NRR) without directly running the sales cycle. Success Measures: Success is measured by the health and growth of the assigned book of business: Net Revenue Retention (NRR) across the assigned portfolio. Gross renewal rate, tracked separately from expansion so churn risk isn't masked by upsell. Expansion opportunities sourced and handed to Sales with sufficient context to convert. Adoption and account-health score trend across the portfolio. Time-to-value during onboarding for newly launched accounts. Paid Time-Off: Flexible vacation time and 10 company holidays. Health Plans: Robust medical, dental, and vision plans for you and your dependents. Disability, life insurance, and FSA benefits are also available. Wellness: Access to Teladoc and an EAP. Parental Leave: Paid leave. Retirement Savings: Contribute pretax earnings to our 401(k) Plan. Our Culture: Impact: Play a crucial role in our growth journey. Culture: Join a vibrant team valuing creativity and collaboration. Growth: Thrive in a fast-paced, dynamic environment. Reward: Enjoy competitive compensation, equity opportunities, and comprehensive benefits. We’re looking for more forward-thinking, collaborative people to be part of our innovation journey and mission to push the boundaries of technology. If you’re ready to help us achieve this vision, we’d love to hear from you! At Napster Corp, we're looking for people who are invigorated by our values and driven to change the world, not those who simply check off boxes. Napster embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We strive to build a company that reflects a global audience. CCPA Notice for California Job Candidates: Please review our CCPA notice at #J-18808-Ljbffr Napster Corp.