Senior Account Manager

Senior Account Manager

SBT is seeking a Senior Account Manager to own and grow a portfolio of larger, higher-value and more complex customer relationships, with a primary mandate of revenue retention and a secondary mandate of account expansion through payments and new messaging use cases. This role is accountable for ensuring customers are operationally successful, commercially retained, and positioned to expand across SBT's evolving product portfolio, including payments and noncollections use cases such as lifecycle marketing. The Senior Account Manager will operate with a high degree of autonomy and commercial ownership, partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes. The Senior Account Manager will be expected to successfully navigate complex customer environments involving multiple stakeholders, business units, use cases, and commercial considerations. This position requires a demonstrated history of protecting and growing significant recurring revenue while building durable customer relationships and identifying opportunities for continued expansion. This position blends disciplined account management, data driven expansion, commercial judgment, and cross-functional execution and is critical to scaling SBT's customer growth engine.

Key Responsibilities

• Own revenue retention for assigned accounts, with accountability for renewals, downsell prevention, and churn mitigation.
• Proactively identify accounts at risk of contraction or churn using health signals, usage data, commercial indicators, and Customer Success inputs.
• Develop and execute comprehensive retention action plans in partnership with Customer Success for at-risk accounts.
• Lead complex renewal and commercial discussions, including pricing, contract modifications, and value reinforcement tied to measurable customer outcomes.
• Navigate challenging commercial situations with a high degree of autonomy and sound judgment, engaging internal leadership and cross-functional partners when appropriate.
• Build relationships across multiple levels of the customer organization and effectively engage senior stakeholders, economic buyers, and decision makers as required.
• Maintain a rolling renewal forecast that clearly identifies: renewal timing, expected outcome (flat, upsell, downsell), risk level and mitigation plan, associated ARR impact.

• Execute comprehensive account planning to identify and prioritize expansion opportunities across larger and more complex customer environments.
• Drive incremental ARR through payments adoption and volume growth, expansion into new messaging use cases, including lifecycle marketing and event-driven communications, expansion across additional teams, use cases, and business units where appropriate.
• Partner closely with the Payments team to identify customers with payment traffic potential, position and introduce SBT payments capabilities, track payment adoption and revenue contribution.
• Translate customer business goals, usage patterns, adoption data, and measurable outcomes into compelling expansion proposals with clear ROI.
• Identify expansion opportunities proactively rather than relying primarily on customer initiated requests.
• Maintain a healthy expansion pipeline tied to account plans, renewal cycles, customer maturity, and identified business opportunities.
• Deliver meaningful contribution to NRR and expansion ARR across the assigned portfolio.

Customer Program Execution & Outcomes

• Design and operationalize customer-specific programs that drive product adoption, usage growth, event-driven revenue.
• Ensure customers successfully launch and scale new use cases in coordination with Customer Success.
• Monitor program performance and adjust approaches based on results, customer feedback, and changing business requirements.
• Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption.
• Maintain a strong understanding of each customer's business priorities, commercial environment, and evolving needs to identify both revenue risk and growth opportunities.

Customer Success Partnership & Cross-Functional Collaboration

• Operate in tight alignment with Customer Success, with shared accountability for account health, retention, and growth.
• Clearly delineate responsibilities: Customer Success: adoption, onboarding, value realization; Senior Account Manager: retention strategy, renewals, expansion, and commercial outcomes.
• Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, Finance, and senior leadership to support customer objectives and resolve complex commercial situations.
• Ensure a seamless handoff and ongoing collaboration between Sales and post sale teams.
• Exercise sound judgment regarding when additional internal expertise or leadership involvement is required while maintaining ownership of the customer relationship and commercial outcome.

Measurement, Forecasting & Process Excellence

• Own accurate forecasting for renewals and expansion within assigned accounts.
• Maintain high quality CRM data, including account health indicators, renewal and expansion opportunities, forecasted ARR.
• Track and report on key performance indicators tied to retention and growth.
• Maintain clear visibility into portfolio level revenue risk, expansion potential, and expected commercial outcomes.
• Prioritize time and resources based on revenue impact, customer risk, expansion potential, and business priorities.
• Continuously improve account management processes to increase scalability, predictability, and customer impact.
• Leverage customer experience and account management expertise to identify and introduce enhancements to SBT's account management practices, leading by example and establishing approaches that can be adopted across the broader team.

Success Metrics

This role will be evaluated primarily on retention outcomes, followed by account growth and execution excellence, with expectations reflective of the size, value, and complexity of the assigned customer portfolio.

Revenue & Customer Growth

• Revenue Retention (GRR) for assigned accounts
• Net Revenue Retention (NRR) contribution from expansion
• Upsell and cross-sell ARR, with emphasis on payments revenue, new messaging use cases, organic new ARR growth, event-driven revenue generated through customer programs
• Overall revenue protected and expanded across the assigned portfolio

Account Management Performance

• Renewal rate, retention rate, and churn reduction
• Accuracy of renewal and expansion forecasts
• Health and coverage of renewal and expansion pipeline
• Effectiveness of risk identification and mitigation plans
• Demonstrated ability to successfully navigate complex renewals and commercial situations
• Depth and durability of customer relationships across multiple stakeholders and levels of the organization

Operational & Program Effectiveness

• Time-to-launch for new customer initiatives
• Adoption and usage growth of new products and use cases
• Consistency and scalability of account planning and executionEffectiveness in prioritizing opportunities and risks across a complex customer portfolio

Values Alignment

• Serve as a trusted commercial partner to customers and internal teams.
• Embody SBT's core values: We Are Pioneers: proactively identifying new growth paths for customers; We Are Allies: deeply aligned with Customer Success and cross-functional partners; We Pursue Excellence: disciplined execution, accountability, and continuous improvement

Ideal Candidate Profile

• 7+ years of relevant experience within SaaS software environments.
• 5+ years of experience in an account management or commercial ownership capacity managing complex, enterprise-level customer relationships and significant recurring revenue.
• Demonstrated history of successfully protecting, renewing, and growing substantial books of existing customer revenue.
• Strong record of achievement against retention, renewal, expansion, NRR, GRR, quota, or other relevant commercial KPIs over multiple years.
• Experience managing larger and more complex customer relationships involving multiple stakeholders, decision makers, use cases, and/or business units.
• Demonstrable evidence of proactively creating expansion opportunities rather than relying primarily on inbound customer requests.
• Demonstrated ability to identify and mitigate account risk before it materially impacts renewal or revenue.
• Experience successfully navigating complex renewals, pricing discussions, contract modifications, and challenging customer situations.
• Comfortable operating with a high degree of autonomy, accountability, and self direction while knowing when to engage internal leadership and cross-functional partners.

What Will Set You Apart

Direct experience within SBT's markets and customer ecosystem is a significant advantage and will differentiate otherwise similarly qualified candidates, including:

• Texting, communications, or CPaaS
• Payments capture and processing
• Consumer finance
• Lending
• Accounts receivable management (ARM)
• Banking or broader financial services
• Candidates with exceptional SaaS account management experience in similarly complex customer environments will also be considered.

Administrative & Commercial Capability

• Ability to read, understand, and effectively navigate software contracts.
• Strong understanding of multiple pricing models and commercial structures.