Account Manager

Account Manager

SBT is seeking an Account Manager to own and grow a portfolio of existing customers 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 non-collections use cases such as lifecycle marketing. The Account Manager will manage approximately 50 accounts, partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes. This position blends disciplined account management, data-driven expansion strategy, 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, and Customer Success inputs.
• Develop and execute retention action plans in partnership with Customer Success for at-risk accounts.
• Lead renewal strategy, including pricing discussions, contract modifications, and value reinforcement tied to customer outcomes.
• Maintain a rolling renewal forecast that clearly identifies:
• Renewal timing
• Expected outcome (flat, upsell, downsell)
• Risk level and mitigation plan
• Associated ARR impact

Account Growth & Expansion (Secondary Focus)

• Execute structured account planning to identify expansion opportunities within existing customers.
• Drive incremental ARR through:
• Payments adoption and volume growth
• Expansion into new messaging use cases, including lifecycle marketing and event-driven communications
• 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 and usage patterns into concrete expansion proposals with clear ROI.
• Maintain an expansion pipeline tied to account plans, renewal cycles, and customer maturity.

Customer Program Execution & Outcomes

• Design and operationalize customer-specific programs that drive:
• Product adoption
• Usage growth
• Event-driven revenue
• Ensure customers are successfully launching and scaling new use cases in coordination with Customer Success.
• Monitor program performance and adjust strategies based on results and customer feedback.
• Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption.

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
• Account Manager: retention strategy, renewals, expansion, commercial outcomes
• Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, and Finance to support customer objectives.
• Ensure a seamless handoff and ongoing collaboration between Sales and post-sale teams.

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.
• Continuously improve account management processes to increase scalability, predictability, and customer impact.

Success Metrics

This role will be evaluated primarily on retention outcomes, followed by account growth and execution excellence.

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

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

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 execution.

Values Alignment

• Serve as a trusted 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

• 4-6 yrs Experience in a SaaS software company
• 2-4 yrs Experience as an individual contributor with experience in sales, account management or customer success
• Experience with retention, renewals, growing existing accounts
• Experience (texting/payments/industry)
• An individual with experience in texting or communications is strongly preferred
• An individual with experience with payments capture and processing is preferred
• An individual with experience in customer finance, lending, ARM and/or banking is preferred
• Experience managing 20-30+ accounts simultaneously
• Demonstrable evidence of success: Solid evidence of achievement against quota or KPIs for several years, including evidence of proactively creating expansion opportunities rather than only responding to inbound requests and identifying and mitigating account risk before it became visible to leadership
• Administrative Capability
• Ability to read and understand software contracts
• Ability to understand and communicate several pricing models and options
• Ability to lead structured pricing and contract negotiations that protect commercial outcomes without damaging trust
• Ability to build and execute an account plan that prioritizes the highest-value opportunities and risks across a full portfolio, addressing multiple use cases within a business unit and/or additional business units
• Ability to work effectively within Salesforce and other platforms
• Attitudinal
• Hungry, looking to grow into a sales role
• Able to build relationships across multiple levels of a customer organization, including economic buyers and executives, not just a single day-to-day contact
• Comfortable using usage, adoption, and outcome data to build a value narrative, rather than relying on relationship goodwill alone
• Curiosity
• Thick skin, as many customers are trying to get out of or change contracts
• Good administrative skills – must document opportunities and closes effectively

What Will Set You Apart

The account managers who thrive in this role don't just maintain their book; they treat it as a growth engine. A few things set them apart:

• Own outcomes, not just relationships. You're accountable for retention, renewal quality, adoption, and expansion together, and you don't hand off a risk or an opportunity until it's actually resolved.
• See around corners. Rather than