Account Manager, Commerce & Loyalty (NoCal)

Account Manager, Commerce & Loyalty (NoCal)Mountain View, California, United StatesCompany OverviewID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me's technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to "No Identity Left Behind" to enable all people to have a secure digital identity.Account Manager, Commerce & LoyaltyID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don't need to create a new password when visiting sites that have the ID.me button. ID.me's digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification.Role Overview The Account Manager (AM) is a senior-level, quota-carrying position responsible for the health, retention, and aggressive expansion of our most critical commercial and eRetailing accounts. You are the "CEO" of your assigned book of business within the Commerce & Loyalty segment (e.g., Military, Veterans, First Responders, Students, Teachers, Nurses, etc.). Your mission is twofold: ensure 100% net retention through impeccable renewal management and drive year-over-year (YoY) growth by identifying and closing expansion opportunities within existing customer portfolios.Key ResponsibilitiesRevenue Ownership & GrowthQuota Attainment: Carry and exceed a formal quota composed of both Renewal Revenue (GRR) and Expansion (NRR) within your assigned commercial accounts.Land & Expand Strategy: Identify "white space" within current customers to expand Community Verification products, and drive growth via UX changes.Upsell Execution: Lead the end-to-end sales cycle for expansion opportunities, from initial discovery to contract amendment and closing.Renewal & Retention ExcellenceLifecycle Management: Proactively manage the renewal process starting 180 days out, ensuring zero "dark" periods or budget lapses.Churn Mitigation: Identify "at-risk" accounts early by monitoring usage health, program performance, and organizational changes (e.g., e-commerce leadership turnover or marketing budget shifts).Contract Negotiation: Navigate complex commercial procurement hurdles and vendor management processes to secure multi-year renewals and "sticky" master service agreements.Strategic Account GovernanceExecutive Alignment: Maintain and deepen relationships with key decision-makers in the procurement process, specifically targeting e-commerce, MarTech, and performance marketing personas to ensure our solution remains a top-tier budget priority.Executive Business Reviews (EBRs): Lead high-impact EBRs that translate technical performance data into customer acquisition ROI, conversion rate optimization, and overall business objectives.Voice of the Customer: Act as a strategic liaison between commercial clients and our Product team, providing feedback to product development teams to influence the roadmap based on retail-specific needs.QualificationsExperience & ExpertiseThe Commercial Tech Veteran: 5+ years of experience in a quota-carrying account management, customer success, or "hunter" sales role.Industry Knowledge: Deep knowledge of e-commerce, MarTech, and performance marketing personas and budgets, with a preference for experience working with customers in apparel, consumer electronics, home goods, and/or sports and outdoors segments.Quota Performance: A year-over-year track record of achieving quota, hitting retention targets, and being recognized as a top performer.Deal Complexity: Experience managing portfolios and closing opportunities with ACVs ranging from $100k to $1m on 6 to 12 month sales cycles.Skills & CompetenciesCommercial Savvy: Ability to navigate complex retail organizations and holding companies, maintaining account stability during executive transitions.Analytical Growth Mindset: Skilled at looking at a massive internet retailer and mapping out a multi-year growth plan to capture every available brand and subsidiary.Collaborative Leadership: Experience working closely with internal teams, including Marketing, Solutions Consulting, and Customer Success, to ensure customer satisfaction and success.Startup Agility: Comfortable working for a team in a startup at a growth stage; you possess an entrepreneurial personality capable of effectively solving problems with minimal guidance.Consultative Problem Solving: Superb planning and time management skills with the ability to understand customer pains and provide effective solutions to meet their business objectives.Key Performance Indicators (KPIs)Gross Retention Rate (GRR): Ensuring existing contracts renew on time.Net Revenue Retention (NRR): Growth of the account via upsells and cross-sells.Pipeline Velocity: Speed at which expansion opportunities move through the commercial procurement funnel.Our Core ValuesDon't be a jerk.Always compete.Ask questions like a 5-year old.Inspire people with your passion.Make something better every day.Treat each customer like your favorite family member.Own your mistakes so you can learn from them.Details are everything.Act like a scientist, not a talking head.Be truthful (even when it's hard).Reflect ID.me's values in your actions.If the rule prevents the right outcome, then break the rule.