Senior Account Manager

Senior Account Manager

Full-Time

About the Team

The Zamp Customer Success organization is dedicated to building lasting partnerships with our customers by delivering exceptional support, guidance, and measurable value. Our Account Management & Support team plays a critical role in driving customer satisfaction, retention, and growth. We work cross-functionally to ensure every customer realizes the full potential of Zamp's solutions.

What You'll Do

As a Senior Account Manager, you will own a portfolio of strategic accounts with a core focus on protecting and growing your book of business — driving renewals, identifying upsell opportunities, and staying ahead of customer risk through proactive relationship management and data-informed insight.

You'll also serve as a senior resource across the broader account management function, acting as an escalation point for complex customer issues and helping elevate the team's ability to deliver consistent, high-quality support at scale.

Responsibilities

• Own the full renewal cycle for your account portfolio, from early risk identification through negotiation and close, with a focus on minimizing churn and improving net revenue retention.
• Identify and pursue upsell and expansion opportunities within your book of business, partnering with Sales where needed but owning the motion end to end.
• Maintain a real-time understanding of account health across your portfolio using usage data, support trends, and customer feedback — escalating risk proactively and driving mitigation plans before churn becomes likely.
• Serve as a senior escalation point for complex customer issues, ensuring timely resolution and a high-quality experience.
• Manage and respond to support requests from customers across your book of business, maintaining SLA adherence and clear communication throughout.
• Design and contribute to account management and support processes, playbooks, and best practices that drive consistency and scalability.
• Partner with Sales, Product, Compliance, and Operations teams to surface customer feedback that influences product priorities and identify expansion opportunities.
• Champion the voice of the customer across the organization to continuously improve the Zamp experience.

Who You Are

A customer-obsessed, solutions-oriented professional who is equally comfortable managing executive relationships and rolling up your sleeves to resolve a tricky support issue. You bring structure to ambiguity, communicate clearly under pressure, take ownership of outcomes end to end, and are comfortable owning a number and motivated by hitting it.

Minimum Requirements

• 5+ years of experience in Account Management, Customer Success, or related customer-facing roles, with demonstrated experience handling support or operational functions.
• Proven track record of driving retention and expansion within a SaaS or technology organization.
• Strong understanding of customer success principles and subscription-based business models.
• Experience managing the full renewal cycle, handling escalations, and navigating complex customer situations.
• Experience using CRM and customer success tooling (e.g. HubSpot, Salesforce, Intercom, or similar) to manage pipeline, track health scores, and document account activity.
• Excellent communication, presentation, and relationship management skills.
• Comfortable working cross-functionally and influencing without authority.
• Bachelor's degree in business or a related field preferred.