Senior Account Manager, eCommerce Communities Growth

Requirements The 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
• Commercial 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

What the job involves 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 Communities segment (e.g., Military, 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
• Quota 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
• Lifecycle 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
• Executive 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
• 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

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