Manager, Account Management

We’re looking for a Manager of Account Management to drive customer retention, lead a team of account managers, and ensure customer success through exceptional relationship management. In this player-coach role, you will be responsible for managing key account renewals and expansions while mentoring and supporting a team of Account Managers to exceed performance goals. This role is integral to scaling our Account Management function and delivering on our promise of outstanding customer outcomes.

The ideal candidate combines a passion for coaching with hands-on expertise in managing strategic accounts. You’ll bring a mix of strategic thinking, relationship-building skills, and operational excellence to inspire your team and ensure customers achieve their desired outcomes.

Role Responsibilities:

Own Strategic Relationships & AM Strategy

• Shape and execute AM Strategy at scale, serving as a key voice in defining our operating model and tooling while directly managing ~30 high-value strategic accounts and leading renewal and expansion efforts.

• Drive Customer success and growth, building trusted relationships with key stakeholders, analyzing account performance, identifying expansion opportunities, and developing strategic plans for renewals and upsells.

Lead & Customer Advocacy

• Lead and develop a high-performing team of 3-4 AMs, setting clear goals and KPIs, coaching for growth, supporting onboarding and performance management, and fostering a collaborative, customer-first culture.

• Own team retention & expansion outcomes, proactively monitoring performance, addressing challenges, and guiding the team through change, new processes, and evolving customer segments.

• Optimize AM operations & forecasting, refining processes, ensuring strong CRM hygiene, and providing regular, accurate forecasts to leadership while partnering cross-functionally to deliver a seamless, scalable customer experience.

• Drive customer advocacy and insight, collaborating with Customer Success to strengthen the customer journey, QBRs, and value tracking, while surfacing feedback, risks, and growth opportunities and developing customer advocates.

What Success Looks Like

• Team consistently hits retention and expansion targets
• Clear, repeatable AM playbooks in place
• Improved forecast accuracy
• High AM engagement and low attrition
• Strong alignment with CS and Sales on customer journey

About You:

• 5+ years of experience in Account Management, Customer Success, or related roles within a SaaS or B2B environment.
• Proven track record of managing and renewing strategic accounts, including experience with negotiation and upsell strategies.
• Demonstrated experience in managing and coaching high-performing teams, with a focus on employee development and engagement.
• Strong relationship-building skills with the ability to engage stakeholders at all levels.
• Excellent organizational and project management skills, with the ability to prioritize and manage multiple tasks effectively.
• Proficiency with CRM tools (e.g., Salesforce, HubSpot) and familiarity with data-driven decision-making.
• A strategic thinker with the ability to anticipate challenges and proactively address them.

About Vitally:

Vitally is a Customer Success platform built for strategic and proactive CS teams looking to easily prevent churn and retain (and identify) their best customers. Some of the best CS teams at companies like Mixpanel, Segment, and Productboard trust Vitally to unify their customer data. We make it possible with our powerful analytics dashboards, intuitive automations, and project management tools that all together make their customer data collaborative, measurable, and actionable for all key stakeholders-- from CSMs to CEOs.

We’re a high-growth, VC-backed startup who, at the end of the day, are looking to onboard people who want to have a profound impact on both the business and their own career. How? Working together to build the future of Customer Success.

If you get excited about ownership, autonomy, impact, and quality output -- then we’re excited about you. We’re not here to hold your hand, but we’re here to build a great product together.

Benefits & Culture:

• Salary: We offer a competitive salary for your experience as well as location.
  • The comp base for this role starts at $140,000 and increases depending location and seniority of the candidate.
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits:
  • 100% of health/dental/vision insurance premiums covered by us for you, your partner, and dependents
  • 401k through Empower
  • Commuter benefits
  • Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
  • Flexible work hours and work-from-home policy
  • Yearly education stipend
• Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally.