Strategic Account Manager

Dizzion is seeking a driven and customer-focused Account Manager (AM) to own and grow relationships across our customer base. In this role, your primary mission is to deliver measurable value to our clients, ensure they renew year over year, and identify strategic opportunities to expand our footprint.

Our customer portfolio spans SMB to enterprise, with a strong concentration in the mid-market space. Because our SaaS platform handles complex business technology workflows, you don't need to be an engineer, but you should have the technical curiosity to grasp understand core platform concepts and translate them into business outcomes. You will serve as the customer's strategic advocate, working cross-functionally with Product, Support, Engineering, and Sales to remove friction, deepen adoption, and protect recurring revenue.

This role carries a competitive compensation structure with direct commissions tied to both retention and expansion. The AM is accountable for driving customer retention, contract renewals, account growth, and overall customer health by ensuring each customer realizes tangible, measurable value from their investment in Dizzion's Desktop as a Service (DaaS) platform.

Responsibilities:

Customer Relationship Management

• Serve as the primary business contact for an assigned portfolio of customers, including mid-market and enterprise accounts.
• Build and maintain strong relationships with executive sponsors, business stakeholders, and key decision-makers.
• Demonstrate a deep understanding of the customer journey, including implementation milestones, time-to-value benchmarks, and the transition from onboarding to steady-state success.
• Apply proactive health measurement practices to identify risk signals early and drive interventions before issues escalate.
• Partner with Technical Account Management and Support teams to ensure customers consistently achieve expected outcomes.

Retention and Renewals

• Proactively manage renewal timelines, flag risks early, and develop mitigation strategies with clear ownership.
• Monitor account health and customer engagement metrics using CRM and health scoring tools to stay ahead of churn signals.
• Maintain accurate, current data in CRM including: account health scores, stakeholder maps, open risks, and renewal status.
• Apply AM best practices around health scoring, engagement cadences, and escalation frameworks to manage portfolio risk systematically.

Account Expansion & Growth

• Identify and develop opportunities for expansion, upsell, and cross-sell within existing accounts.
• Map customer organizations to uncover additional stakeholders, departments, and use cases.
• Align Dizzion solutions with the customer's evolving business needs to build a clear path to additional value.
• Support contract negotiations and expansion discussions to drive revenue growth and customer value.

Cross Functional Leadership

• Act as the internal advocate and coordinator for assigned customers.
• Partner closely with Product, Support, Engineering, and Operations teams to resolve customer challenges and improve the customer experience.
• Facilitate communication between customers and internal stakeholders to ensure alignment and accountability.
• Surface customer feedback and market insights to inform product and service improvements.

Business Value & Customer Advocacy

• Help customers define, track, and communicate the business value of their Dizzion investment.
• Translate technical platform capabilities into tangible business outcomes for non-technical stakeholders.
• Drive adoption initiatives that improve platform utilization, customer satisfaction, and long-term retention.
• Support customer reference, case study, and advocacy programs where appropriate.