Strategic Account Manager I

The Strategic Account Manager I develops customer relationships that promote growth and retention within strategic accounts. This role involves guiding identified customers through the strategic life cycle—from opportunity and pilot to "close won"—by leveraging in-depth knowledge of company products, partner integrations, and client business practices. The primary goal is to provide value through actionable insights and effective communication to ensure long-term client success.

Core Responsibilities

• Lifecycle Management: Manage the entire customer lifecycle, including initial onboarding, successful renewal, and expansion.
• Growth & Expansion: Identify, develop, and close revenue opportunities within assigned strategic accounts while managing a pipeline from qualification to close.
• Pilot Oversight: Direct the pilot cycle to ensure successful completion and rapid scaling across the client’s portfolio.
• Relationship Cultivation: Maintain deep, trusted relationships with key stakeholders and executive sponsors through proactive engagement and strategic reporting.
• Cross-Functional Collaboration: Partner with Product, Sales, and Engineering teams to translate client requirements into innovative, scalable solutions.
• Insight Delivery: Proactively provide advanced data analyses and actionable insights to drive customer value and identify new revenue streams.
• CRM Integrity: Maintain detailed, up-to-date documentation of all client activities, strategic plans, and opportunities within the CRM.
• Other tasks as assigned by Manager.

Role Boundaries & Interfaces

• Internal Interfaces: Collaborate regularly with Account Executives (AE), Customer Success Managers (CSM), Product, Sales, and Engineering teams.
• External Interfaces: Key customer stakeholders, executive sponsors, and strategic partners.
• Decision-Making Authority: Independent management of account planning and pilot execution; requires approval for high-level strategic pivots or contract deviations.
• Escalation Points: Serve as an escalation point for customers; internal issues should be escalated to the Vice President of Client Success

Success Metrics / KPIs

• Account Growth: Measured by expansion revenue and successfully closed opportunities.
• Retention Rate: Percentage of accounts successfully renewed within the assigned portfolio.
• Pilot Conversion: Rate of successful pilot completions that transition to full-scale implementation.
• OKR Achievement: Consistently meeting or exceeding defined quarterly objectives and key results.