Key Account Manager

About the company

The company empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the company Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.

Headquartered in Boston, MA, the company is a Great Place to Work-CertifiedTM company, is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community. We are the company. We are building for the future and we want you to be a part of it!

The Opportunity

The company is seeking a high-impact, results-oriented Key Account Manager to champion our most strategic partnerships. In this role, you aren’t just managing a list of clients; you are a strategic advisor and a growth engine. You will be responsible for the health, retention, and—critically—the commercial expansion of your assigned accounts.

This is a premier opportunity to work with best-of-breed open-source technology in a high-growth market. You will act as the customer’s internal advocate, ensuring a world-class experience while identifying untapped potential to grow the company’s footprint within their organization.

Primary Responsibilities

• Strategic Account Growth: Proactively identify, negotiate, and close expansion opportunities (upsells and cross-sells) within your existing book of business to exceed growth targets.

• Relationship Management: Build and maintain deep-rooted relationships with key stakeholders, business users, and procurement teams to ensure long-term partnership health.

• Retention & Renewals: Partner closely with dedicated Renewal Managers to ensure a seamless renewal experience. You will provide the strategic context and account health insights necessary to mitigate churn risk and facilitate timely contract executions across your territory.

• Customer Advocacy: Act as the "voice of the customer" within the company, collaborating across Sales, Technical Support, and Finance to resolve issues and optimize the customer journey.

• Strategic Planning: Create and execute data-driven territory plans designed to maximize both account retention and lifetime value (LTV).

• Operational Excellence: Maintain rigorous hygiene within Salesforce and other CRM tools, ensuring accurate forecasting and account documentation.

Job Requirements

• Experience: Minimum of 5 years in an Account Management or Success role, specifically selling/managing complex cloud or SaaS solutions for large enterprises.

• Expansion Track Record: A proven history of owning and exceeding a sales quota, with a specific focus on growing revenue within existing accounts.

• Leadership & Collaboration: Exceptional communication skills and the ability to lead cross-functional teams to deliver on customer needs.

• Self-Starter Mentality: Ability to drive account strategy proactively with minimal oversight, thriving in a fast-paced, high-autonomy environment.

• Analytical Rigor: Highly detail-oriented with the ability to prioritize tasks, manage multiple systems, and navigate complex procurement cycles.

• Tech Stack: Proficiency in Salesforce.com and Google Workspace (Google Docs, Sheets, Slides, and Drive) is required.

We are an organization that embraces innovation and the potential of AI to enhance our processes and improve our work. We are always looking for individuals who are open to learning new technologies and collaborating with AI tools to achieve our goals.

Individuals seeking employment at the company are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.