Senior Account Manager

The company is leading digital transformation for some of the world's biggest retailers, financial services firms, manufacturers, and B2B commerce organizations. We believe that the core to a great digital experience starts with search and browse. Our Deep Learning technology captures user behavior and utilizes machine learning to connect people with the products, content, and information they need. Brands including American Airlines, Lenovo, Red Hat, and Cisco Systems rely on the company' suite of products to power commerce, customer service, and workplace applications that delight customers and empower employees. The company believes in the power of diversity and inclusion to help us do our best work. We are an Equal Opportunity employer and welcome talent across a full range of backgrounds, orientation, origin, and identity in an inclusive and non-discriminatory way.

About the Role

As a Senior Account Manager, you are the executive owner of a portfolio of the company’ largest and most strategic client relationships, carrying the highest quota and portfolio revenue responsibility in the Account Manager job family. You are accountable for Gross Retention, Net Retention, and expansion revenue across multi-year, multi-product, and often multi-geography relationships, and you lead engagement and negotiation up to the C-suite to position the company as a trusted strategic partner.

You own the commercial strategy, executive relationships, and overall business success of each partnership, working closely with the Client Success Engineer, who owns technical strategy, product adoption, and technical value realization. You bring together Client Success Engineering, Professional Services, Support, Product, Sales, and executive leadership to deliver a unified client experience. This is a senior individual contributor role in the Client Excellence organization, reporting to the VP, Client Excellence, with a high degree of autonomy and an informal leadership role in mentoring other Account Managers. This is a fully remote position open to candidates based in the United States.

What You’ll Do

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Own the commercial success of a portfolio of the company’ largest and most strategic accounts, driving Gross Retention, Net Retention, renewals, expansion revenue, and long-term account growth.

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Develop and execute multi-year account strategies that align the company solutions with client business priorities, strengthening strategic partnerships and maximizing client value.

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Serve as the executive relationship owner for your clients, building trust with executive sponsors and leading Executive Business Reviews that demonstrate measurable business outcomes.

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Source, qualify, and close the largest and most complex expansion opportunities, developing business cases and leading pricing, contract, and renewal negotiations, including multi-year and non-standard agreements.

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Maintain an accurate renewal forecast and commercial pipeline, communicating business outlook, risk mitigation plans, and growth strategies to leadership.

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Represent the voice of the client across the company as the executive escalation owner for business issues, aligning Client Success Engineering, Professional Services, Support, Product, and Sales around coordinated resolution plans.

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Mentor and coach Account Managers, sharing account strategy, negotiation, and executive engagement practices across the Client Excellence organization.

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Apply Gen AI tools to accelerate account planning, research, business reviews, and client communications, using sound judgment to validate AI-generated content and protect confidential client information.

What We’re Looking For

Must-Haves

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Demonstrated ownership of complex enterprise client relationships, balancing retention, growth, and long-term planning across a portfolio, with strong forecasting and pipeline discipline.

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Track record of leading enterprise renewals, commercial negotiations, and large expansion deals to close while consistently achieving retention and revenue objectives.

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Ability to build trusted executive relationships, influence senior stakeholders, and translate client priorities into multi-year account strategies delivered through cross-functional teams.

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Excellent communication, presentation, and executive facilitation skills, with experience leading Executive Business Reviews and strategic client discussions.

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Ability to use Gen AI tools to improve account planning and client communications while applying sound judgment on confidentiality, accuracy, and quality.

Nice-to-Haves

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Experience managing enterprise SaaS clients within a subscription-based business model.

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Experience using CRM and customer success platforms to manage account strategy, forecasting, and commercial performance.

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Knowledge of enterprise search, AI, digital experience, or commerce technologies.

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Experience mentoring or informally leading other account management professionals.

What Success Looks Like

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Consistently achieves or exceeds Gross Retention, Net Retention, expansion revenue, and renewal objectives across a portfolio of the company’ largest strategic accounts.

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Builds executive relationships that position the company as a strategic partner and deepen long-term client loyalty.

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Delivers strategic account plans that produce measurable business outcomes, sustained adoption, and commercial growth.

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Maintains an accurate commercial forecast and drives mitigation plans before issues affect client success or business performance.

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Is recognized as a cross-functional leader and mentor who aligns internal teams around client priorities and strengthens the Client Excellence organization through knowledge sharing and process improvement.

Competencies

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Resourceful: willing to jump in, be agile and flexible, leverage existing resources to accomplish goals, and work independently

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Team player: confident in collaborating with a diverse community of people and personalities across geographies, backgrounds, and professional abilities

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Strong verbal and written communication skills

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Empathy and care for all stakeholders of the company, including employees, customers, partners, and guests

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Ability to handle confidential information