Account Manager
The Account Manager owns the business relationship for a portfolio of Solitics customers: protecting revenue, growing accounts, and ensuring each customer has one coordinated business plan. The role reports to the Account Management Lead, within the customer-facing organization under VP Operations.
Key responsibilities:
- Own the account plan for each customer: stakeholders, decision-makers, objectives, opportunities, risks, and renewal dates.
- Build relationships beyond the day-to-day contact, including executive sponsors and budget owners.
- Lead renewal and expansion discussions and maintain an accurate portfolio forecast.
- Remove executive-level obstacles such as missing sponsorship, unclear ownership, or budget gaps.
- Lead recovery plans for at-risk accounts, assigning actions to the relevant teams.
- Own new-brand and new-entity opportunities within existing customers, together with Sales.
Success measures:
- Revenue retention, commercial expansion, forecast accuracy, relationship depth, and reduced churn risk.
- Who you'll work with:
- Customer Success: shares the account day to day and owns product adoption and the success plan, which links to the account plan.
- Customer Project Manager: tracks execution of cross-functional work; the Account Manager raises business urgency.
- Delivery & Support: own implementation and incidents; the Account Manager joins when business-critical impact or executive communication is needed.
- Sales: owns new-customer acquisition; the Account Manager owns live customers and partners with Sales on new brands or entities.
What we're looking for:
- 3-4 years of experience in account management, ideally in SaaS or martech.
- A track record of owning renewal and expansion targets, and forecasting them accurately.
- Comfortable building relationships with senior stakeholders and executive sponsors, not just day-to-day users.
- Strong cross-functional coordination skills — able to bring in Customer Success, Delivery, Support, or Sales without owning their work.
- A structured, plan-driven approach: comfortable maintaining an account plan and a recovery plan, not just responding to requests as they come in.
- Familiarity with usage-based or subscription commercial models is a plus; exposure to financial services, iGaming, or e-commerce is an advantage given Solitics' customer base.
