Job Summary:Our client is seeking an Account Manager to own the full post-sale customer relationship, from onboarding through renewal and expansion. This person will serve as the primary point of contact for customers, driving retention, adoption, and commercial growth across a portfolio of accounts.
About the Role:This is a mid-level individual contributor role based onsite in New York City, five days per week. The Account Manager will take ownership of the customer relationship once a deal is signed, ensuring a seamless handoff from sales into onboarding, ongoing account management, renewal, and expansion.
This is not a traditional customer success role. Wordsmith is looking for someone with strong business development instincts who can lead strategic conversations, build relationships with senior stakeholders, and confidently guide customers through onboarding and broader product adoption. The ideal candidate is comfortable operating in a startup environment, thrives in ambiguity, and brings genuine fluency and curiosity around AI and emerging workflows.
Duties and Responsibilities: - Own the transition from pre-sale to post-sale, ensuring a smooth and consistent customer experience from signature onward
- Lead customer onboarding and enablement, reinforcing expectations established during the sales process
- Serve as the primary day-to-day contact for assigned accounts and build strong, lasting client relationships
- Run Quarterly Business Reviews, including occasional onsite meetings, to demonstrate value and uncover growth opportunities
- Manage the renewal cycle proactively so conversations are thoughtful, strategic, and free of surprises
- Identify and close upsell, cross-sell, and account expansion opportunities within existing customers
- Support broader product adoption by introducing new features, modules, and expanded use cases
- Demo the product effectively to existing customers and connect product capabilities to business outcomes
- Monitor account health, identify retention risks early, and take action to preserve long-term partnerships
- Contribute directly to revenue growth through strategic account development and expansion planning
- Partner cross-functionally with Account Executives and the Legal Engineering team to support customer success and growth
Qualifications:- At least 2 years of account management experience with direct ownership of renewals and expansion
- Demonstrated success driving commercial outcomes, including upsells, cross-sells, or broader account growth
- Experience managing multiple mid-market accounts, with the ability to engage effectively with enterprise-level stakeholders
- Strong executive presence and confidence working with senior decision-makers, including legal and business leaders
- Ability to lead onboarding, customer training, and adoption efforts in a clear and consultative manner
- Confidence presenting and demoing a product to customers in a compelling, value-oriented way
- Genuine AI literacy and curiosity, including comfort discussing emerging tools and workflows beyond basic familiarity
- Startup experience, or a proven ability to succeed in fast-paced, evolving, and lightly structured environments
- Resilience, adaptability, and a hands-on approach to problem-solving
- A proactive, self-directed mindset with the confidence to drive conversations and move work forward
Additional Information:- Location: New York, NY, near Park Ave and 23rd in the Gramercy/Flatiron area
- Work model: Fully onsite, five days per week
- Employment type: Full-time, permanent
- Travel: Limited, with occasional onsite Quarterly Business Reviews
- This is a net-new role and the first Account Manager hire in the New York office
- Work authorization: Candidates must be authorized to work in the United States
- Candidates should be comfortable in an early-stage environment and excited to help build the NYC presence from the ground up
