Job Overview
This isn't a reactive, support ticket role. It's a relationship and retention role that starts once the deal is signed. You'll need to plan accounts carefully, show up in person for regular business reviews, and take a consultative approach to finding small upgrades and expansion opportunities inside your book, all built on real trust with the customer.
Key Responsibilities
- Own the client relationship for an assigned portfolio of accounts, from onboarding through renewal
- Serve as the main point of contact for your accounts and build strong, in-person relationships with client stakeholders
- Run regular Quarterly Business Reviews, in person and virtual, following the Birdseye best practices cadence
- Travel to customer sites for in-person business reviews that reinforce ROI and deepen the relationship
- Monitor account health, flag at-risk accounts early, and resolve client concerns before they escalate
- Own the renewal process for your portfolio and start those conversations well ahead of contract expiration
- Find and pursue expansion opportunities within existing accounts, including additional service lines, uncovered protocols, and small upgrades
- Partner with Enterprise and Local Sales to hand off opportunities that grow beyond your portfolio, like new-site or multi-site expansion
- Own the CSAT and NPS feedback loop for your accounts and act on what you learn
- Keep Zoho current, tracking account performance, renewal status, and expansion pipeline
- Work with Sales, Marketing, and Engineering to deliver a coordinated customer experience
What Success Looks Like
Top performers consistently:
- Keep CSAT and NPS scores high and churn low across their portfolio
- Renew accounts proactively, well before the deadline
- Find and convert expansion opportunities within their existing book
- Deliver consistent, data backed QBRs on schedule
- Build deep, in-person relationships that reinforce the value customers are getting
- Work well across teams to resolve issues and deliver a seamless customer experience
Qualifications
Required:
- Proven success in account management, customer success, or client relationship management for enterprise or mid-market B2B clients
- Experience managing a portfolio of accounts with recurring, subscription-based revenue
- A track record of proactive renewal management and reducing churn
- Comfortable leading in-person business reviews with senior client stakeholders
- Background in CCTV, access control, or live video monitoring, or experience in logistics, transportation, or industrial operations
- Strong consultative, relationship based approach to finding expansion opportunities
- Excellent presentation, negotiation, and communication skills
- Experience managing multiple stakeholders across large organizations
- CRM experience (Zoho, Salesforce, HubSpot, or similar)
- Willingness to travel 25-40% throughout the U.S. and Canada
Preferred:
- 6+ years of account management experience serving enterprise clients
- Experience selling into logistics, transportation, supply chain, automotive, warehousing, ports, manufacturing, or industrial operations
- Experience with AI, SaaS, security technology, automation, video analytics, IoT, or enterprise software
- Experience mentoring or developing other account management professionals
Ideal Candidate
You're someone who:
- Builds trust quickly and sustains long-term client relationships
- Thinks proactively about customer ROI and account health
- Is a natural relationship-builder who enjoys being in front of customers
- Is naturally curious and asks thoughtful, business-focused questions
- Is disciplined with reporting, renewal-risk tracking, and CRM hygiene
- Takes ownership and accountability for portfolio health
- Works well across sales, marketing, and engineering
- Is comfortable balancing many accounts and priorities at once
Performance Expectations
Success in this role is measured by:
- Portfolio retention and renewal rate
- Customer satisfaction (CSAT and NPS) across the portfolio
- On-time delivery of data-backed QBRs, including site map and service protocol reviews
- Expansion revenue generated within existing accounts (new sites, additional services, upgrades)
- Renewal risk forecast accuracy
- CRM hygiene and reporting discipline
- How well you partner with Sales on hand-off and expansion opportunities
Why Join Birdseye?
- Own long-term relationships with some of North America's largest logistics and transportation companies
- Drive retention and expansion across a fast-growing existing customer base
- Work directly with clients and cross-functional teams on high-visibility business reviews
- Join a collaborative, high-performance account management team
- Competitive compensation with incentives tied to retention and account growth
- Grow your career, including a path toward senior and leadership roles, as Birdseye continues its rapid expansion
If you're a relationship-driven professional who enjoys building trust with clients, protecting long-term partnerships, and growing accounts from within, we'd love to hear from you.
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