DescriptionThis role is ideal for someone who has excelled at managing individual accounts and is ready to own the strategy, people, and outcomes of a team of Account Managers- while still acting as executive sponsor for our larger customers.
You'll oversee a portfolio of top-tier accounts, manage and develop a team of Account Managers, and set the standards that shape how Uncountable builds long-term customer partnerships. This is a high-visibility role that requires equal parts relationship-builder, people manager, and strategic operator.
Experience leading account management or customer success functions for analytics products or enterprise software platforms into large organizations is a major plus.
Key responsibilities- Act as executive sponsor for Uncountable's most strategic accounts, owning the relationship at the highest level.
- Manage, coach, and develop a team of Account Managers - including hiring, onboarding, and performance development.
- Own GRR, NRR, and account health across the team's full book of business, holding AMs accountable to targets while personally driving outcomes on the most critical accounts.
- Define the processes, standards, and expectations that guide how the AM team operates and engages customers.
- Own high-level escalations, ensuring rapid, effective resolution and long-term account health.
- Define long-term account approach for renewals, expansion, and complex commercial discussions.
- Aggregate insights across the customer portfolio to influence product direction and roadmap priorities.
- Ensure tight alignment across Account Management, Scientific Implementation, Support, and ML teams on customer outcomes.
- Model exceptional ownership and reinforce the cultural norms that define Uncountable's approach to customers.
- Drive the pace, priorities, and strategic direction of the AM function as it scales.
Requirements- 5-8+ years of experience in account management, customer success, or a related field, including 2+ years experience directly managing and developing a team.
- Deep experience leading strategic enterprise accounts and building executive-level partnerships.
- Proven track record designing account strategy, negotiation approach, and long-term expansion plans.
- Comfort working with a technical product, technical buyers/users, and complex implementations.
- Outstanding executive presence and communication skills.
- Excellent analytical and problem-solving abilities.
- A proactive, entrepreneurial mindset with strong ownership instincts.
- Ability to travel 20-30%.
- Experience working with complex, multi-divisional, multi-geographic customers.
Preferred Qualifications- Passion for science, chemistry, or artificial intelligence.
- An aptitude for statistics, mathematics.
- Experience scaling an account management or customer success team at a growth-stage company.
