About the Role
We're hiring an Enterprise Account Manager to own the post-sale relationship with our largest customers. These are companies running thousands of calls per day through Phonely, replacing entire call centers with AI, and they need a dedicated person making sure they're getting maximum value and expanding their usage over time.
This is not a "check in once a quarter" role. You'll be deeply embedded with your accounts, understanding their call workflows, monitoring performance, running business reviews, and identifying opportunities to expand. You'll be the person these executives call when they need something, and the person who makes sure Phonely delivers.
You'll work closely with our CS, engineering, and sales teams and report directly to leadership. If you've managed enterprise accounts in telecom, SaaS, or contact center technology, and you know how to protect and grow revenue, this is your role.
What You'll Do
• Own a portfolio of enterprise accounts and be accountable for retention, expansion, and customer satisfaction
• Build and maintain executive-level relationships with key stakeholders at each account
• Run quarterly business reviews with data on performance, ROI, and optimization opportunities
• Identify upsell and cross-sell opportunities based on customer usage and business needs
• Coordinate with engineering and CS on feature requests, escalations, and product feedback
• Develop account plans with clear growth targets and risk mitigation strategies
• Monitor account health metrics and proactively address churn signals
• Partner with sales on renewals and contract expansions
• Translate customer needs into actionable product insights for the team
• Represent Phonely at industry events and customer meetings
What You'll Bring
• 4+ years in enterprise account management, customer success, or strategic accounts
• Experience managing accounts with $100K+ ARR
• Strong executive communication skills, both written and verbal
• Proven track record of retaining and expanding enterprise accounts
• Comfortable with technical products and able to speak credibly about APIs, integrations, and data flows
• Highly organized with strong deal and project management skills
• Experience in SaaS, telecom, contact centers, or AI is strongly preferred
Nice to Have
• Existing relationships in insurance, BPO, healthcare, or financial services
• Experience with call center technology (Five9, Genesys, NICE, Talkdesk, Twilio)
• Background in solutions consulting or technical account management
Interview Process
1. 15-min intro call to evaluate fit
2. Deep dive on account management experience with a team member
3. Case study: present an account growth strategy for a sample enterprise customer
4. Final conversation with leadership
