We9re scaling quickly and looking for a driven Founding Account Manager to own and grow our customer relationships as we enter our next stage of growth. This is an extremely high impact role. You will have the opportunity to build our Account Management function from the ground up - including owning our customer retention and upsells, nurturing customer relationships, developing playbooks, and more.
What You9ll DoOwn the Customer Relationship- Serve as the senior point of contact for Strella9s key accounts, building trusted, long-term relationships with champions and executive stakeholders.
- Develop and maintain a deep understanding of each customer9s research goals, use cases, and success criteria.
- Nurture accounts proactively rather than reactively - regular check-ins, business reviews, and value-recap touchpoints throughout the customer lifecycle.
Drive Renewals & Growth- Own renewal outcomes across the book of business, forecasting risk early and building mitigation plans.
- Identify and execute on upsell and expansion opportunities, partnering with Sales where needed.
- Own retention and net revenue retention targets for your accounts.
Build the Playbook- Develop repeatable playbooks for onboarding, adoption, QBRs, renewals, and expansion - turning what works into process the whole team can run.
- Establish the metrics and health scores that define what a 44healthy44 account looks like at each stage and build dashboards to track these continuously.
- Continuously refine playbooks based on what9s working (and what isn9t) across the book of business.
Partner Cross-Functionally- Work closely with Sales to ensure a seamless handoff from close to onboarding.
- Share customer insights and product feedback with Product and Engineering to influence the roadmap.
- Partner with Marketing on customer stories, case studies, and reference programs.
Who You AreHigh Impact Attributes- People-centric: You9re energized by working with others, and enabling customers to achieve their goals
- Hungry: Strong will to win; track record of exceeding retention and growth goals.
- Builder: You should be comfortable with creating onboarding, QBR, and renewal processes from scratch, rather than waiting for structure to be handed to you.
- Humble: Self-aware, team-first, open to feedback, and authentic in how you show up.
- Smart: Excellent writing and verbal communication, curiosity, and business acumen.
- Growth Mindset: Invests in personal development and takes initiative to upskill yourself and your team.
- Commercially minded: Treats renewals and upsells as an owned outcome, and comfortable making asks directly
- Customer-first mindset: Willing to go above and beyond for the customer
Experience- 6 - 8+ years in customer success, account management, or a related customer-facing role, with prior experience owning renewals and expansion revenue.
- Thrives in high-pressure or fast-paced environments; early-stage startup experience a plus.
- Has worked with minimal oversight and shown strong ownership.
- Bonus: familiarity with research, insights, or B2B SaaS industries.
Why Join Strella- Opportunity to help define and scale the customer success function at a fast-growing startup, with a clear path to grow into a broader CS leadership role.
- Work directly with founders and GTM leaders; your impact will be visible and measurable.
- Build the playbooks and team structure from the ground up in a culture of curiosity, speed, and ownership.
- Competitive compensation with meaningful equity, benefits, and career growth potential.
If you9re ambitious, curious, and ready to help build a category-defining company, we9d love to meet you!
