Senior Account Manager
Department: Professional Services
Employment Type: Full Time
Location: OneNet Global - Remote
Compensation: $77,000 - $85,000 / year
Description
The Senior Account Manager owns a portfolio of Tier 1 and Tier 2 accounts across OneNet Global's managed IT services, cloud solutions, and cybersecurity offerings. This is a dual retention and revenue role - Senior AMs are expected to deeply understand each client's business, proactively identify expansion opportunities, and deliver a consistently exceptional client experience. They partner closely with the vCIO/TAM on quarterly business reviews for strategic accounts and serve as a mentor and escalation resource for Account Managers on the team.
This role is part of a newly established Client Success department being built from the ground up under the Director of Client Success. There is genuine opportunity for a motivated person to shape how client success is done at OneNet Global.
This role offers a competitive base salary of $77,000.00 to $85,000.00 annually with OTE of $100,000.00 to $115,000.00.
Key Responsibilities
• Serve as primary point of contact for a portfolio of Tier 1 and Tier 2 accounts
• Develop and execute account plans that drive retention and identify upsell opportunities
• Partner with the vCIO/TAM to prepare and deliver quarterly business reviews (QBRs) for strategic accounts
• Proactively monitor account health indicators including support volume, contract dates, and relationship signals
• Own renewal conversations and negotiate contract expansions within approval thresholds
• Escalate technical issues appropriately and follow through to resolution
• Maintain accurate CRM records, activity logs, and account health scores in HubSpot
• Surface upsell and cross-sell opportunities and coordinate with Sales and the vCIO on larger opportunities
• Mentor Account Managers and provide guidance on complex account situations
• Represent the client voice internally - bring structured feedback to delivery, product, and leadership
Skills, Knowledge & Expertise
• 3 to 5 or more years in account management, customer success, or B2B sales - managed IT services, cloud solutions, cybersecurity, or technology services strongly preferred
• Proven track record of hitting retention and upsell targets - be ready to share specific numbers
• Comfortable leading conversations with business owners, operations leaders, and C-suite contact
• Strong organizational skills and ability to manage a meaningful portfolio without things falling through the cracks
• Working knowledge of managed IT infrastructure, cloud services, or cybersecurity solutions
• CRM proficiency required - HubSpot, Salesforce, ConnectWise, or similar
• Experience with PSA tools (ConnectWise, Autotask) is a plus but not required
