About the JobThe Senior Account Manager is the commercial owner of the customer relationship - responsible for driving retention, renewals, and revenue expansion across an assigned portfolio. You will partner closely with Customer Success to maximize Net Revenue Retention (NRR), accelerate multi-year contract adoption, and build the kind of long-term customer relationships that become a competitive advantage.
This role is built for a proactive operator with an ownership mentality. You're comfortable leading executive-level negotiations, navigating difficult renewal conversations, and identifying strategic growth opportunities before they're obvious. If you thrive in high-accountability, high-growth environments - this is the role.
This role offers both a remote and hybrid option. Employees located within 30 miles of Plano TX, are required to be in-office Tuesday through Thursday each week.
If remote, Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI.
What You'll DoCommercial Ownership- Own retention strategy, expansion revenue, and renewal outcomes across your assigned account portfolio
- Lead pricing, packaging, contract, and negotiation conversations with customers
- Drive multi-year contract adoption and renewal predictability
- Maintain accurate renewal and expansion forecasting in Salesforce
Expansion & Growth- Identify and execute upsell and cross-sell opportunities within existing accounts
- Build and manage an expansion pipeline across your book of business
- Partner with Customer Success to convert adoption signals into revenue growth
- Identify whitespace opportunities and develop strategic account growth plans
Risk Management- Engage proactively in churn-risk scenarios and lead commercial save strategies
- Lead recovery conversations with at-risk customers, centered on business value and partnership
- Develop and execute retention plans for high-risk accounts
Executive Relationship Management- Build trusted relationships with decision-makers and executive stakeholders across your portfolio
- Lead Executive Business Reviews (EBRs) and strategic account planning sessions
- Drive business-focused customer conversations centered on ROI and long-term partnership
Cross-Functional Partnership- Collaborate with Customer Success, Support, Product, Operations, and Leadership teams to improve customer outcomes
- Act as the commercial voice of the customer internally - bringing market feedback and customer insights to cross-functional partners
What You've DoneRequired- Spent 5-10+ years in SaaS Account Management, Customer Growth, Renewals, or Strategic Accounts
- Carried and consistently achieved a retention and/or expansion quota
- Managed a complex renewal cycle end-to-end, including pricing conversations, multi-year structuring, and contract negotiations
- Driven measurable NRR improvement and maintained disciplined forecast accuracy
- Led executive-level customer conversations focused on ROI, business outcomes, and strategic partnership
- Built and managed an expansion pipeline within existing accounts
- Operated with a high degree of ownership in a fast-paced, high-growth SaaS environment
Preferred- Worked in Fintech, HRTech, Payroll, Benefits, or a PE-backed SaaS environment
- Navigated segmented account models with clear ownership across CSM and AM functions
- Used Salesforce and CS platforms such as Gainsight, ChurnZero, or Catalyst
- Balanced customer empathy with commercial outcomes in high-stakes situations
CompensationCompensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process.
