5+ years in account management or customer success within SaaS
Strong understanding of AI technologies and experience in building AI agents
Proven track record in driving customer expansion and engagement
Experience managing a book of business with significant growth targets
Excellent communication and presentation skills, comfortable with diverse stakeholders
Responsibilities
Own and manage a defined book of business with expansion goals
Drive a net revenue retention (NRR) target of 140%+ through upselling and cross-selling
Lead customer onboarding and training independently
Demonstrate AI workflows and usage to customers effectively
Collaborate with account executives and solutions engineers to optimize customer experience and identify growth opportunities
Benefits
Opportunity to shape the account management function as a foundational hire
Clear path to leadership for high-performing individuals
Engage directly with high-growth, oversubscribed customers
Work in a fast-paced, high-velocity sales environment
Join a tight-knit and motivated team focused on customer success
Full Job Description
The team you'll be joining and impact you'll have
You'll join a high-velocity sales and customer success org that has grown 5x in the last 12 months and is scaling fast - our customers consistently expand their usage, with 160%+ NRR within 12 months.
You'll work alongside a tight-knit account management team, taking responsibility for a real book of business from day one - accounts are handed to you because the team is oversubscribed, not to fill a quota.
You'll sit at the intersection of commercial and technical, acting as the bridge between customers and our Solutions Engineers - freeing SEs to focus on building, while you manage adoption and growth.
This is a foundational hire that will shape what the AM function looks like as we scale ARR - with a clear path to a leadership role for the right person.
What you'll be doing from day one:
Own a book of business with a clear expansion target - you'll be expected to drive NRR of 140%+ by identifying new use cases, upselling into departments, and keeping customers deeply engaged with the platform.
Run onboarding and enablement with minimal support - you'll get customers live, train end users, and drive adoption across accounts without needing to lean on Solutions Engineers for every step.
Build and present AI agents to customers - demonstrating new workflows, pitching use cases, and showing stakeholders how to get more value from V7 in ways that make sense to their teams.
Partner with AEs and SEs to ensure a smooth post-sale handoff and flag expansion opportunities - you'll be a key voice in shaping how we serve and grow enterprise accounts.
Who you are
You're genuinely technical and commercial. You don't need to write production Python, but you can build an AI agent end to end, understand when to use different LLMs, and get hands-on with a platform quickly without much hand-holding.
You've managed customer relationships in a SaaS environment and you know the difference between keeping a customer happy and actually growing an account... You're motivated by expansion, not just retention.
You thrive in environments where the playbook doesn't exist yet or you've come from a startup or a fast-moving scaleup and you don't wait to be told what to do.
You're a strong communicator who can hold a room; whether you're onboarding a 30-person team, presenting a new agent workflow to a VP, or having a commercial negotiation, you show up with clarity and confidence.
