[Hiring] Account Manager @Quid

Role Description

As an Account Manager at Quid, you will own the success, retention, and growth of a portfolio of customers. You will manage the full post-sale customer lifecycle—from onboarding and adoption through renewal, contract execution, and expansion—while serving as the customer’s primary relationship owner and internal advocate.

This role blends strategic account management, customer success, and program management. You will help customers achieve measurable value from Quid, monitor product adoption and account health, coordinate complex customer initiatives, and manage renewals from early planning through signature. The ideal candidate is a proactive, strategic, and execution-oriented Account Manager with the technical aptitude to understand customer workflows, identify barriers to adoption, and coordinate the right resources to solve them.

Key Responsibilities

• Customer Success and Adoption
  • Develop a deep understanding of each customer’s priorities, use cases, desired outcomes, and measures of success.
  • Create and manage customer success and adoption plans with clear goals, milestones, owners, risks, and next steps.
  • Monitor product usage, engagement, support trends, and stakeholder participation to identify risks and opportunities early.
  • Recommend training, configuration, workflows, or additional capabilities that improve adoption and customer value.
  • Conduct strategic business reviews that connect Quid usage and outcomes to the customer’s broader priorities.
• Relationship and Program Management
  • Build strong relationships across users, champions, program owners, technical stakeholders, procurement teams, and executive sponsors.
  • Serve as the central point of coordination for customer initiatives involving multiple stakeholders and internal teams.
  • Establish clear objectives, responsibilities, timelines, dependencies, and follow-up actions.
  • Maintain momentum between meetings and hold internal and external stakeholders accountable for commitments.
  • Act as the voice of the customer and share actionable feedback with Product, Engineering, Support, Education, and leadership.
• Technical and Product Fluency
  • Develop a strong working knowledge of Quid’s platform, product configuration, data sources, workflows, integrations, usage reporting, and AI capabilities.
  • Help determine whether customer challenges stem from product limitations, configuration, adoption, enablement, or business processes.
  • Translate technical concepts into clear, practical guidance for business stakeholders.
  • Partner with Product, Engineering, Support, and customer technical teams to resolve challenges and improve the customer experience.
• Renewals and Contract Execution
  • Own renewal strategy and execution for an assigned book of business, including retention, upsell, and cross-sell goals.
  • Begin renewal planning early by confirming stakeholders, timelines, budgets, decision criteria, procurement requirements, and potential risks.
  • Manage renewals through pricing, proposal development, contract preparation, procurement, legal, security and AI reviews, negotiation, signature, and internal handoff.
  • Maintain accurate renewal and expansion forecasts, clearly documenting risk, expected outcomes, last steps, next steps, and required support.
• Growth and Account Planning
  • Identify expansion opportunities based on customer outcomes, emerging business needs, additional use cases, and opportunities across departments or business units.
  • Develop account plans covering customer goals, stakeholders, adoption, risks, renewal strategy, and growth opportunities.
  • Multi-thread customer relationships to reduce reliance on a single contact and strengthen the overall partnership.
  • Lead commercial conversations and negotiations in partnership with the appropriate internal stakeholders.
  • Maintain accurate customer, opportunity, contract, and activity information in Quid’s systems of record.

Requirements

• Five to seven years of experience in account management, customer success, client services, or another customer-facing commercial role, preferably within a SaaS or technology company.
• Demonstrated history of exceptional performance, with consistent renewal, retention, and growth results that have placed you among the top 5–10% of performers in your current and previous roles.
• Proven success retaining and growing a book of business while helping customers achieve measurable outcomes.
• Experience owning renewals and managing commercial and contractual processes through negotiation and signature.
• Strong program-management skills, including the ability to coordinate stakeholders, manage competing priorities, and drive initiatives through completion.
• Strong technical aptitude and the ability to understand product configuration, usage data, workflows, and integrations.
• Ability to interpret customer-health and adoption signals and translate them into clear actions.
• Strong commercial, negotiation, forecasting, communication, and presentation skills.
• Ability to build credibility with users, technical stakeholders, procurement teams, and senior executives.
• Exceptional organization, accountability, and follow-through.
• Bachelor’s degree.

Benefits

• 20 days of paid time off.
• 12 company holidays.
• Company-provided equipment.
• 401(k) with company match.
• FSA and HSA options.
• Paid parental leave and reintegration program.
• Employee wellness resources.
• Medical, dental, and vision coverage.
• Four-week sabbatical after five years.