[Hiring] Account Manager @Trustwell

Role Description

The Account Manager (AM) owns the retention and growth of an assigned portfolio of existing Trustwell customers. This role is accountable for renewal and volume upsell performance, developing cross-sell opportunities with Customer Account Executives (CAEs), and building relationships that support long-term customer value.

• Own retention and renewal execution across an assigned book of business, meeting the combined renewal and volume upsell quota and established retention and performance goals.
• Proactively plan and manage account activity, balancing customer requests and growth priorities with renewals due in the next 90 and 180 days.
• Maintain proactive monthly customer contact across the assigned portfolio, including auto-renewal accounts.
• Manage renewal preparation and execution, including customer engagement, quotes, contract coordination, negotiation, follow-up, and timely completion.
• Identify churn and contraction risks early, document the drivers and revenue at risk, and coordinate mitigation plans with clear owners and dates.
• Own volume upsell opportunities from discovery through close.
• Build and maintain relationships with multiple customer stakeholders.
• Maintain working knowledge of Trustwell solutions and conduct discovery conversations that connect customer needs with appropriate products.
• Protect one hour on the calendar each workday for Salesforce updates and opportunity management.
• For auto-renewals, record the date the opportunity should close won and the next required action.
• Coordinate with Support, Product, Finance, and other internal teams to address customer needs.
• Submit a weekly commit on Monday, communicate material forecast changes promptly, and report results against that commit at the Friday wrap.
• Build customer trust through responsiveness, sound judgment, clear expectations, and consistent follow-through.
• Perform other duties as assigned.

Qualifications

• Ability to independently manage a portfolio of accounts, prioritize competing renewal and growth needs, and execute a consistent outreach plan.
• Strong commercial judgment, including the ability to identify account risk, determine next steps, and escalate issues with clear context and recommended actions.
• Effective discovery, negotiation, relationship-building, and customer communication skills.
• Ability to build relationships with multiple stakeholders and understand customer purchasing and decision-making processes.
• Strong CRM discipline and ability to use account and pipeline data to prioritize work, maintain actionable next steps, and produce reliable forecasts.
• Comfort using sales engagement, prospecting, and customer collaboration tools.
• Ability to collaborate effectively with CAEs and cross-functional partners while maintaining clear accountability for assigned responsibilities.
• Strong organization, attention to detail, and follow-through, with the ability to adapt to changing customer needs and priorities.
• Ability to work productively and independently in a remote environment.

Requirements

• Bachelor’s degree in business, management, or a related field, or equivalent relevant professional experience.
• Three or more years of experience in account management, renewals, or customer expansion in a SaaS or recurring-revenue business.
• Demonstrated success managing renewals, negotiating pricing, closing account expansion opportunities, and achieving measurable commercial goals.
• Experience serving food, beverage, supplement, or nutrition compliance customers is preferred.

Benefits

• Full healthcare benefits, including medical, dental, and vision.
• Supplemental benefits, including STD, LTD, HSA, 401k, etc.
• Responsible Time Off (PTO) + Holiday Pay.
• Competitive Compensation + Bonus!
• Excellent culture, growth opportunities, plus much more...