[Hiring] Senior Account Manager @Solutions by Text

Role Description

Solutions by Text (SBT) is seeking a Senior Account Manager to own and grow a portfolio of larger, higher-value and more complex customer relationships, with a primary mandate of revenue retention and a secondary mandate of account expansion through payments and new messaging use cases.

This role is accountable for ensuring customers are operationally successful, commercially retained, and positioned to expand across SBT’s evolving product portfolio, including payments and non-collections use cases such as lifecycle marketing. The Senior Account Manager will operate with a high degree of autonomy and commercial ownership, partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes.

The Senior Account Manager will be expected to successfully navigate complex customer environments involving multiple stakeholders, business units, use cases, and commercial considerations. This position requires a demonstrated history of protecting and growing significant recurring revenue while building durable customer relationships and identifying opportunities for continued expansion.

This position blends disciplined account management, data-driven expansion, commercial judgment, and cross-functional execution and is critical to scaling SBT’s customer growth engine.

Qualifications

• 7+ years of relevant experience within SaaS software environments.
• 5+ years of experience in an account management or commercial ownership capacity managing complex, enterprise-level customer relationships and significant recurring revenue.
• Demonstrated history of successfully protecting, renewing, and growing substantial books of existing customer revenue.
• Strong record of achievement against retention, renewal, expansion, NRR, GRR, quota, or other relevant commercial KPIs over multiple years.
• Experience managing larger and more complex customer relationships involving multiple stakeholders, decision makers, use cases, and/or business units.
• Demonstrable evidence of proactively creating expansion opportunities rather than relying primarily on inbound customer requests.
• Demonstrated ability to identify and mitigate account risk before it materially impacts renewal or revenue.
• Experience successfully navigating complex renewals, pricing discussions, contract modifications, and challenging customer situations.
• Comfortable operating with a high degree of autonomy, accountability, and self-direction while knowing when to engage internal leadership and cross-functional partners.

Requirements

• Direct experience within SBT’s markets and customer ecosystem is a significant advantage, including:
• Texting, communications, or CPaaS
• Payments capture and processing
• Consumer finance
• Lending
• Accounts receivable management (ARM)
• Banking or broader financial services
• Ability to read, understand, and effectively navigate software contracts.
• Strong understanding of multiple pricing models and commercial structures.
• Ability to independently lead structured pricing and contract negotiations that protect commercial outcomes without damaging customer trust.
• Ability to build and execute comprehensive account plans that prioritize the highest value opportunities and risks across a portfolio.
• Ability to manage multiple use cases, stakeholders, and business units within complex customer organizations.
• Ability to work effectively within Salesforce and other relevant platforms.
• Strong forecasting discipline and attention to CRM accuracy.

Benefits

• Adhere to the Company's Code of Conduct/Ethics.
• Contribute to the professional culture within the office and the company.
• Project a professional and appropriate Company image in all dealings with clients, vendors, business partners, and visitors.
• Support the efforts of senior management and sales staff by maintaining a business network of contacts as clients change roles and/or companies.
• Ensure security of information in all matters pertaining to company, client, and consumer information.

Success Metrics

• Revenue Retention (GRR) for assigned accounts.
• Net Revenue Retention (NRR) contribution from expansion.
• Upsell and cross-sell ARR, with emphasis on:
• Payments revenue
• New messaging use cases
• Organic new ARR growth
• Event-driven revenue generated through customer programs
• Overall revenue protected and expanded across the assigned portfolio.
• Renewal rate, retention rate, and churn reduction.
• Accuracy of renewal and expansion forecasts.
• Health and coverage of renewal and expansion pipeline.
• Effectiveness of risk identification and mitigation plans.
• Depth and durability of customer relationships across multiple stakeholders and levels of the organization.
• Time-to-launch for new customer initiatives.
• Adoption and usage growth of new products and use cases.
• Consistency and scalability of account planning and execution.
• Effectiveness in prioritizing opportunities and risks across a complex customer portfolio.

Values Alignment

• Serve as a trusted commercial partner to customers and internal teams.
• Embody SBT’s core values:
• We Are Pioneers: proactively identifying new growth paths for customers.
• We Are Allies: deeply aligned with Customer Success and cross-functional partners.
• We Pursue Excellence: disciplined execution, accountability, and continuous improvement.