[Hiring] Senior Account Manager @Packback

Role Description

We’re looking for a tenacious salesperson who is passionate about growing a business while also improving education outcomes. This role is responsible for strategic territory planning, account retention, and growth for our Institutional Partnerships. The ideal candidate for this role is a lifelong learner, willing to provide and receive feedback from team members on a regular basis in a shared effort to further our individual and collective revenue goals.

• Manage a portfolio of 20-40 accounts across the customer lifecycle (Onboarding, Fulfillment, Renewal, Upsell).
• Maximize customer value by guiding institutions towards full platform adoption and achieving their desired learning outcomes.
• Translate data-driven insights into actionable strategies and compelling presentations, effectively aligning stakeholders with account priorities and needs.
• Build and maintain strong, collaborative relationships with key stakeholders at various levels within each institution (e.g., Superintendents, Provosts, Deans, administrators, instructional designers, etc.).
• Monitor customer adoption rates and collaborate with Project Leads and Key Decision Makers (KDMs) to develop strategic plans for increased platform utilization.
• Plan and coordinate engaging professional development workshops and seminars to educate faculty and teachers on integrating Packback into their curriculum and leveraging instructional AI.
• Communicate event goals and requirements to Curriculum Success Managers (CSMs) who will execute the training sessions.
• Proactively monitor contract health scores and identify accounts at risk of churn.
• Implement targeted interventions to address specific customer challenges and enhance overall satisfaction.
• Serve as a subject matter expert on all Packback platform features and updates.
• Maintain a deep understanding of Packback's AI-driven features and user experience enhancements.
• Identify and build repeatable solutions for known problems, especially as this pertains to new systems being built.
• Travel domestically up to 25% to meet with key decision-makers.

Qualifications

• 5+ years of experience in Account Management for education technology and/or SaaS company with a track record of multi-threading and building relationships with executive level stakeholders (e.g., Provosts, VPAA, etc.).
• Demonstrated success managing and growing complex enterprise accounts with multiple stakeholders with various contract lengths.
• Proven track record of meeting or exceeding revenue retention and expansion goals (e.g., NRR, GRR, upsell/cross-sell targets).
• Prior experience as an educator is a plus.
• Experience partnering with a Customer Success Manager and working cross-functionally with Sales, Product, Support, and Marketing teams to drive customer outcomes.
• Strong understanding of the Higher Education landscape, including institutional decision-making structures, academic workflows, and technology adoption challenges.
• Willingness to travel as required (up to 25% of time).

Requirements

• Sponsorship: Applicants must be authorized to work for any employer in the U.S without the need for sponsorship. Packback does not offer visa sponsorship for this role.
• Location: Currently we are only able to hire from these states: AL, AR, AZ, CA, CO, CT, FL, GA, HI, IA, IL, IN, KY, MA, MD, MI, NJ, NC, NY, OH, PA, RI, SC, TX, VA, WA, WI.
• Salary: $100,000-$115,000 annually, with an annual variable target of $25,000.

Benefits

• Build a meaningful career while building the future of education as a part of a company culture that fosters the growth, safety, and creativity of its employees.
• Intentional Culture: Packback knows that the single most important part of any company is its people. We take building and maintaining a conscious and intentional culture of open communication, curiosity, and leadership extremely seriously.
• Career Development: Packback’s career development paths present a unique balance between clarity and guidance around defined paths, and room for our team to create their own path.
• Thoughtful Benefits:
• 12 weeks of paid leave for welcoming new children.
• Multiple Health and Welfare Benefit Options (Medical, Dental, Vision).
• 401k plan (with employer matching).
• Flexible + Remote Work Opportunities.
• Unlimited Paid Time Off (PTO).
• Employer Assistance Program (EAP).
• Calm and DoorDash subscriptions.