[Hiring] Senior Account Manager @SBT

Role Description

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 noncollections 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. 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

• Own revenue retention for assigned accounts, with accountability for renewals, downsell prevention, and churn mitigation.
• Proactively identify accounts at risk of contraction or churn using health signals, usage data, commercial indicators, and Customer Success inputs.
• Develop and execute comprehensive retention action plans in partnership with Customer Success for at-risk accounts.
• Lead complex renewal and commercial discussions, including pricing, contract modifications, and value reinforcement tied to measurable customer outcomes.
• Navigate challenging commercial situations with a high degree of autonomy and sound judgment, engaging internal leadership and cross-functional partners when appropriate.
• Build relationships across multiple levels of the customer organization and effectively engage senior stakeholders, economic buyers, and decision makers as required.
• Maintain a rolling renewal forecast that clearly identifies renewal timing, expected outcome (flat, upsell, downsell), risk level and mitigation plan, and associated ARR impact.
• Execute comprehensive account planning to identify and prioritize expansion opportunities across larger and more complex customer environments.
• Drive incremental ARR through payments adoption and volume growth, expansion into new messaging use cases, and expansion across additional teams, use cases, and business units where appropriate.
• Partner closely with the Payments team to identify customers with payment traffic potential and position SBT payments capabilities.
• Track payment adoption and revenue contribution.
• Translate customer business goals, usage patterns, adoption data, and measurable outcomes into compelling expansion proposals with clear ROI.
• Identify expansion opportunities proactively rather than relying primarily on customer initiated requests.
• Maintain a healthy expansion pipeline tied to account plans, renewal cycles, customer maturity, and identified business opportunities.
• Deliver meaningful contribution to NRR and expansion ARR across the assigned portfolio.
• Design and operationalize customer-specific programs that drive product adoption, usage growth, and event-driven revenue.
• Ensure customers successfully launch and scale new use cases in coordination with Customer Success.
• Monitor program performance and adjust approaches based on results, customer feedback, and changing business requirements.
• Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption.
• Maintain a strong understanding of each customer’s business priorities, commercial environment, and evolving needs to identify both revenue risk and growth opportunities.
• Operate in tight alignment with Customer Success, with shared accountability for account health, retention, and growth.
• Clearly delineate responsibilities between Customer Success and Senior Account Manager.
• Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, Finance, and senior leadership to support customer objectives and resolve complex commercial situations.
• Ensure a seamless handoff and ongoing collaboration between Sales and post-sale teams.
• Exercise sound judgment regarding when additional internal expertise or leadership involvement is required while maintaining ownership of the customer relationship and commercial outcome.
• Own accurate forecasting for renewals and expansion within assigned accounts.
• Maintain high quality CRM data, including account health indicators, renewal and expansion opportunities, and forecasted ARR.
• Track and report on key performance indicators tied to retention and growth.
• Maintain clear visibility into portfolio level revenue risk, expansion potential, and expected commercial outcomes.
• Prioritize time and resources based on revenue impact, customer risk, expansion potential, and business priorities.
• Continuously improve account management processes to increase scalability, predictability, and customer impact.
• Leverage customer experience and account management expertise to identify and introduce enhancements to SBT’s account management practices.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits.
• Flexible work arrangements.
• Opportunities for professional development and career growth.
• Supportive and inclusive company culture.

Company Description

SBT was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Princeton, NJ with remote teams and offices throughout the United States.

SBT is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.