[Hiring] Senior Account Manager @CloudFirst

Role Description

The Sr. Account Manager (Sr. AM) owns CloudFirst's relationships with a portfolio of approximately 50-75 strategic accounts. The Sr. AM is accountable for two separate targets:

• Maintaining 100% net revenue retention (NRR) across the portfolio.
• Adding $5,000 in net new monthly recurring revenue (MRR) each month through upsell, cross sell, account expansion, deeper account penetration, referrals, and partner opportunities.

This is a consultative, relationship-led role. The Sr. AM learns each customer's business and infrastructure well enough to anticipate what they will need next, and brings in Solution Architecture, Service Delivery, and partner resources to deliver it.

Key Responsibilities

• Strategic account ownership
• Serve as the primary relationship owner and escalation point for each account in the portfolio.
• Maintain a written plan for each account covering business objectives, current services, decision makers, renewal dates, risks, and growth opportunities, reviewed at least quarterly.
• Build relationships at every level of each account, including executive sponsors such as the CIO and CFO.
• Lead quarterly business reviews (QBRs) covering service performance, account health, and upcoming needs, tied to the customer's business goals.
• Manage renewals well ahead of expiration, from terms through signature, and use each renewal to review service fit and introduce additional services.
• Retention and account health
• Maintain 100% NRR by monitoring account health (service usage, satisfaction, support ticket trends, and executive engagement) and acting on risk early.
• Lead recovery plans for at-risk accounts with Service Delivery, Support, Solution Architecture, and Finance, and follow through on every commitment made to the customer.
• Growth and expansion
• Deliver $5,000 in net new MRR each month, separate from the NRR target, through upsell, cross sell, and expansion of existing services.
• Increase account penetration by identifying divisions, sites, subsidiaries, and workloads CloudFirst does not yet support.
• Introduce customers to the full CloudFirst portfolio where it fits.
• Partner with Solution Architects to scope and quote new services, and own the commercial process through signature.
• Generate referrals from satisfied customers, and work with Marketing to develop customer references and case studies.
• Co-sell with CloudFirst's technology and channel partners where applicable.
• Find new ways to grow the business and share them with leadership.
• Maintain an accurate pipeline and a reliable monthly and quarterly forecast in Salesforce.

Compensation & Work Schedule

• Base salary: $90,000-$125,000
• On target earnings (OTE): $150,000-$200,000+, base plus incentive compensation tied to monthly net new MRR and NRR targets.
• Travel: Approx 20% for customer meetings, QBRs, and partner events as needed.
• Full time, benefits eligible position.

Education & Experience

• Bachelor's degree preferred but not required.
• 5 or more years in account management, customer success, or B2B sales, including at least 3 years managing a quota-carrying portfolio of strategic or mid-market accounts.
• Experience in a managed services, cloud, MSP, or IT infrastructure environment required.
• Experience co-selling with technology vendors or channel partners preferred.
• Advanced Salesforce experience managing accounts, pipeline, and forecast strongly preferred.
• Experience using AI tools for account research, meeting preparation, and pipeline analysis, a plus.

Required Skills & Competencies

• Strong ownership of retention and growth results.
• Consultative selling skills and sound business judgment.
• Executive presence and strong negotiation skills with C-level and senior IT leaders.
• Organized and disciplined across complex accounts with long sales cycles and multiple contacts.
• Working knowledge of cloud infrastructure, data protection, disaster recovery, and security.
• Self-directed and able to deliver consistent results in a remote role.

Alignment with CloudFirst Values

• Customer Focus: We are customer-centric in everything we do.
• Will-Do Attitude: We embody a Will-Do Attitude.
• Collaboration: Collaboration defines how we work.

Equal Employment Opportunity Statement

CloudFirst is an equal opportunity employer. We are committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.