[Hiring] Senior Customer Account Manager @Nerdio

Role Description

As a Senior Customer Account Manager, you own the full post-sale relationship for a book of Enterprise accounts — driving value realization, account health, and renewals while proactively surfacing expansion opportunities. You are the customer’s primary point of contact from the moment a deal closes through onboarding, ongoing value delivery, expansion, and renewal, and net revenue retention across your portfolio is the clearest signal of how well you’re doing that.

• Own the strategic customer relationship post-sale.
• Serve as the primary post-sale customer touchpoint for Enterprise accounts, focused on outcomes, relationship health, and business alignment.
• Drive onboarding and adoption.
• Build and align on an onboarding plan with the customer and internal teams (Technical Account Managers, Account Executives, Solutions Engineers, and Training) so accounts see value quickly.
• Lead Executive Business Reviews.
• Deliver EBRs that connect progress to goals, align on roadmap, and keep the right stakeholders engaged on a regular cadence.
• Monitor account health.
• Use data driven insights and engagement signals to flag risk or satisfaction gaps before they escalate, and coordinate mitigation.
• Surface and route expansion opportunities.
• Identify qualified upsell and cross-sell opportunities and collaborate with the Account Executive, growing the value of your book over time.
• Lead the commercial renewal motion.
• Validate value early, partner with Account Executives on expansion plays, and own the process through signatures.
• Drive advocacy and reference activity.
• Build customer testimonials, case studies, and community engagement, including Training Camps and the Customer Advisory Board.

Qualifications

• Software background in an XaaS business such as SaaS, PaaS, or IaaS, with a preference for candidates experienced in managing customer relationships across IT Operations, Finance, and Software Engineering.
• Expertise in contract negotiation and conflict resolution.
• Demonstrated experience in customer relationship management, including developing and fostering relationships at all levels within customer organizations — ideally within the Enterprise segment.
• Proven ability to facilitate executive-level business reviews (QBRs/EBRs) and build relationships with VP-level and above stakeholders, following a LAER model (land, adopt, expand, retain).
• Ability to recognize, qualify, and route expansion opportunities to the right owner.
• Accurate forecasting skills and a strong understanding of the customer base and account health signals.
• Ability to articulate a value proposition with a technical theme.
• Comfortable using AI tools to work more efficiently across account research, prep, and reporting — freeing up time for higher-value customer conversations.

Requirements

• A minimum of 8+ years of experience in a customer success or account management role, preferably within the technology industry.
• Strong understanding of cloud computing, IT services, or related fields.
• Demonstrated ability to build and maintain strong relationships with customers, ensuring their success and satisfaction.
• Experience managing customer accounts end-to-end, including handoffs, onboarding, renewals, and escalations.
• Exceptional collaboration skills with TAMs and Sales to drive value faster.
• Proficient in using customer relationship management (CRM) software and other relevant tools.
• Understanding of customer success metrics (GRR, NRR) and the ability to analyze data to drive insights.

Preferred Experience

• Familiarity with Virtual Desktop Infrastructure (VDI), the Microsoft Azure ecosystem, and cloud services.
• Knowledge of IT project management methodologies and best practices.

Benefits

• Competitive Base + Commission Plan
• Stock Options
• Health and Welfare Plans*
• Life and Disability Plans*
• Retirement Plan*
• Unlimited Flexible Paid Time Off......including your birthday off!
• Collaborative Team Culture

* Benefits for international employees, outside the US, vary by country.