[Hiring] Strategic Account Manager @BigPanda

Role Description

The Senior Account Manager (Sr. AM) is responsible for owning and growing a portfolio of strategic enterprise customers. This role focuses on driving customer value realization, retention, and expansion by aligning the platform’s Agentic IT Operations capabilities to customer business and operational outcomes. The SAM operates as the General Manager of their accounts, partnering closely with Sales, Product, Engineering, and Customer teams to deliver measurable impact and long-term partnership value.

What you will do:

• Customer ownership: Own retention and growth for Tier 1 enterprise accounts. Build multi-year strategic account plans aligned to customer IT operations goals.
• Executive engagement: Build relationships with CIOs, VPs of IT Ops, and SRE leaders. Lead EBRs and BVRs that tie platform capabilities to measurable ROI.
• Renewals & expansion: Own renewal strategy and execution. Identify upsell and cross-sell opportunities, manage churn risk, and drive GRR/NRR targets.
• Cross-functional leadership: Coordinate Sales, TAM, SE, Support, and PS teams on your accounts. Advocate for the customer internally while balancing business objectives.
• Voice of customer: Provide structured feedback to Product and R&D. Surface reference, case study, and speaking opportunities to deepen partnerships.

Qualifications

• 5+ years in Account Management, Customer Success, or Strategic Accounts in B2B SaaS
• Background in enterprise IT, IT Operations, SRE, Observability, or Incident Management platforms
• Proven track record managing large ARR accounts, renewals, and expansion
• Executive presence — able to translate technical value into business terms
• Comfortable navigating complex, multi-stakeholder enterprise organizations
• At ease operating with ambiguity in fast-moving SaaS environments

Benefits

• Competitive equity
• Remote-first environment
• Unlimited PTO
• Twelve (12) paid holidays throughout the year
• Comprehensive health benefits
• #PandaParent support: Financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents.
• Financial planning services
• Employee learning & development budget
• Values-based recognition (quarterly and annually)
• Social community & ERG programs
• Dog friendly office
• Lunches provided in office
• Flexible work environment along with a work-from-home stipend to support remote work arrangements
• Values-based culture