[Hiring] Commercial Sales Account Manager @Pioneer Square Brands

Role Description

The Commercial Sales Account Manager owns a portfolio of existing customer accounts and is measured on retention and expansion rather than new logo acquisition. You will serve as the trusted, day-to-day point of contact for your accounts, understanding their business, anticipating their needs, and using data and customer trends to help them succeed. In this role, you are supported by PSB's Sales Operations team in Manila, who partner with you on reporting and dashboards, CRM hygiene, order and quote support, and account analytics for you to spend the majority of your time in front of customers. Success in this role comes from consistent, relationship-driven engagement, proactive problem-solving, and a genuine commitment to customer outcomes.

• Own retention & growth: Manage and grow a portfolio of existing customer accounts, with a primary focus on net revenue retention (NRR), renewals, and expansion.
• Prevent churn: Proactively identify at-risk accounts, understand the drivers of churn, and lead recovery and retention efforts before customers disengage.
• Grow existing business: Uncover upsell and cross-sell opportunities within existing accounts by understanding each customer’s evolving needs and aligning them to PSB products and solutions.
• Introduce new and updated products to existing customers, and uncover potential for custom product opportunities.
• Be the trusted partner: Serve as the primary point of contact, building strong, trusted relationships across multiple stakeholders and ensuring a consistently positive customer experience.
• Use data to advise: Analyze customer purchasing patterns, usage data, and market trends to deliver insights, tailored recommendations, and data-backed business reviews.
• Show up in person: Travel approximately 40% of the time to visit customer sites and represent PSB at trade shows and industry events.
• Keep the data clean: Maintain accurate account records, forecasts, and activity in the CRM, and report on retention, expansion, and pipeline health.
• Collaborate cross-functionally: Partner with Marketing, Product, Customer Support, and Operations to resolve issues quickly and deliver on customer commitments.

Qualifications

• At least 2–5 years in a comparable account management or customer-facing sales role.
• Energized by nurturing and expanding existing relationships rather than chasing brand-new logos.
• Comfortable with up to 40% travel to customer sites and trade shows.
• Enjoys digging into data, understanding customer trends, and genuinely helping customers succeed.
• Calm, steady, and able to build authentic connections and trust with a wide range of stakeholders.
• Ability to be the customer's advocate in chief at VAULT, connecting them to the resources internally that they need to succeed.
• Experience selling into commercial, B2B, or channel accounts, ideally with physical or consumer hardware products.
• Proficiency with CRM platforms (e.g., Salesforce or HubSpot) and comfort working with sales data and reporting tools.
• Track record of meeting or exceeding retention, renewal, or expansion targets.

Skills & Competencies

• Relationship Building
• Customer-Centric Mindset
• Account Growth & Retention
• Data-Driven Insight
• Communication & Influence
• Ownership & Accountability
• Resilience & Adaptability
• Technical Aptitude

Success Factors

• Net Revenue Retention (NRR) - Meets or exceeds NRR targets across the assigned account portfolio.
• Churn Prevention - Reduces avoidable churn; at-risk accounts are identified and recovered early.
• Account Expansion - Grows revenue within existing accounts through upsell and cross-sell.
• Customer Health - High customer satisfaction, retention, and reference-ability.
• Engagement Rhythm - Consistent business reviews, site visits, and proactive touchpoints.