Sr Account Manager

Hi, I'm Nat, VP of Customer Experience. We're looking for a Sr Account Manager to join our Americas team.

As a Senior Account Manager at Customer.io, you will be the fully qualified, experienced professional in our account management team, responsible for nurturing client relationships, driving revenue growth, and providing innovative solutions to meet client needs. Drawing upon your comprehensive understanding of the B2B SaaS space, you will assess and resolve a wide range of issues, using sophisticated analytical techniques to identify root causes and devise effective solutions.

This is a growing team that is taking on new areas of responsibility, and we are looking for a senior and experienced individual contributor to help us navigate change and build foundations that will set us up for success now, and in the future.

Responsibilities:

• Exceptional Client Relationship Management: Serve as the primary liaison for high-potential accounts, employing advanced negotiation and communication skills and a deep understanding of client needs to foster lasting partnerships.
• Revenue Optimization: Utilize advanced analytical techniques to identify opportunities for revenue growth, including upselling, cross-selling, and expansion strategies tailored to each client's unique requirements.
• Strategic Account Planning: Work directly with Leadership on the development and execution of comprehensive account strategies, leveraging your expertise to maximize client satisfaction, retention, and revenue generation.
• Sophisticated Account Health Monitoring: Be a senior voice for the team as you work alongside the CSMs to implement monitoring and analysis of account health, proactively identifying areas for optimization and implementing creative solutions.
• Exceptional Customer Support: Provide high-level support to clients, resolving complex issues and escalations efficiently and professionally to ensure a superior customer experience.
• Industry Leadership: Stay at the forefront of industry trends and market developments, leveraging your expertise to drive innovation and maintain Customer.io's competitive edge.

Qualifications:

• Minimum of 5 years of experience in account management, sales, or related roles within the SaaS industry.
• Expert Communication Skills: Exceptional verbal and written communication skills, with the ability to convey complex ideas persuasively and adapt communication style to diverse audiences.
• Analytical Prowess: Demonstrated ability to analyze data, assess trends, and develop sophisticated strategies to drive business outcomes and achieve revenue targets.
• Results-driven: Proven track record of exceeding targets and delivering exceptional customer experiences in a fast-paced, dynamic environment.
• Networking and Influence: Ability to cultivate relationships with senior internal and external stakeholders, influencing decision-making and driving consensus on complex matters.
• Technical Proficiency: Familiarity with SaaS platforms and CRM tools, with the ability to quickly learn and adapt to new technologies.
• Project Management Experience: Previous experience managing cross-functional projects or initiatives, coordinating efforts across teams to achieve shared objectives.

About Customer.io

Our mission at Customer.io is to power automated communication that people like to receive. Today over 7,600 internet businesses use Customer.io to manage, send, and track the performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.

We are offering a starting salary of $150,000 USD OTE (or equivalent in local currency) depending on experience and subject to market rate adjustment.

Benefits at Customer.io include:

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc.
• $1,500 home office budget to ensure your working space is ergonomic and what you need to do your best work!
• One month sabbatical after five years at Customer.io
• We also have opportunities to meet in person with your peers throughout the year

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.

Join us!

Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!

How to apply

Apply at the link below and tell us why you're interested in the position! We plan to respond to all applicants with a status update about your application.

Here's what you can expect from our hiring process:

1. 30-minute video call with a Recruiter
2. 45-minute video call with the Hiring Manager
3. Take Home Assignment
4. Assignment Review Call with two potential team members
5. Final Interview