Account Manager – Renewals
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Job Description
Account Manager retaining and expanding customer revenue for New Relic’s SaaS observability platform. Managing renewals, adoption, churn mitigation, and expansion in a quota-carrying role.
Responsibilities:
- Serve as a secondary seller within a unified pod structure, supporting the Account Executive through cross-functional alignment and collaborative deal execution
- Review whitespace opportunities and organize enablement sessions with Technical Success Managers
- Partner with Solutions Consultants to drive growth opportunities
- Build customer relationships with economic buyers, decision-makers, champions, and end-users
- Negotiate renewals for direct and partner-managed agreements
- Identify at-risk accounts and develop plans to mitigate churn and improve customer satisfaction
- Drive revenue expansion during renewals and throughout the customer lifecycle
- Increase Billable Consumption Metric for subscription customers and convert Pay-As-You-Go customers
- Coordinate Customer Business Reviews, contribute to Account Plans, and complete renewal processes and discussions
- Support customer onboarding through account health checks and business value assessment enablement sessions
- Collaborate with Sales, Operations, Customer Solutions, Legal, and Collections to resolve customer issues
- Communicate company messaging and value propositions verbally and in writing
- Analyze data, identify industry trends, and advise economic buyers and decision-makers
- Maintain accurate customer master records and Salesforce data for accounts, opportunities, and contacts
Requirements:
- 5+ years of experience in a quota-carrying role, managing renewals, or customer success, closing large complex time-sensitive software contracts, preferably within the SaaS industry
- Proven ability to build deep, strategic relationships with customer contacts at all levels, including senior leadership and C-Level Executives
- Experience building, analyzing, and interpreting datasets to manage a pipeline
- Track record of identifying customer goals and leading value-based discussions resulting in growth and expansion
- Excellent professional written and verbal communication skills
- Ability to work collaboratively with internal and external contacts
- Time-management experience supporting early and on-time contract renewals
- Experience using and learning software including G Suite, Salesforce, Salesloft, MS Excel, and PowerPoint
- Visa sponsorship is not available
- Ability to verify identity and eligibility to work
- Criminal background check required
- Bonus: background in Observability, Application Performance Monitoring, and/or DevOps
- Bonus: experience with consumption-based selling and platforms
- Bonus: experience with Challenger Sale, Command of the Message, and MEDDPICC
- Bonus: contributed to building a scaled Customer Success function
- Bonus: project management certifications such as PMP, CSM, or CSPO
Benefits:
- Healthcare, dental, and vision benefits
- Parental leave and planning
- Mental health benefits
- 401(k) plan and match
- Flex time-off
- 11 paid holidays
- Volunteer time off
- Other competitive benefits
- Flexible workforce model supporting fully office-based, fully remote, or hybrid work arrangements
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