Account Manager – Renewals
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Job Description
Account Manager securing renewals and expanding customer revenue for New Relic’s observability platform. Managing strategic relationships, adoption, churn mitigation, and Salesforce-driven account execution.
Responsibilities:
- Drive customer revenue retention and expansion as a secondary seller within a unified account pod
- Support Account Executives through whitespace analysis, enablement sessions, and collaborative deal execution
- Secure and negotiate renewals for direct and partner-managed agreements
- Identify at-risk accounts and develop plans to mitigate churn, increase consumption, and maintain renewal rates
- Grow revenue at renewal and throughout the customer lifecycle through upsell opportunities and PAYG conversion
- Collaborate with Account Executives on customer journeys, Customer Business Reviews, account plans, and renewal discussions
- Support onboarding and product adoption 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 to advise strategy, identify industry trends, and inform economic buyers and decision-makers
- Maintain accurate customer 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
- Ability to build deep, strategic relationships with technical and non-technical customer contacts, 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 that result in growth and expansion
- Excellent professional written and verbal communication skills
- Ability to collaborate effectively with internal and external contacts
- Time-management experience supporting early and on-time contract renewals
- Experience using and learning software such as G Suite, Salesforce, Salesloft, MS Excel, and PowerPoint
- Visa sponsorship is not available for this position
- Must verify identity and eligibility to work and complete employment eligibility verification
- Criminal background check required to join New Relic
Benefits:
- Healthcare
- Dental insurance
- Vision insurance
- Parental leave and planning
- Mental health benefits
- 401(k) plan and match
- Flex time-off
- 11 paid holidays
- Volunteer time off
- Commission plan / target sales incentives
- Flexible workforce model, including fully office-based, fully remote, or hybrid workplaces
- Reasonable accommodation support
- Criminal background check and employment eligibility verification processes
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