Manager – Customer Account Management
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Job Description
Manager of Customer Account Management at Redwood Software overseeing a team to drive customer renewals and sales growth. Collaborating with leadership to align account strategies with business priorities.
Responsibilities:
- Manage, mentor, and develop a team of Customer Account Managers to meet and exceed revenue targets for renewals, upsells, and cross-sell of Redwood products.
- Drive and exceed team performance across key KPIs: Gross Dollar Retention (GDR) + price increases, logo retention, expansion revenue, and professional services growth.
- Develop and implement strategies to expand Redwood’s footprint within existing accounts and accelerate revenue growth.
- Align Customer Account Management objectives with company priorities through close partnership with Sales Leadership and the Executive Leadership Team.
- Collaborate with cross-functional teams—including Product, Professional Services, Support, and Marketing—to ensure successful customer outcomes and identify new growth opportunities.
- Track, analyze, and report on key performance metrics to assess team success and adapt strategies as needed.
- Build and strengthen executive-level relationships within customer accounts to support retention, expansion, and long-term account health.
- Identify new opportunities through customer insights, usage patterns, and renewal signals.
- Develop and deliver training programs to equip CAMs with the product knowledge, commercial acumen, and skills needed to succeed.
- Foster a culture of collaboration, accountability, and customer-centricity across the Customer Account Management organization.
Requirements:
- 3–5 years of experience in customer-facing roles such as customer success, account management, sales, technical consulting, or enterprise support.
- Strong communication skills, with the ability to articulate technical information effectively to both technical stakeholders and senior executives.
- Proven ability to lead and inspire customer-facing teams, driving performance and professional growth.
- Excellent organizational skills with the ability to manage competing demands, multiple priorities, and large customer portfolios.
- Strong analytical skills for assessing customer health, usage trends, renewal risk signals, and expansion opportunities.
- Experience facilitating collaboration across functional teams in both in-person and virtual environments.
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience preferred.
- Familiarity with Salesforce and tools like Outreach (or similar sales execution platforms).
Benefits:
- World-class support designed to give you the freedom and time to imagine and define your future
- Opportunity to work with a global team of automation experts
- Collaborative and customer-obsessed team culture
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