Senior Customer Account Manager
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Job Description
Senior Customer Account Manager owning enterprise post-sale relationships for Nerdio’s Azure cloud-management platform. Driving onboarding, adoption, renewals, expansion, and customer advocacy.
Responsibilities:
- Own the strategic post-sale customer relationship for a book of Enterprise accounts
- Serve as the primary post-sale touchpoint, focusing on outcomes, relationship health, and business alignment
- Drive customer onboarding and adoption by building plans with customers and internal teams
- Collaborate with Technical Account Managers, Account Executives, Solutions Engineers, and Training teams
- Lead Executive Business Reviews connecting progress to goals and aligning stakeholders on the roadmap
- Monitor account health using data-driven insights and engagement signals
- Coordinate mitigation of account risks and satisfaction gaps
- Identify, qualify, and route upsell and cross-sell opportunities
- Collaborate with Account Executives to expand account value
- Lead the commercial renewal process through signatures
- Drive customer advocacy and reference activity, including testimonials, case studies, Training Camps, and Customer Advisory Board engagement
Requirements:
- Software background in an XaaS business such as SaaS, PaaS, or IaaS
- Preference for experience managing customer relationships across IT Operations, Finance, and Software Engineering
- Expertise in contract negotiation and conflict resolution
- Demonstrated customer relationship management experience, ideally within the Enterprise segment
- Experience developing and fostering relationships at all levels within customer organizations
- Proven ability to facilitate executive-level QBRs/EBRs and build VP-level and above relationships
- Experience following a LAER model (land, adopt, expand, retain)
- Ability to recognize, qualify, and route expansion opportunities
- Accurate forecasting skills and understanding of customer-base and account-health signals
- Ability to articulate a value proposition with a technical theme
- Comfortable using AI tools for account research, preparation, and reporting
- Minimum of 8+ years of experience in a customer success or account management role
- Strong understanding of cloud computing, IT services, or related fields
- Ability to build and maintain strong customer relationships
- Experience managing customer accounts end-to-end, including handoffs, onboarding, renewals, and escalations
- Exceptional collaboration skills with TAMs and Sales
- Proficiency in CRM software and other relevant tools
- Understanding of customer success metrics such as GRR and NRR, with ability to analyze data
- Familiarity with Virtual Desktop Infrastructure, Microsoft Azure ecosystem, and cloud services
- Knowledge of IT project management methodologies and best practices
Benefits:
- Competitive Base + Commission Plan
- Stock Options
- Health and Welfare Plans
- Life and Disability Plans
- Retirement Plan
- Unlimited Flexible Paid Time Off, including your birthday off
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