Role Summary

The primary purpose of the Account Manager is to retain current customers and identify opportunities to grow or expand their presence and usage across the platform. This role is responsible for driving value and adoption within an assigned territory of customers, primarily in our Commercial segment. You are responsible for managing the relationship with current customers, including contract renewals, identifying expansion opportunities, and managing the sales cycle for those expansions. Additionally, you are responsible for driving platform adoption, assessing the overall health of a customer's engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. Your primary points of contact within existing customers will include both above-the-line contacts (CRO, COO, CEO, CFO, and CISO) and below-the-line contacts (System Administrators, GTM Leaders, Marketing and Content, Revenue Operations, etc.).

What you'll do

• Manage the relationship with current customers, including contract renewals and identifying expansion opportunities
• Drive platform adoption and assess health of customer engagement with Outreach
• Provide strategic insight and guidance aligned with customer goals
• Collaborate with above-the-line and below-the-line stakeholders across customer organizations
• Aim to achieve customer retention, renewals, and expansion targets, with a focus on net revenue retention and renewal forecast accuracy
• Act as a trusted advisor to the Revenue Office for customers
• Leverage AI to surface signals, act on insights, and drive adoption

Who you are

• Growth-minded with a willingness to learn and adapt
• Comfort using AI to inform and guide customer interactions
• Curious, driven, and capable of owning customer relationships across renewals and expansions
• Strong communication and relationship-building skills with diverse stakeholders