Role Overview
The Account Manager (AM) is a revenue owner responsible for driving growth and maximizing lifetime value across an existing customer portfolio. This role is focused on expanding revenue through upsell, cross-sell, and renewals, while ensuring strong commercial alignment with customer value.
Working in close partnership with Customer Success Managers (CSMs) and Solutions Architects (SAs), the AM converts customer success into measurable revenue outcomes, owning the full commercial lifecycle post-sale.
Key Responsibilities
1. Revenue Growth & Expansion (Core KPI)
- Own and drive all upsell and cross-sell opportunities across the product suite (techOMS, techSHIP, etc.)
- Proactively identify expansion opportunities within existing accounts
- Lead the full sales cycle for expansion deals, including:
- Product positioning and demos (with Solutions Architects as needed)
- Pricing strategy and commercial structuring
- Proposal creation and delivery
- Consistently close deals and exceed expansion revenue targets
2. Renewals & Commercial Retention
- Own the end-to-end renewal process for all assigned accounts
- Lead pricing discussions, negotiations, and contract execution
- Identify opportunities to increase contract value at renewal
- Ensure on-time renewals with strong commercial outcomes
3. Strategic Account Growth
- Partner with CSMs to build and execute account growth plans
- Identify opportunities to expand product adoption and increase share of wallet
- Support strategic initiatives such as migration to techOMS, positioning them as revenue-generating opportunities
- Align customer value with commercial outcomes
4. Pipeline & Forecast Ownership
- Build, manage, and maintain a healthy expansion and renewal pipeline
- Accurately forecast revenue and consistently deliver against targets
- Maintain strong CRM discipline and deal visibility
5.Commercial Leadership
- Act as the primary commercial owner across all assigned accounts
- Lead all pricing, negotiation, and contract strategy
- Ensure revenue growth is aligned with customer value and long-term retention
Ownership Model
Customer Success Manager (CSM) Owns:
- Customer health & retention risk
- Product adoption and usage
- Customer satisfaction (NPS)
- Value realization
- Relationship management
Account Manager Owns:
- Revenue growth and expansion
- Renewals and contract value
- Pricing and negotiations
- Upsell and cross-sell execution
- Commercial strategy
Qualifications
- 2–5+ years in Account Management, Sales, or Revenue Growth roles (SaaS preferred)
- Proven track record of exceeding revenue targets through:
- Upselling and cross-selling
- Contract negotiation and renewals
- Strong commercial acumen and deal-closing ability
- Experience managing complex B2B customer relationships
- Ability to collaborate across Sales, Customer Success, and Technical teams
Preferred Experience
- Logistics, fulfillment, or supply chain SaaS
- Subscription-based or recurring revenue models
- Mid-market or enterprise customer segments
Key Traits for Success
- Highly commercial and revenue-driven mindset
- Strong negotiator with confidence in pricing discussions
- Strategic thinker with a bias for execution
- Comfortable owning and being accountable for a revenue number
- Collaborative team player with clear ownership boundaries
Team Structure
- Reports to: Director of Sales
- Works closely with:
- Customer Success Managers
- Sales Architects
- Product & Operations teams