Manager, Account Management

Role Summary:

We are seeking a Manager to lead our amazing Account Management team. Responsible for ensuring customer success, retention, and expansion. This role will focus on driving adoption, deepening customer relationships, and identifying growth opportunities within existing accounts. The ideal candidate has a strong background in MarTech, excels at developing executive-level relationships, and is highly skilled in justifying ROI to stakeholders. They should be a strategic thinker with a strong customer success mindset, capable of balancing data-driven decision-making with a people-first approach.

What You'll Do:

• Lead, mentor, and develop a team of Account Managers responsible for running renewals, negotiating contracts, and achieving retention, expansion, and customer satisfaction goals. Must have experience in the negotiation of six-figure contracts. 
• Own and refine GRIN’s account management strategy to maximize customer engagement, platform adoption, and long-term growth.
• Analyze customer data and key performance indicators (KPIs) with a highly data-savvy approach to proactively identify churn risks and opportunities for expansion.
• Develop customer lifecycle journeys and ensure customer commitments are met for any entitlements the customer has purchased.
• Partner cross-functionally with Onboarding, Professional Services, Support, and Sales to drive seamless customer experiences.
• Develop and execute targeted strategies to optimize customer adoption and advocacy of GRIN’s platform, ensuring brands fully leverage our creator management ecosystem.
• Own and drive forecasting for renewals, retention trends, and expansion opportunities, providing senior leadership with actionable insights to inform strategic decisions.
• Serve as a escalation point for high-value customers and complex account situations, ensuring a proactive and solution-oriented approach.
• Stay informed about industry trends, customer challenges, and competitive insights to refine GRIN’s customer engagement strategies continuously.

Qualifications:

• 5+ years of experience in customer success, account management, or a related field within SaaS or MarTech.
• 4+ years of leadership or management experience, with a proven track record of coaching and developing teams.
• Deep understanding of the creator economy and influencer marketing, with the ability to articulate how GRIN helps brands build successful creator relationships a plus. 
• Experience managing teams that have serviced complex enterprise customers. 
• Strong experience in contract negotiations and renewals, with a focus on retention and account growth.
• Previous experience working cross-functionally with Sales to drive effective land and expand strategies.
• Highly analytical and data-driven, with the ability to leverage insights to drive strategic decisions.
• Strong understanding of customer lifecycle management, retention strategies, and expansion methodologies.
• Excellent communication and relationship-building skills with customers and internal teams.
• Ability to thrive in a fast-paced, evolving environment while managing multiple priorities.
• Experience with CRM and customer success tools (Salesforce and Hubspot) is required.