Account Manager, AMER (Remote)

Customer.io; United States; Remote; USD 116,000 - 142,000; Full time

Benefits offered by this job

Health coverage

Parental leave

Unlimited PTO

Remote stipend

Development budget

Job summary

Customer.io is hiring an Account Manager for our North America team. You will own renewals, expansions, and churn mitigation for a portfolio of mid-market and enterprise accounts, driving growth through value-based adoption and ROI storytelling.

Ideal candidates have 3+ years in a SaaS revenue role with $5m ARR experience, strong forecasting, and multi-threaded relationship-building skills. This role supports remote US/Canada work with a comprehensive benefits package.

Qualifications

• 3+ years in Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number (5+ years preferred).
• Experience managing $5m ARR, predominantly in the MM space.
• Proven ability to grow customer spend through adoption and value articulation.
• A forecasting methodology you can walk through clearly.
• Comfortable pulling usage data and building dashboards.

Responsibilities

• Own the full commercial strategy for a portfolio of mid-market and enterprise accounts — renewals, expansion, and churn mitigation.
• Drive growth by helping customers adopt Customer.io more strategically, identifying new use cases and articulating ROI.
• Forecast renewal and expansion pipeline with a clear, repeatable methodology and maintain CRM hygiene.
• Proactive pipeline generation and multi-threaded relationships across the org as a commercial advisor.
• Partner with Customer Success and Sales on expansions, account health, and negotiations to close.

Skills

Account management

SaaS sales

Forecasting

CRM hygiene

Negotiation

Job description

Over 9,000 companies, from scrappy startups to global brands use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About the role

Hi, I'm Tijani Jackson, Manager of Account Management at Customer.io , and I'm looking for an Account Manager to join our North America’s Team. This is a revenue ownership role - you'll manage a portfolio of mid-market and enterprise accounts, driving renewals, identifying expansion opportunities, and building the kind of relationships that make customers want to grow with us. You'll be part of a tight-knit team and a key commercial voice for the accounts you own.

This role is open to candidates based in the US or Canada only.

What we value

• Commercial ownership: you treat your book of business like it’s yours, because it is. You spot opportunities and challenges early, bring thoughtful recommendations to your manager, and take accountability for results
• Forecasting discipline and data-driven decision-making, not gut feel
• Multi-threaded relationships — you build trust across the org, not just with one champion
• Expansion through value, not feature gates or mechanical levers
• Close partnership with Customer Success — you see CS as a collaborator, not a handoff

What you'll do

• Own the full commercial strategy for a portfolio of mid-market and enterprise accounts — renewals, expansion, and churn mitigation
• Drive growth by helping customers adopt Customer.io more strategically, identifying new use cases and articulating ROI clearly
• Forecast renewal and expansion pipeline accurately with a clear, repeatable methodology, maintaining strong CRM hygiene and reliable pipeline data
• Proactive pipeline generation and multi-threaded relationships - you actively uncover growth opportunities and build trust as a commercial advisor across the org, not just with one champion
• Partner closely with Customer Success on account health and with Sales on expansion deals
• Own commercial negotiations, navigate objections and complex deal cycles, and drive renewals and expansions to close, partnering with Legal, Finance, and other internal teams as needed

What we're looking for

• 3+ years in Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number (5+ years preferred)
• Experience managing $5m ARR, predominantly in the MM space
• Proven ability to grow customer spend outside of overages or true-ups — genuine expansion through adoption and value articulation
• A forecasting methodology you can walk through clearly — it doesn't need to be a named framework, just logic you own
• Comfortable pulling usage data, tracking health scores, and building your own dashboards
• Strong communicator — clear and persuasive with both technical and non-technical stakeholders
• Based in the US or Canada

We believe in transparency. Starting salary for this role is $90,000 base + $39,000 variable = $129,000 OTE USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we're committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.

Check out our careers page for more information about why you should come work with us! We believe in empathy, transparency, responsibility, and, yes, a little awkwardness.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Customer.io’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

We use Greenhouse's AI-powered Talent Matching tool to help assess your application against the role's requirements. AI informs but does not replace human decision-making in our hiring process.