Customer Account Manager

Spur; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

Spur is seeking a commercially driven Customer Account Manager (CAM) to own the full customer lifecycle: onboarding, adoption, expansion, and renewal, delivered from a remote setting.

You will drive ARR growth by expanding into additional personas, buying centers, and products, build robust account plans, foster executive sponsorship, and lead renewal conversations with internal teams guiding value realization and strategic partnerships.

Qualifications

• 3–7+ years in Customer Success or Account Management roles in B2B tech.
• Proven track record growing existing accounts through expansion strategies.
• Ability to create, qualify, negotiate, and close expansion opportunities.
• Experience with cybersecurity, fraud, risk, or related domains is a plus.

Responsibilities

• Own the customer lifecycle from onboarding to renewal for a portfolio.
• Drive ARR growth by expanding into additional teams and use cases.
• Build account plans covering objectives, whitespace, and risks.
• Map the organization across multiple functions and leaders.
• Lead expansion conversations, business cases, and negotiations to close.
• Drive measurable adoption and executive-aligned customer meetings.

Skills

Customer Success

Account Management

Upsell Strategy

Cross-sell

Discovery

Education

Bachelor's degree or equivalent

Tools

Salesforce

Account Planning Tools

CRM platforms

Job description

Spur is seeking a commercially driven Customer Account Manager (CAM) to own the full customer lifecycle: from onboarding and adoption through expansion and renewal.

The primary growth objective of this role is to increase ARR across the existing customer base by expanding Spur into additional personas, departments, buying centers, use cases, products, and budget categories.

This is not a traditional renewal or technical account management role. You will own the customer relationship, account strategy, value realization, expansion motion, and renewal process. You will identify whitespace, build executive alignment, uncover new customer priorities, develop business cases, and lead expansion opportunities from discovery through close.

You will partner closely with Solutions Engineering, Product, and Customer Success leadership to support technical validation, product alignment, executive engagement, and strategic account growth. This role does not work through a Sales overlay.

This is a full-time, remote position.

Key Responsibilities

• Own the customer lifecycle: Lead onboarding, adoption, value realization, expansion, and renewal for a portfolio of Spur customers.
• Drive account growth: Increase ARR by expanding into additional teams, personas, buying centers, products, use cases, and budget owners.
• Build account strategies: Maintain account plans covering customer objectives, current products, outcomes, stakeholders, whitespace, expansion hypotheses, risks, and next actions.
• Map the organization: Build relationships beyond the initial champion across security, fraud, risk, engineering, infrastructure, identity, threat intelligence, finance, procurement, and executive leadership.
• Create qualified expansion opportunities: Confirm the customer problem, business impact, product fit, buyer, budget source, decision process, timing, and required stakeholders before advancing an opportunity.
• Lead commercial expansion: Own the expansion conversation, business case, proposal, negotiation, and close in partnership with leadership and relevant internal teams.
• Drive measurable adoption: Move customers from initial deployment or evaluation into repeatable production workflows with clear success criteria and measurable outcomes.
• Lead strategic customer meetings: Run onboarding sessions, success reviews, QBRs, executive business reviews, discovery meetings, workshops, and expansion conversations focused on customer value and growth.
• Own renewal Process + Closing: Understand customer value, renewal intent, budget, procurement requirements, decision criteria, and timing early enough to protect the relationship and identify growth opportunities while closing the customer renewal.
• Create customer advocacy: Develop champions, references, case studies, executive relationships, webinars, and customer stories that support broader adoption.

What Success Looks Like

• Expansion ARR grows consistently across the assigned customer portfolio.
• Spur adoption expands across additional personas, departments, buying centers, and use cases.
• Customers move from initial deployment to repeatable, measurable production value.
• Expansion opportunities have clear customer problems, buyers, budgets, business cases, and timelines.
• Account plans show meaningful whitespace, stakeholder coverage, and specific growth actions.
• Renewals are predictable because value, risk, and decision processes are understood early.
• Customers view the CSM as a trusted strategic advisor and primary owner of the relationship.

Qualifications

• 3-7+ years in Customer Success, Strategic Account Management, Account Management, Growth, Partnerships, or a similar B2B technology role.
• Proven track record of success growing existing accounts through upsell, cross-sell, multi-threading, or land-and-expand strategies.
• Demonstrated ability to create, qualify, negotiate, and close expansion opportunities.
• Experience selling to or working with cybersecurity, fraud, risk, infrastructure, identity, data, networking, or security operations teams.
• Strong discovery skills and the ability to uncover problems beyond the customer’s original purchase.
• Ability to engage practitioners, technical leaders, executives, economic buyers, procurement, and multiple internal budget owners.
• Strong understanding of enterprise buying processes, business cases, budget creation, and commercial negotiation.
• Excellent executive communication, presentation, facilitation, and writing skills.
• Data-driven approach to account prioritization, expansion forecasting, customer health, and renewal readiness.
• Comfortable operating independently in a fast-moving, remote environment.

Preferred Experience

• Cybersecurity, fraud prevention, identity, threat intelligence, observability, networking, or data infrastructure.
• Expanding technology across multiple departments or business units.
• Working with Salesforce, account-planning tools, or customer-success platforms.
• Building executive sponsorship, internal champions, customer references, and strategic partnerships.

Core Competencies

• Account expansion and whitespace strategy
• Consultative discovery and value selling
• Multi-threaded stakeholder development
• Executive relationship building
• Business-case and budget creation
• Commercial ownership and negotiation
• Cybersecurity and technical fluency
• Opportunity qualification and forecasting