Manager, Customer Account Management

Intermedia Cloud Communications; United States; Remote; USD 130,000 - 180,000; Full time

Job summary

A leading company in cloud communications seeks a Manager for Customer Account Management, dedicated to building strong customer relationships and driving revenue growth. As a leader in a fast-paced environment, you will develop your team and implement strategies to ensure customer satisfaction and long-term value. Join us at Intermedia to make a meaningful impact while enjoying a culture of teamwork and transparency.

Benefits

Prominent culture of internal promotion

Diversity and inclusion focus

Competitive salary and benefits

Qualifications

• Minimum 5 years in sales/customer success leadership within B2B SaaS/cloud services.
• Experience in UCaaS and VoIP markets is advantageous.
• Strong proficiency with Salesforce and GTM tech stacks.

Responsibilities

• Lead onboarding and development of a high-performing team of Customer Account Managers.
• Drive revenue growth and retention strategies across customer base.
• Optimize processes using Salesforce and improve customer engagement.

Skills

Sales Leadership

Customer Success

Team Leadership

Communication

Customer Relationship Management

Education

BA/BS Degree

Tools

Salesforce

Job description

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Manager, Customer Account Management

Location: Remote / US

Reports to: Senior Director, Strategic Inside Sales

Your Mission: Build a Team That Customers Can’t Imagine Leaving

Are you looking for a company where YOUR VOICE is heard? Where you can MAKE A DIFFERENCE? Do you THRIVE in a FAST-PACED work environment? Do you wake every morning EXCITED to work with GREATPEOPLE and create SUCCESSTOGETHER? Then Intermedia is the place for you.

Intermedia has established itself as a leading provider of cloud communications and collaboration tech that allows companies to connect better. We have a strong track record of growth, profitability, and creating an environment where everyone matters. Everyone. While we are fast-paced and admittedly a bit intense, we promise that you won’t be bored. You will find Intermedia is a place where you can indulge your passion for creating and supporting great cloud technology. What’s more, we always look to promote from within and have many employees who have been with us 10, 15, and 20+ years!

Culture at Intermedia is built on teamwork and transparency. We hold each other accountable and always have each other’s back!

Are you ready to make your mark?

Your Mission: Build a Team That Customers Can’t Imagine Leaving

You’re not just leading a team—you’re building a customer-obsessed, revenue-driving engine in the high-growth world of Unified Communications, Microsoft 365 and other cloud solutions. At Intermedia, our Customer Account Managers (CAMs) don’t “renew accounts”—they own relationships, surface real customer needs, and unlock expansion across our evolving cloud portfolio.

You’ll lead a team of Inside CAMs who are responsible for managing and expanding a large base of directly serviced midmarket customers. Your role is to develop, scale, and inspire this team to drive Net Revenue Expansion (NRE), reduce churn, and ensure every customer sees long-term value in their Intermedia partnership.

What You’ll Do

Team Leadership & Coaching

• Hire, onboard, and lead a high-performing team of CAMs
• Develop team playbooks for renewals, upsells, cross-sells, and developing strategies with customers
• Deliver weekly coaching on sales motions, lifecycle management, and customer engagement
• Create a culture of accountability, learning, and transparency—where data drives action

Revenue & Retention

• Own team performance across bookings, renewals, pipeline expansion, and CSAT/NPS
• Oversee daily pipeline activity, forecast accuracy, and goal attainment
• Drive proactive customer health reviews and develop risk mitigation strategies

Process & Operations

• Optimize usage of Salesforce and other GTM systems/tools
• Improve workflows, automation, and segmentation to scale impact
• Collaborate cross-functionally with product, support, and marketing to align efforts

Customer Impact

• Serve as executive sponsor for key accounts or escalations
• Drive initiatives that improve customer outcomes—from onboarding through renewal
• Identify trends in customer needs, usage, and satisfaction—and translate them into action

Who You Are

• A builder: You thrive in fast-paced environments and love standing up new systems, strategies, and team rituals
• A coach: You’re passionate about developing people and know how to unlock performance
• A commercial thinker: You understand revenue levers, margin pressures, and the art of the renewal
• A customer-first leader: You see expansion as a byproduct of value delivered—not pressure applied

What You Bring

• 5+ years of sales or customer success leadership, ideally within B2B SaaS or cloud services
• Experience in UCaaS, VoIP, M365, or adjacent markets is a major advantage
• History of delivering against KPIs such as retention, growth, CSAT/NPS, and pipeline maturity
• Proficiency in Salesforce, forecasting, and GTM tech stacks
• Strong communication skills—you can motivate a team, align cross-functional stakeholders, and calm a customer on fire
• BA/BS required; MBA or leadership training preferred

Why Intermedia

• We’re not a company where you “just manage”—we expect you to lead boldly, think strategically, and roll up your sleeves.
• We promote from within—many of our leaders have grown with us for 10+ years.
• You’ll join a team that believes in culture over ego, results over politics, and customers over buzzwords.

Intermedia is an Equal Opportunity Employer

We value diversity and are committed to creating an inclusive environment for all employees. If you bring the skills and the mindset—we want to talk to you. We hire, promote, and compensate employees based on their ability to perform their job responsibilities, without regard to race, color, creed, religion, sex, gender, marital status, national origin, ancestry, age, citizenship, physical or mental disability, sexual orientation, or any other basis protected by applicable law (collectively referred to in our Code of Conduct as “Protected Classes”). We do not tolerate employment discrimination in the workplace, and we are committed to making reasonable accommodations for identified disabilities or other limitations as required by all applicable laws. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Software Development, Technology, Information and Media, and IT Services and IT Consulting

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