Senior Account Manager

Basta; New York (NY); On-site; USD 110,000 - 160,000; Full time

Job summary

Basta seeks a Senior Account Manager in NYC to own post-sale relationships with university, K–16, and nonprofit partners. The role emphasizes proactive health management, renewal readiness, and cross-team collaboration to drive value and reduce friction for partners.

You will own onboarding, set expectations, coordinate internally, and ensure partners understand Basta’s offerings while navigating a complex institutional landscape. 4–6 yearly NYC travel is expected.

Qualifications

• Manage a portfolio of institutional customers with ongoing relationships and clear success plans.
• Lead onboarding, implementation, and ongoing customer support to translate commitments into a smooth partner experience.
• Be proactive about account health, spotting risks and surfacing opportunities early.
• Build trust with senior institutional stakeholders and communicate clearly across teams.
• Use systems and data to stay ahead of work, tracking commitments and partner health.

Responsibilities

• Own the institutional partner relationship and ensure clear expectations and next steps.
• Lead partner onboarding and implementation with timelines, responsibilities, milestones, and expectations.
• Monitor satisfaction, engagement, and other health signals to identify risks early; coordinate resolution with internal owners.
• Develop repeatable onboarding, communication, and renewal processes to scale partner management.

Skills

Portfolio management

Relationship building

Cross-team coordination

Proactive account health

Data-driven / CRM use

Job description

Position Title: Senior Account Manager

Reports to: Chief Revenue Officer

Location: NYC preferred; ability to travel to NYC 4-6 times/year, required

ABOUT BASTA

Basta helps first-generation students turn college degrees into strong careers by transforming how they enter and advance in the workforce. Basta's flagship platform, Seekr, is powered by millions of data points from more than 70,000 first-generation career journeys and combines precision matching, personalized guidance, and structured pathways to help students secure strong first jobs. With a presence on 300+ campuses, Basta helps institutions scale career support while connecting employers to high-performing talent that traditional hiring systems often overlook. Basta advances economic mobility for first-generation students nationwide.

THE OPPORTUNITY

Basta partners with colleges, universities, K–16 institutions, and nonprofits to help more first-generation students access the career support they need to launch strong careers. As those partnerships grow, we need a Senior Account Manager who can make it easy for busy institutional leaders to work with Basta — from implementation through ongoing engagement and renewal.

You are an experienced account and relationship manager who knows that strong partner management is both relational and operational. You build trust, communicate proactively, understand what matters to your customers, and keep expectations and next steps clear even when multiple teams are involved.

You’re also good at seeing around corners. You notice risks early, bring the right people together to solve problems, and make sure partners understand the value they are getting from Basta.

ABOUT THE ROLE

The Senior Account Manager sits within Basta’s Revenue team and owns the post-sale relationship for a portfolio of university, K–16, and nonprofit partners. This is not a program-delivery role. You’ll make sure the partnership works as a whole: partners know what to expect, internal teams understand commitments and priorities, issues move toward resolution, and risks and opportunities are surfaced early.

Here’s what your work will center on:

Own the institutional partner relationship

• Serve as the primary post-sale point of contact for an assigned portfolio, building strong relationships and understanding partner goals and evolving needs.
• Establish consistent account rhythms that keep partners informed, reinforce value, and surface concerns or opportunities early.
• Maintain clear success plans, key contacts, commitments, and account-health information.

Lead onboarding and ongoing account management

• Lead the partner-facing onboarding and implementation process, establishing clear timelines, responsibilities, milestones, and expectations.
• Coordinate across internal teams to ensure commitments made during the sales process translate into a smooth partner experience.
• Help partners confidently navigate Basta’s offerings through clear resources, guidance, and proactive support.

Manage account health and renewal readiness

• Monitor satisfaction, engagement, support needs, and other account-health signals to identify risks early.
• Coordinate resolution of partner questions and issues, bringing in the right internal owners and keeping partners informed.
• Partner with Growth & Partnerships on renewal readiness by providing a clear view of partner goals, value, risks, and potential expansion opportunities.

Strengthen how we manage partners at scale

• Develop and refine repeatable approaches for onboarding, communication, account planning, support, escalation, and renewal readiness.
• Use partner feedback and account trends to identify recurring friction and recommend improvements to Basta’s products, services, and partner experience.

WHAT YOU BRING

We care about what you can actually do, not just the years on your resume. This role requires someone who knows how to manage complex institutional relationships while keeping the details of the partnership moving — and we’ll be looking for evidence that you’ve done that before.

• You know how to manage a portfolio of institutional customers. You’ve owned ongoing relationships with organizational clients or partners and know how to make each feel well supported while managing multiple accounts at once.
• You make complex services easier to navigate. You have experience leading onboarding, implementation, training, or ongoing customer support and can turn lots of moving parts into clear expectations and next steps.
• You are proactive about account health. You don’t wait until renewal to find out whether a customer is unhappy. You pay attention to engagement, satisfaction, changing priorities, and other signals that help you surface risk and opportunity early.
• You are a strong relationship-builder and communicator. You build trust with senior institutional stakeholders, communicate clearly and consistently, and know how to navigate challenging conversations without losing the relationship.
• You coordinate well across teams. You can translate partner needs into clear internal action, bring the right people together when something needs attention, and keep ownership from falling through the cracks.
• You use systems and data to stay ahead of the work. You are comfortable using CRM tools, dashboards, account plans, and other systems to track commitments, monitor partner health, and identify patterns across a portfolio.

Experience level: roughly 5–7 years across account management, customer success, partner management, client services, implementation, or related work, ideally with universities, schools, nonprofits, or another environment with complex organizational customers. Lived experience of the students Basta serves is preferred.

WHAT SUCCESS LOOKS LIKE

In your first year, success means institutional partners experience Basta as easy to work with, responsive, and valuable — and Basta has clear visibility into the health of its partner portfolio.

• Partners are satisfied and confident working with Basta. 90%+ report high satisfaction with our responsiveness, communication, and overall partnership experience.
• New partners get off to a strong start. Onboarding happens on time, expectations are clear, and partners know how to navigate their relationship with Basta.
• Account health is visible and proactive. Partner goals, engagement, satisfaction, risks, and key relationships are consistently documented and reviewed, with issues surfaced early enough to address.
• Renewals are well supported. Growth & Partnerships enters renewal conversations with a clear picture of partner value, risks, and potential expansion opportunities.
• Partner management becomes more consistent and scalable. Recurring questions and friction lead to better resources, workflows, and practices rather than repeated one-off fixes.