Sr Account Manager, AMER

Customer.io; United States; Remote; USD 144,000 - 229,000; Full time

Job summary

Customer.io is seeking a Senior Account Manager for our AMER team. You’ll own a portfolio of mid‑market and enterprise accounts, driving renewals and expansion while mitigating churn.

You’ll help customers adopt Customer.io strategically, articulating ROI and building trust across multiple stakeholders. You will forecast renewals and expansions with a repeatable approach, cultivating relationships from operators to VPs and collaborating closely with Customer Success and Sales on deals.

Qualifications

• 5+ years in Sr Account Management or related SaaS role.
• Experience managing $5M ARR portfolio.
• Proven ability to grow spend through adoption and value articulation.
• A forecasting methodology you can explain clearly.
• Based in AMER or eligible to work in AMER region.

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.
• Build multi-threaded relationships from day-to-day operators to Directors and VPs, becoming a trusted commercial advisor.
• Partner closely with Customer Success on account health and with Sales on expansion deals.
• Engage Legal and Finance on complex renewals and collaborate cross‑functionally to move deals forward.

Skills

Commercial ownership

Forecasting discipline

Data-driven decisions

Relationship building

Expansion selling

Stakeholder management

Clear communicator

Job description

About Customer.io

Over 8,000 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 Matt Lane, Manager of Account Management at Customer.io, and I'm looking for a Senior Account Manager to join our AMER 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 UK or Ireland only.

What we value

• Commercial ownership — you treat your book of business like it's yours, because it is


• 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


• Build multi-threaded relationships from day-to-day operators to Directors and VPs, becoming a trusted commercial advisor


• Partner closely with Customer Success on account health and with Sales on expansion deals


• Engage Legal and Finance on complex renewals and collaborate cross‑functionally to move deals forward

What we’re looking for

• 5+ years in a Sr Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number


• 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 AMER

Compensation Benefits

We believe in transparency. Starting salary for this role is $144,400k - $228,500 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, includ