Strategic SaaS Account Manager: Growth & Renewals

Cacheflow; Austin (TX); Hybrid; USD 150,065 - 225,097; Full time

Job summary

Commerce is seeking an experienced Account Manager to develop and manage strategic relationships with key clients across BigCommerce and related platforms. You will own existing accounts, drive renewal and expansion, and coordinate with sales, product, and support to deliver value.

The role focuses on B2B SaaS, requires a data-driven mindset, and involves leading business reviews, tracking ROI, and maintaining CRM records for proactive account management.

Qualifications

• 5+ years managing complex B2B and/or B2C SaaS accounts, with a proven retention and expansion track record.
• Experience acting as quarterback of a customer account, coordinating with internal teams and external partners.
• Strong knowledge of SaaS metrics, customer lifecycle management, and ROI communication.

Responsibilities

• Create and execute a plan to identify, qualify, and build a pipeline of upsell and cross-sell opportunities within existing accounts for the suite of products.
• Develop territory plans to exceed cross-sell and upsell quotas and prioritize high-value opportunities.
• Create and maintain detailed account plans outlining goals, milestones, and growth opportunities.
• Develop customized proposals, contracts, and presentations aligned with customer objectives.
• Serve as the main contact for customer inquiries, requirements, and escalation handling.
• Collaborate with sales, product, support and external agency partners to deliver seamless support.
• Handle inquiries and issues with timely resolution to maintain high customer satisfaction.
• Lead regular business reviews with key accounts to discuss usage, performance, and ROI, and identify growth opportunities.
• Track key account metrics, identify at-risk accounts, and provide status updates to stakeholders.
• Maintain up-to-date records of interactions, proposals, and account details in CRM.

Skills

Account Management

SaaS

Renewals

CRM

Data-driven

Salesforce

Gainsight

Tools

Salesforce

Gainsight

Job description

Commerce is seeking an experienced Account Manager to develop and manage strategic relationships with key clients across BigCommerce and related platforms. You will own existing accounts, drive renewal and expansion, and coordinate with sales, product, and support to deliver value.

The role focuses on B2B SaaS, requires a data-driven mindset, and involves leading business reviews, tracking ROI, and maintaining CRM records for proactive account management.