Growth Account Manager

Employment Type: Full-time

Position Overview

At Appcues, our Customer Experience (CX) teams, including Account Executives, Solutions Engineers, Account Managers, Customer Success, and Customer Support, collaborate to ensure our customers successfully adopt Appcues and create exceptional user experiences. The CX teams at Appcues are instrumental in helping customers solve real, technical challenges while simultaneously generating revenue streams that fuel the company's and our customers' product adoption.

As a Growth Account Manager, you will play a pivotal role in driving growth within our largest and most high-potential accounts. Your responsibilities will include fostering relationships with key stakeholders, identifying new opportunities, and executing strategic outbound efforts to expand our presence within these accounts. You will work closely with Customer Success Managers to develop account plans, pursue referral opportunities, and pinpoint areas for expansion through thorough account research, stakeholder mapping, and targeted outbound outreach. Your daily activities will encompass a mix of outbound prospecting, relationship management, renewal contracting, and cross-functional collaboration to accelerate growth within your assigned portfolio.

The ideal candidate possesses a background in SaaS Account Management, a strong hunter mentality, and is comfortable leveraging new technology to drive contract growth with decision-makers and influencers across product, marketing, engineering, and customer success teams.

Responsibilities

• Lead and execute a strategy to expand your portfolio of high-potential accounts.
• Partner closely with Customer Success Managers and Marketing counterparts to utilize account intelligence for developing and executing strategic account retention and growth strategies.
• Meet or exceed quarterly expansion pipeline and revenue targets.
• Map key growth potential accounts to comprehensively understand their priorities, business units, stakeholders, and buying centers.
• Identify and engage non-converted buyer centers to maximize account expansion through referrals and outbound prospecting.
• Build strong, consultative relationships with senior decision-makers to uncover new opportunities.
• Lead renewal conversations with a focus on maximizing value and driving upsells.
• Utilize data and insights from product usage and customer conversations to prioritize and time outreach effectively.
• Act as the commercial guide for the account, responsible for setting the vision and strategy for growth and coordinating internal resources for execution.
• Conduct sales qualification calls, platform demos, and contract negotiations for new teams or divisions within assigned accounts to expand total customer contract value.
• Actively participate in weekly pipeline reviews.
• Advocate for customer needs regarding training and services when required.
• Proactively advocate for the overall health of the relationship with Appcues, addressing issues and concerns proactively.
• Engage with Appcues Support, Success, and Billing teams to ensure customer questions are addressed in a timely manner.
• Maintain accurate pipeline and forecast data in CRM systems.
• Serve as a trusted advisor and advocate for customers, connecting their goals to our solutions.
• Contribute to the development of best practices for strategic account growth.

Qualifications

• 4+ years of experience in B2B SaaS Account Management, ideally within a company valued at $30M+.
• Proven track record of growing large, complex accounts and exceeding revenue goals.
• Comfortable with outbound prospecting and building pipeline from within existing customer accounts.
• Experience navigating complex organizations with multiple stakeholders and buying centers.
• Strong executive presence – ability to earn trust and drive urgency with VP- and C-level decision-makers.
• Ability to lead with value and educate customers on best practices, industry trends, and strategic opportunities.
• Excellent communication, presentation, and negotiation skills with senior stakeholders.
• Strategic thinker capable of developing tailored growth plans based on customer goals and business context.
• Experience working with decision-makers and influencers within product, marketing, engineering, and customer success teams.