[Remote] Manager, Account Management at Customer.io

The Manager, Account Management will oversee daily operations of the account management team, ensuring high customer engagement. They will coach and mentor account managers to enhance relationship building, account planning, and upselling/cross-selling skills. Responsibilities include supporting customer retention by identifying and addressing risks, attending customer calls for elevated care, and collaborating with cross-functional teams to resolve escalations and improve the customer journey. The role also involves strategizing with Customer Success leaders on retention and expansion, defining and tracking KPIs for performance evaluation, implementing strategic account plans, staying informed on industry trends, and exploring AI tools for efficiency improvements.