Senior Account Manager (Commercial)

Role Overview

Join Outreach as a Senior Account Manager (Commercial) on a full-remote basis. You’ll manage the full customer relationship for an assigned territory, driving value, adoption, retention, and renewals aligned with customer goals.

Key Responsibilities

• Retain current customers and identify opportunities to grow/expand usage across the Outreach platform.
• Drive value realization and adoption within the Commercial customer segment.
• Manage relationships including contract renewals.
• Identify expansion opportunities and run the sales cycle for expansions.
• Partner with both above-the-line and below-the-line stakeholders within existing customer accounts.

Success Metrics (KPIs)

• Customer retention and renewal targets
• Net Revenue Retention (NRR)
• Platform utilization and adoption

Requirements

• Financial acumen with strong ROI/metrics storytelling
• Ability to influence decisions across complex organizations without direct authority
• Strong communication (written/verbal) and tailored messaging
• Active listening and intellectual curiosity about customers’ businesses
• Executive presence and emotional intelligence for complex stakeholder dynamics
• Deep understanding of sales operations, revenue strategies, and common KPIs
• Proven value realization experience with a product/platform/service
• Curiosity about AI and emerging technologies and how they can enhance customer outcomes
• Knowledge of sales methodologies and how to apply them to platform usage
• 5+ years experience in sales lifecycle management, account management, or customer success (preferably SaaS)
• Negotiation skills across renewals and expansion cycles
• Strong business acumen to drive transformation with complex software
• Collaborative, proactive approach to moving accounts forward
• Problem-solving skills and ability to synthesize data to make sound decisions
• Bachelor’s degree (or equivalent experience)
• Effective project/time management and prioritization
• Ability to manage complex renewals and expansion cycles

Nice to Have

• Demonstrated ability to enhance customer workflows using AI or emerging technologies