• Build & Lead the Account Management Function • Design and build Common Room’s Account Management strategy, structure, and operating model across all customer segments. • Hire, develop, and lead a high-performing team of Account Managers over time. • Establish best practices for account planning, renewals, expansion motions, forecasting, and executive engagement. • Define success metrics for retention, expansion, and customer health in partnership with RevOps and Customer Success. • Own Renewals Across the Install Base • Own renewals for Common Room customers across all segments, ensuring predictable retention and strong gross and net revenue performance. • Lead complex renewal cycles involving procurement, security, legal, and executive stakeholders where applicable. • Proactively surface renewal risk and align internal teams early to mitigate churn. • Elevate how Common Room articulates value and ROI to customer leadership. • Own Expansion & Product Adoption • Own expansion revenue across the Common Room install base, identifying growth opportunities across teams, use cases, and business units. • Lead the go-to-market strategy for introducing two new products within existing customers, in close partnership with Product, Sales, and Marketing. • Develop repeatable, segment-aware expansion plays that scale from SMB through enterprise. • Drive executive-level conversations around roadmap alignment, value realization, and long-term partnership. • Partner Cross-Functionally • Work collaboratively with leaders across Customer Success, Sales, Solutions, Product, Marketing, and RevOps to deliver cohesive customer outcomes. • Bring customer insights from across segments back to influence product roadmap, packaging, and GTM strategy. • Serve as a senior escalation point for complex customer situations, balancing advocacy and commercial outcomes. • Ensure a seamless customer experience across pre-sale, post-sale, renewal, and expansion motions.