• Own the number. Take full accountability for Net Revenue Retention across Packsize’s core customer base, actively managing customer and relationship health, renewals, and expansion opportunity identification. • Lead and develop a high-performing AM team. Coach, mentor, and performance manage a team of Account Managers. • Build scalable AM processes. Design and implement account coverage models, renewal forecasting frameworks, and customer health scoring. • Drive expansion and advocacy. Partner with Sales to identify and convert expansion opportunities. • Develop a scaled motion for the long tail. Establish an efficient, low-touch coverage model for downmarket and pre-ICP customers. • Champion the voice of the customer internally. Synthesize AM feedback, escalations, and product gaps into actionable input for R&D. • Partner cross-functionally. Serve as the primary CS&G stakeholder in Sales, Marketing, and R&D partnerships.