• Own net revenue retention (NRR) targets across the AM book of business, including renewals, upsells, and cross-sells • Build and manage the renewal pipeline with accurate forecasting, risk flagging, and proactive engagement - no surprises at contract end • Identify and drive expansion opportunities by connecting customer needs to product capabilities, new modules, and higher-tier plans • Partner cross-functionally to scope expansion deals and ensure smooth handoffs • Develop pricing and packaging recommendations for renewals and expansions in partnership with the CRO • Manage, coach, and develop a team of 6 Account Manager with clear expectations, regular 1:1s, and structured feedback • Set individual and team targets for retention, expansion, customer health, and activity metrics • Build a performance culture: run pipeline reviews, deal coaching, and quarterly business reviews with the team • Identify skill gaps and create development plans - especially around strategic account planning, multi-threading, and executive engagement • Hire and onboard new AMs as the team scales, maintaining a high bar for customer empathy and commercial instinct • Design and implement the AM playbook: account planning cadence, health scoring, QBR frameworks, renewal timelines, and escalation paths • Create segmentation and tiering for the book of business - ensure high-value accounts get strategic attention and long-tail accounts are managed efficiently • Build repeatable expansion plays tied to customer lifecycle milestones (go-live, first year, contract anniversary) • Establish clear handoff protocols between AM, Customer Success/Platform Enablement, and Support so customers experience continuity, not silos • Implement and maintain accurate data in CRM - clean pipeline, account health tracking, and reliable reporting for the CRO and board • Serve as the escalation point for at-risk accounts and own the save/recovery process • Bring structured customer feedback to Product and Engineering — not just anecdotes, but patterns that influence roadmap prioritization • Partner with Marketing on customer advocacy: case studies, references, and community engagement • Represent the AM perspective in cross-functional planning (product launches, pricing changes, go-to-market motions)