Itential

Customer Success Manager

• Serve as the primary strategic partner and trusted advisor to customers throughout the full lifecycle, from onboarding and adoption through expansion and renewal, with stage-appropriate engagement at each phase
• Proactively establish, build, and maintain strong relationships with executive and operational stakeholders across each account, systematically capturing business objectives and ensuring customers achieve measurable value at every lifecycle stage
• Collaborate with Sales counterparts on account planning to align on customer objectives, identify expansion opportunities, and build a shared strategy for renewal and growth
• Proactively escalate and drive resolution of technical and relationship risks by coordinating across Product Support, Professional Services, Engineering, and Product Management, serving as the customer’s internal advocate
• Maintain accurate, up-to-date account data in Salesforce and JIRA, including health indicators, risk flags, open opportunities, and engagement history, to ensure full visibility across internal stakeholders
• Proactively drive customer enablement through structured onboarding activities and ongoing product adoption sessions, ensuring customers are advancing their maturity on the platform at each lifecycle stage
• Serve as the primary point of coordination between customers and internal teams, proactively communicating status, managing expectations, and ensuring follow-through on commitments
• Monitor accounts for changes in product usage, objectives, personnel, financial conditions, or competitor involvement that may affect the customer’s ongoing use or satisfaction with Itential’s products or services
• Introduce customers to new platform capabilities, features, and applications, drawing on cross-customer insights and product knowledge to surface what other organizations are building with Itential and how those patterns could apply to their environment
• Proactively deliver product roadmap updates, release highlights, and new feature guidance to customers, framing capabilities in the context of their specific automation goals to drive continued platform adoption
• Identify and qualify expansion opportunities, including new use cases, additional products, or broader platform adoption, and partner with Sales to progress them to commercial outcomes
• Lead Executive Business Reviews (EBRs) independently, including preparation, facilitation, and follow-through on documented outcomes
• Proactively manage at-risk accounts by identifying churn signals early, documenting root cause in Salesforce, and partnering with CS leadership on resolution strategies when needed

Account Executive

• The Enterprise Account Executive is responsible for exceeding software revenue quota through net-new logo acquisition and expanding existing accounts.
• You will be expected to engage directly with targeted accounts in your region and will partner with the Business Development team as part of converting intent-based opportunities.
• Prepare and execute sales meetings with your Sales Engineering team, and execute on daily tasks in a highly-effective manner.
• Manage the full sales cycle – from first contact through close – leveraging a consultative, insight-led approach that helps buyers quantify the cost of manual operations and the ROI of agentic automation.
• Define and execute sales plans for an assigned geographic territory to exceed software sales goals through prospecting, qualifying, managing, and closing sales opportunities.
• Coordinate resources throughout the sales cycle, including sales engineering, client-partner executives, architects, sales leaders, and customer success to effectively execute Itential's sales process.
• Build and maintain executive-level relationships (CIO, VP Network Engineering, VP Infrastructure) that position Itential as a strategic platform partner, not a point solution vendor.
• Lead Quarterly Business Reviews (QBRs) that connect Itential's agentic automation roadmap to the customer's evolving infrastructure strategy.
• Perform regular customer, market, product, and competitive analyses to effectively meet account objectives and strategies.
• Negotiate and present account proposals and contracts, gaining internal alignment and approvals across cross-functional partners (finance, legal, RevOps, etc.).
• Help drive account scorecard improvements, identify adoption and expansion opportunities, and secure software renewals.
• Manage and track customer accounts, opportunities, and renewal information in Salesforce.
• Utilize the full tech stack at a proficient level: Gong, Outreach, Amazon Quicksight, LinkedIn Sales Navigator, ZoomInfo, and 6sense.
• Use AI-assisted sales tools — conversation intelligence, deal scoring, and generative AI for outreach personalization — to increase efficiency and improve buyer engagement quality.
• Participate in team building and company-growth activities, including strategy setting, sales training, marketing efforts, and customer success engagements.