Account Manager, Digital Cloud

Nexcess

Nexcess customer success manager owning retention, expansion, and technical issue coordination for cloud customers building websites. Managing account relationships, QBRs, upsell, and cross-sell opportunities.

Posted 8/6/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in account management and customer success, with a strong focus on relationship-building, strategic upselling, and effective communication. Capable of coordinating technical resources and maintaining organized account documentation to ensure seamless customer experiences.

Highest-signal resume keywords

Account ManagementCustomer SuccessRelationship BuildingUpsellingTechnical Fluency

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

Organizational SkillsCommunication SkillsProactive Engagement

Industry Keywords

Vertical SaaSSolutions ArchitectCustomer Relationship ManagementQBRsAccount NotesPod ContinuityCommercial OwnershipTriageKnowledge SharingExpansion Opportunities

About the role

Key responsibilities & impact

Serve as the single, named point of contact for an assigned set of accounts
Run proactive check-ins, QBRs, and roadmap conversations
Build account-level business understanding to identify risk and opportunities
Triage incoming issues and engage Solutions Architects and Tier 2/3 Support resources
Own customer communication, including status, timelines, and follow-up
Track recurring or systemic issues and feed them into product discussions
Own upsell, cross-sell, and annual-contract conversion within the assigned book
Articulate the product roadmap to customers and connect it to their objectives
Maintain account notes and context for seamless pod continuity
Participate in shared pod knowledge-sharing
Feed customer product issues and opportunities into product discussions
Partner with the Team Lead on strategic accounts while retaining day-to-day account ownership
Collaborate with Account Executives on new-logo acquisition
Assume ownership of customer relationships after the initial sale
Identify and manage expansion opportunities within the existing customer base
Engage Solutions Architects and Business Unit-aligned Tier 2 and Tier 3 Support teams as needed
Perform other duties as assigned

Requirements

What you’ll need

Experience owning a customer relationship end-to-end in account management, customer success, or a hybrid role
At least some strategic, non-transactional relationship-building experience
Comfortable carrying a commercial number without making conversations sales-first
Organized enough to keep account context documented and current
Confident coordinating technical resources without personally resolving technical issues
Prior experience blending support/success and commercial ownership preferred
Technical fluency sufficient to triage credibly before handoff preferred
Experience in a vertical SaaS or agency-adjacent business preferred

Benefits

Comp & perks

Remote work option
Reasonable accommodations for individuals with disabilities
Traditional climate-controlled office environment or work from home