Senior Manager, Account Management – AMER
Veriff
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Colorado, Florida, Idaho, Illinois, Massachusetts, New Jersey, New York, Oregon, Pennsylvania, Texas, Vermont, Virginia, Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $200,000 - $220,000 per year
Job Level
Senior
About the role
- Directing the team's strategy to develop deep, trusted, and long-term relationships with our strategic partner reseller customers;
- Accountable for Net Dollar Retention (NDR) and growth targets across the managed customer portfolio, driving strategic initiatives for product adoption and expansion;
- Establishing processes for the Account Management team to acquire and synthesize a thorough understanding of strategic customer needs and market requirements;
- Coaching and empowering the team to expand relationships and proactively propose high-value, cross-product solutions that align with customer objectives;
- Ensuring clear, strategic communication channels and operational processes are in place between the AM team, key customers, and internal stakeholders (e.g., Product, Engineering);
- Overseeing team execution to ensure the timely and successful delivery of Veriff services, establishing operational rigor and accountability for customer outcomes;
- Handling strategic escalations and guiding the team to implement durable solutions for recurring issues, maintaining a culture of proactive problem resolution and trust;
- Driving executive-level progress reporting on key account initiatives, performance, and strategy to internal leadership and executive customer counterparts.
Requirements
- 5+ years experience leading and managing an Account Management or Customer Success team within the SaaS industry
- Demonstrated ability to consistently lead a team to exceed team quotas/targets and maintain exceptional overall customer satisfaction metrics
- Extensive experience supporting and strategically managing a portfolio of global enterprise, strategic customers within the SaaS space
- Expertise in designing, implementing, and enforcing data-driven performance assessments for an AM team, using analytical tools to manage team productivity and forecast retention/expansion accurately
- Proven success in developing and operationalizing team strategies that drive product utilization, maximize Net Dollar Retention (NDR), and achieve portfolio-level growth goals
- Expertise in cross-functional leadership and collaboration, specifically partnering with Sales (AEs), Solutions, Customer Support, and Product/Engineering to ensure the voice of the customer informs the product roadmap and drives unified customer success motions
Benefits
- Full-remote job within our eligible locations in the USA (please see above)
- Extra recharge days per year on top of your annual vacation days
- Stock options that ensure you share in our success
- 401(k) matching
- Extensive, medical, dental, and vision insurance to ensure you're feeling great physically and mentally
- Learning and Development and Health & Sports budgets that you are free to tailor to your own needs
- Four weeks of fully paid sabbatical leave after reaching your 5th work anniversary
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data-driven performance assessmentsanalytical toolsportfolio managementproduct utilizationNet Dollar Retention (NDR)customer satisfaction metricsstrategic initiativescross-product solutionsteam productivity managementcustomer success strategies
Soft skills
leadershipcoachingstrategic communicationproblem resolutionrelationship buildingteam empowermentcollaborationtrustoperational rigorexecutive reporting