Account Manager

Role: Account Manager

FLSA: Full Time | Exempt | Salaried | Remote (US)

Reports to: Director of Account Management

Scope of Position: The Account Manager (AM) owns the retention and growth of an assigned portfolio of existing Trustwell customers. This role is accountable for renewal and volume upsell performance, developing cross-sell opportunities with Customer Account Executives (CAEs), and building relationships that support long-term customer value.

The AM proactively manages their book of business, balancing quotes, contracts, and inbound customer needs with planned outreach, renewal preparation, and growth conversations. They maintain regular contact throughout the customer lifecycle, coordinate internal resources to address risk, and keep Salesforce account information, pipeline, and forecasts current.

Success requires strong commercial judgment, consistent follow-through, and the ability to independently prioritize activity across a portfolio of accounts

Essential Duties & Responsibilities including but limited to:   

• Own retention and renewal execution across an assigned book of business, meeting the combined renewal and volume upsell quota and established retention and performance goals.
• Proactively plan and manage account activity, balancing customer requests and growth priorities with renewals due in the next 90 and 180 days. Understand renewal terms, notice deadlines, decision processes, and the actions needed to complete renewals on time.
• Maintain proactive monthly customer contact across the assigned portfolio, including auto-renewal accounts. Engage decision makers, champions, and day-to-day users to understand changing needs, reinforce value, identify risk, and uncover growth opportunities.
• Manage renewal preparation and execution, including customer engagement, quotes, contract coordination, negotiation, follow-up, and timely completion. Apply approved pricing and uplift expectations, protect customer value and revenue, and obtain required approvals for exceptions.
• Identify churn and contraction risks early, document the drivers and revenue at risk, and coordinate mitigation plans with clear owners and dates. Escalate promptly with the customer context, actions taken, and support or decisions needed.
• Own volume upsell opportunities from discovery through close. Identify and qualify cross-sell opportunities, engage the assigned CAE to lead the cross-sell sales process, and support the opportunity while maintaining ongoing ownership of the customer relationship.
• Build and maintain relationships with multiple customer stakeholders, reducing reliance on a single contact. Keep stakeholder roles, purchasing processes, customer priorities, and renewal decision criteria current in Salesforce.
• Maintain working knowledge of Trustwell solutions and conduct discovery conversations that connect customer needs with appropriate products. Help customers realize value and support adoption by engaging product or technical specialists when needed.
• Protect one hour on the calendar each workday for Salesforce updates and opportunity management. Keep contacts, customer activity, stages, close dates, forecast categories, risks, and dated next steps accurate. Advance or close opportunities promptly as outcomes are confirmed; no open opportunity should go more than seven days without an updated next step.
• For auto-renewals, record the date the opportunity should close won and the next required action. Document renewal losses accurately, including Loss Reason and Loss Reason Detail, in accordance with company requirements.
• Coordinate with Support, Product, Finance, and other internal teams to address customer needs, maintaining ownership of customer communication and follow-through.
• Submit a weekly commit on Monday, communicate material forecast changes promptly, and report results against that commit at the Friday wrap. Come prepared to account reviews and weekly one-on-ones with current performance, customer risks, growth opportunities, and specific actions or support needed.
• Build customer trust through responsiveness, sound judgment, clear expectations, and consistent follow-through while balancing customer outcomes, commercial commitments, and company priorities. Identify customer advocates and referral opportunities.
• Perform other duties as assigned.

Required Skills/Abilities 

• Ability to independently manage a portfolio of accounts, prioritize competing renewal and growth needs, and execute a consistent outreach plan.
• Strong commercial judgment, including the ability to identify account risk, determine next steps, and escalate issues with clear context and recommended actions.
• Effective discovery, negotiation, relationship-building, and customer communication skills.
• Ability to build relationships with multiple stakeholders and understand customer purchasing and decision-making processes.
• Strong CRM discipline and ability to use account and pipeline data to prioritize work, maintain actionable next steps, and produce reliable forecasts. Salesforce experience is preferred.
• Comfort using sales engagement, prospecting, and customer collaboration tools; experience with Salesloft, LinkedIn Sales Navigator, and Jira is preferred.
• Ability to collaborate effectively with CAEs and cross-functional partners while maintaining clear accountability for assigned responsibilities.
• Strong organization, attention to detail, and follow-through, with the ability to adapt to changing customer needs and priorities.
• Ability to work productively and independently in a remote environment.

What Success Looks Like

• Achieving the combined renewal and volume upsell quota and established retention goals while contributing qualified cross-sell opportunities.
• Maintaining monthly customer engagement across the portfolio, relationships with multiple stakeholders, and consistent performance against established call, meeting, and activity expectations.
• Preparing renewals early, completing them on time, and escalating churn or contraction risks with actionable mitigation plans.
• Building and advancing a qualified volume upsell pipeline and partnering effectively with CAEs on cross-sell opportunities.
• Maintaining Salesforce as the source of truth, with current opportunities, dated next steps, evidence-based forecasts, and accountability for weekly commitments.
• Independently managing priorities, following through on commitments, and applying coaching and agreed actions to improve performance.

Education/Experience

• Bachelor’s degree in business, management, or a related field, or equivalent relevant professional experience.
• Three or more years of experience in account management, renewals, or customer expansion in a SaaS or recurring-revenue business, with responsibility for a portfolio of existing customers and measurable retention or revenue goals.
• Demonstrated success managing renewals, negotiating pricing, closing account expansion opportunities, and achieving measurable commercial goals.
• Experience serving food, beverage, supplement, or nutrition compliance customers is preferred.

Total Rewards Package:  

• Full healthcare benefits, including medical, dental, and vision. 
• Supplemental benefits, including STD, LTD, HSA, 401k, etc.
• Responsible Time Off (PTO) + Holiday Pay
• Competitive Compensation + Bonus! 
• Excellent culture, growth opportunities, plus much more...  

What to expect - the Hiring Process!  

• Interview with Human Resources
• Interview with Hiring Manager
• Peer Panel Interview
• Offer of Employment (Background Screening/References) 

The compensation for this role is based on several factors, including the candidate's experience, education, skills, and alignment with the responsibilities outlined for the role. The anticipated salary range for this role is $70,000 - $75,000 with most candidates hired in the mid-range.  This role is quota-bearing, and comes with an on-target earning up to $125,000 The OTE is based on 100% attainment of your sales quota and is uncapped. This position is also eligible to participate in the company's equity program.

To learn more about the culture & employee experience at Trustwell, check out our LinkedIn or GlassDoor! 

Trustwell is an equal employment opportunity employer committed to hiring and retaining a diverse workforce. Applicants receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, religion, or other legally protected class. If you need accommodation for any part of the employment process due to a medical condition, or any disability, please contact a member of our human resources team. 

Acceptable Background and References Required; Upon any conditional offers made by Trustwell. Equal Opportunity Employer/ DFWP/ Affirmative Action