Account Manager

*** This opportunity is located in either Boston or New York City*, and no other locations will be considered. ***

Catchpoint is seeking a highly motivated and customer-centric individual with a passion for cultivating relationships and driving growth. The Account Manager is responsible for managing the success of a portfolio of existing Catchpoint customers, with a sharp focus on revenue retention and expansion. In this role, you'll be responsible for nurturing relationships, securing renewals, and driving expansion opportunities within our Commercial and Emerging accounts.

This is an excellent opportunity for someone looking to grow their career in Account Management and Customer Success by unlocking value and growth across our Emerging account-base.

What will success look like in this position?

You will develop a strong understanding of Catchpoint’s value proposition and differentiation, and partner with customers to ensure value and ROI are being achieved. You will build expertise and domain knowledge in software development, internet technologies, IT operations, and how these functions drive business outcomes.

You will leverage your expertise to serve as a trusted advisor to your portfolio of customers, guiding them to maximize their investment and achieve their business goals.

Our Tools Stack: SFDC, Gong, Sales Navigator, Copilot/ChatGPT/Gemini, Pendo, O365, Zendesk , Looker

• Proactively engage with accounts: Implement strategies to re-engage less active accounts, understanding their challenges and demonstrating how our platform can help them achieve their goals.
• Drive renewals: Proactively manage the renewal process, identifying potential risks, demonstrating value, and securing timely contract renewals.
• Identify and pursue growth opportunities: Discover upsell and cross-sell opportunities within existing accounts by understanding customer needs and aligning them with our product offerings.
• Nurture customer relationships: Build strong, trust-based relationships with key stakeholders, ensuring they feel supported and valued.
• Monitor account health: Track key metrics and usage patterns to identify growth opportunities and risk signals; and intervene with appropriate action plans.
• Collaborate internally: Work closely with our Value Engineering, Product, Marketing and Support teams to address customer needs, resolve issues, and ensure a seamless customer experience.
• Educate customers: Inform customers about new features, product updates, and best practices to maximize their utilization and value from our platform.
• Maintain accurate records: Document all customer interactions, account status, and opportunities within our CRM system.

• 3-5 years of experience in account management, customer success, or a similar client-facing role, preferably within a SaaS company.
• Proven track record of managing renewals and identifying growth opportunities.
• Proactive and self-motivated: You're a go-getter who takes initiative and thrives in an autonomous environment.
• Demonstrates accountability and ownership of your portfolio of accounts.
• Excellent communication and interpersonal skills: You're comfortable building rapport, presenting information clearly, and handling challenging conversations with professionalism.
• Strong organizational skills and attention to detail: You can manage multiple accounts and priorities effectively.
• Problem-solving abilities: You can quickly understand customer challenges and work towards effective solutions.
• Understanding of SaaS business models and recurring revenue is a plus.
• Experience with observability platforms or monitoring tools is a plus, but not required.