Account Manager (Retention Focus)

Mimeo US•New York, NY

About The Position

The Account Manager is a crucial member of the Customer Success team, responsible for ensuring the long-term stability and satisfaction of a high-volume portfolio of Mimeo’s core customers. The primary goal of this role is to drive Net Revenue Retention by focusing on adoption, expansion, proactive risk mitigation, and continued outreach to maintain the current business. This role acts as the customer's trusted operational partner, ensuring they maximize value from their current investment and establishing a foundation of loyalty that leads to consistent recurring revenue.

Requirements

Minimum of 3+ years of experience in Customer Success, Account Management, or a retention-focused role, preferably managing a high-volume portfolio (50-100+ accounts).
Proven expertise in managing relationships and mitigating churn risk.
Exceptional organizational skills and ability to manage multiple priorities and deadlines simultaneously.
Proficiency in utilizing a CRM (Salesforce) for data-driven account management.
Strong communication, diplomacy, and conflict resolution skills to maintain customer satisfaction during challenging periods.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Sustained Account Retention - 70%
Serve as the primary point of contact for a territory of core accounts, building and nurturing deep operational relationships.
Proactively monitor purchasing patterns, usage frequency, and customer health data to identify and address any risks to continued purchasing volume.
Ensure high customer satisfaction and address service issues efficiently by coordinating internal resources (Service, Operations, Solutions, Quality, Finance, etc.).
Develop and execute formalized Success Plans focused on driving continued and expanded adoption of Mimeo's core services within existing customer teams.
Conduct regular business reviews focused on demonstrating consistent service reliability and addressing any operational challenges.
Manage all customer communication related to contract compliance and high-level service delivery expectations.
Incremental Growth & Account Penetration - 20%
Identify and qualify incremental opportunities for expansion within existing departments or to penetrate into new teams and departments that are not currently utilizing Mimeo’s services.
Focus on cross-selling complementary Mimeo services and products to current users.
Clearly document new product/service needs and customer feedback to pass high-value, strategic expansion leads to the Sales team.
Maintain a basic pipeline of qualified internal departmental leads and track all light penetration and expansion efforts in the CRM.
Operational Excellence & Advocacy - 10%
Maintain records of customer interactions and health status within the CRM.
Act as the internal Voice of the Customer for the retention segment, aggregating and communicating feedback to Product and Operations teams to drive improvements.
Drive customer advocacy by identifying satisfied clients for reference calls, testimonials, and case studies.