Account Manager, Retention

Carey International•Frederick, MD

15h•$65,000 - $75,000•Hybrid

About The Position

The Account Manager, Retention owns the ongoing client relationship inside a defined portfolio of active corporate accounts. This role sits inside a pod operating model alongside the Regional Sales Manager (RSM) and shared Sales Development Representative (SDR) support. The core responsibility is protecting revenue, keeping every booker active, and ensuring no account goes quiet on their watch. This is a proactive role, not a reactive one. The best retention AMs at Carey monitor account health before clients raise concerns, build relationships at every level of the client organization, and identify expansion opportunities without being asked. Relationship management alone is not enough. Commercial awareness and data discipline are what separate an AM who retains accounts from one who loses them quietly. Carey is rebuilding its commercial engine after a deliberate restructure of the sales and account management function. The pod model, the CRM discipline, and the account playbook are being put back in place. The right candidate helps build what they operate in rather than waiting for a finished system to be handed to them. The AM owns the booker and arranger relationship inside every assigned account. Carey’s revenue decline was driven by individual bookers going quiet, not by mass account churn. Rebuilding direct, recurring contact with those individuals is the single most important thing this role does.

Requirements

Four or more years in account management, client services, or customer success with direct ownership of retention and revenue metrics, not just relationship support.
Can describe in specific terms an account they inherited or received as a handoff, how they built the relationship, and what the retention outcome was.
Direct working familiarity with Travel Management Companies (TMCs) and how TMC arrangers influence booking decisions is required.
Comfortable using HubSpot, CES, Groundspan, or comparable CRM and account management platforms as a daily working discipline.
Bachelor’s degree or equivalent professional experience required.
HubSpot (account logging, activation tracking, milestone management, portfolio reporting), CES (Carey’s core reservation system), Groundspan (Carey’s booking platform), AI-assisted workflows: uses Claude, HubSpot AI features, and approved Carey AI tooling to identify early churn signals and activation gaps on reactivated accounts and to act on them before they escalate or expire.
Conducts structured quarterly business reviews with preparation and confidence. Walks into every client meeting knowing the numbers and leaves with clear next steps on both sides.
Builds relationships at multiple levels within a client organization. Can give a specific example of what they did when their primary contact left and how they protected the account.
Catches problems in account data before the client calls. Can give a specific example of identifying churn risk early and what they did about it.
Resolves service issues completely, not just acknowledges them. Follows through until the fix holds and the client confirms they are satisfied.
Knows when to bring the RSM back in. Can describe a specific situation where they recognized a commercial conversation was beyond account management and escalated appropriately.
Gives an honest picture of account health to the Head of Account Management. Surfaces at-risk accounts early rather than managing them quietly.
Brings genuine warmth to every client interaction. Clients who feel cared for book more, stay longer, and refer others. The right candidate makes people feel heard and valued, not just managed.
Solves problems with common sense and does not escalate what can be resolved. Assesses the situation, identifies the practical fix, and acts without waiting to be told how. Accounts do not have patience for process when something has gone wrong.
Stays inquisitive and resourceful when answers are not obvious. Asks the right questions, finds the right people internally, and figures out what the client needs even when the path is not clear.
Leaves every client interaction with the client feeling better than when it started. This is not about being agreeable. It is about being competent, responsive, and genuinely invested in the client’s success.
Operates with a sense of urgency that matches what clients expect from a premium service provider. Returns calls and emails the same day, finds answers before being asked twice, and does not let open items sit.

Nice To Haves

A background in corporate travel, ground transportation, hospitality, or a service-intensive B2B environment is strongly preferred.

Responsibilities

Own Net Revenue Retention (NRR) and booker retention across the assigned portfolio.
Monitor account revenue and booker-level booking frequency weekly and raise any erosion risk to the Head of Account Management before it becomes a pattern.
Conduct structured quarterly business reviews with each assigned account covering revenue performance, service satisfaction, booking trends, and forward-looking opportunities.
Identify expansion opportunities within existing accounts, including additional services, higher booking frequency, new departments, and event coverage, and bring those conversations to the client directly.
Recognize when a commercial conversation has moved beyond relationship management and bring the RSM back in rather than trying to run a sales process alone.
Build relationships at multiple levels within each client organization, including the travel manager, the executive assistant and booker population, the TMC arranger team where applicable, and the procurement contact.
Maintain a weekly touch cadence with the top booker in each account.
Work with the TMC arranger team serving each account to ensure Carey is surfaced and preferred inside their booking workflow.
Surface expansion signals and at-risk accounts to the RSM proactively.
Resolve service issues completely and within two business days.
Coordinate with Operations and Service Providers, confirm the fix, and close the loop with the client in writing.
Follow through on every service problem to confirm the root cause has been addressed.
Work with clients to define their reporting and data needs and ensure those deliverables are accurate and on time, every time.
Monitor billing accuracy for assigned accounts and resolve discrepancies with the Carey Billing team without waiting for the client to raise it first.
Review account-level data weekly in HubSpot, CES, and Groundspan to understand booking trends, service history, and engagement patterns across the portfolio, with particular attention to booker-level activity.
Use AI-assisted workflows inside HubSpot and Carey’s reporting stack to identify early signs of churn, including declining booking frequency, unresolved service issues, and reduced engagement, before the client voices a concern.
Prepare monthly account summaries covering revenue activity, service issues, booking trends, and health indicators for review with the Head of Account Management.
Log every client interaction in HubSpot within 24 hours, including calls, emails, meetings, service issues, and account outcomes, without exception.
Keep account health data current so the RSM and Head of Account Management always have an accurate picture of the portfolio without having to ask for it.
Give an honest picture of account health to the Head of Account Management. Surface at-risk accounts early rather than managing them quietly and hoping they stabilize.