Account Manager

Quid•San Diego, CA

4d•$80,000 - $150,000•Remote

About The Position

As an Account Manager at Quid, you will own the success, retention, and growth of a portfolio of customers. You will manage the full post-sale customer lifecycle—from onboarding and adoption through renewal, contract execution, and expansion—while serving as the customer’s primary relationship owner and internal advocate. This role blends strategic account management, customer success, and program management. You will help customers achieve measurable value from Quid, monitor product adoption and account health, coordinate complex customer initiatives, and manage renewals from early planning through signature. The role calls for a proactive, strategic, execution-oriented account manager with the technical aptitude to understand customer workflows, identify barriers to adoption, and coordinate the right resources to solve them.

Requirements

Five to seven years of experience in account management, customer success, client services, or another customer-facing commercial role, preferably within a SaaS or technology company.
Demonstrated exceptional performance, with consistent renewal, retention, and growth results placing the candidate among the top 5–10% of performers in current and previous roles.
Proven success retaining and growing a book of business while helping customers achieve measurable outcomes.
Experience owning renewals and managing commercial and contractual processes through negotiation and signature.
Strong program-management skills, including coordinating stakeholders, managing competing priorities, and driving initiatives through completion.
Strong technical aptitude and ability to understand product configuration, usage data, workflows, and integrations.
Ability to interpret customer-health and adoption signals and translate them into clear actions.
Strong commercial, negotiation, forecasting, communication, and presentation skills.
Ability to build credibility with users, technical stakeholders, procurement teams, and senior executives.
Exceptional organization, accountability, and follow-through.
Bachelor’s degree.

Responsibilities

Develop a deep understanding of each customer’s priorities, use cases, desired outcomes, and measures of success.
Create and manage customer success and adoption plans with clear goals, milestones, owners, risks, and next steps.
Monitor product usage, engagement, support trends, and stakeholder participation to identify risks and opportunities early.
Recommend training, configuration, workflows, or additional capabilities that improve adoption and customer value.
Conduct strategic business reviews connecting Quid usage and outcomes to customers’ broader priorities.
Build relationships across users, champions, program owners, technical stakeholders, procurement teams, and executive sponsors.
Coordinate customer initiatives involving multiple stakeholders and internal teams, establishing objectives, responsibilities, timelines, dependencies, and follow-up actions.
Maintain momentum between meetings and hold internal and external stakeholders accountable for commitments.
Represent the voice of the customer and share actionable feedback with Product, Engineering, Support, Education, and leadership.
Develop working knowledge of Quid’s platform, product configuration, data sources, workflows, integrations, usage reporting, and AI capabilities.
Determine whether customer challenges stem from product limitations, configuration, adoption, enablement, or business processes.
Translate technical concepts into practical guidance for business stakeholders and partner with internal and customer technical teams to resolve challenges.
Own renewal strategy and execution for an assigned book of business, including retention, upsell, and cross-sell goals.
Plan renewals early by confirming stakeholders, timelines, budgets, decision criteria, procurement requirements, and potential risks.
Manage renewals through pricing, proposal development, contract preparation, procurement, legal, security and AI reviews, negotiation, signature, and internal handoff.
Maintain accurate renewal and expansion forecasts, documenting risks, expected outcomes, last steps, next steps, and required support.
Identify expansion opportunities based on customer outcomes, emerging needs, additional use cases, and opportunities across departments or business units.
Develop account plans covering customer goals, stakeholders, adoption, risks, renewal strategy, and growth opportunities.
Multi-thread customer relationships to reduce reliance on a single contact and strengthen the partnership.
Lead commercial conversations and negotiations with appropriate internal stakeholders.
Maintain accurate customer, opportunity, contract, and activity information in Quid’s systems of record.