Account Manager

Clearwave Corporation•Atlanta, GA

About The Position

The Account Manager (AM) is a new commercial role at Clearwave, created to put dedicated revenue ownership on the customer base. As Clearwave scales, this role exists to ensure that renewals, contract expansion, pricing discussions, and executive relationships have a focused commercial owner — distinct from the product and operational focus of our Customer Success Managers. The AM owns the business outcomes of a defined portfolio of accounts. You are the primary commercial point of contact for renewals, upsells, and executive engagement. You partner closely with Customer Success Managers (CSMs), who own day-to-day product adoption, health monitoring, and operational support — but you own the revenue. This is a high-impact, relationship-driven commercial role. It requires the ability to navigate executive conversations, lead negotiations, and drive deals to close — while maintaining the trust of customers who have been with Clearwave for years.

Requirements

3–7 years in Account Management, Customer Success with commercial ownership, or a revenue-carrying customer-facing role
Demonstrated track record of owning renewals and hitting GRR or Net Revenue Retention targets
Experience managing complex contract negotiations with mid-market or enterprise customers
Comfortable engaging at VP and C-suite levels; able to drive business conversations grounded in customer outcomes
Strong commercial instincts: can identify opportunity, build a business case, and close
Ability to travel up to 25%

Nice To Haves

Background in SaaS, Health IT, or revenue cycle / practice management technology
Familiarity with GRR and NRR as commercial operating metrics
Experience with CRM platforms (Salesforce preferred) for pipeline and renewal management
Prior experience leading or participating in Executive Business Reviews
Commercial mindset — you think in customer value, risk, and revenue impact
Relationship depth — you build genuine trust at the executive level, not just rapport
Clear lane discipline — you know what belongs to you and what belongs to the CSM, and you operate accordingly
Organized and proactive — you manage a book of business without letting renewals or relationships slip
Collaborative — you bring the right people in at the right moment
Resilient — you can navigate difficult renewal and churn conversations without flinching

Responsibilities

Own the full renewal lifecycle for a defined portfolio — from 90-day-out planning through contract signature
Initiate, lead, and close all renewal conversations
Lead all pricing negotiations, contract term discussions, and multi-year deal structures
Manage discounting decisions and non-standard commercial terms in partnership with Finance and Legal
Process and document churn and downsell outcomes; own churn review meetings with CSM counterparts to drive lessons learned
Maintain accurate renewal forecasting in CRM with clear risk flags and confidence levels
Execute upsell and cross-sell motion end-to-end: qualify, build business case, propose, and close
Act on upsell signals flagged by CSMs in CRM
Own ECI assessments and determinations as a pricing-related commercial activity
Identify and pursue expansion opportunities across Platinum, Voice AI, multi-product, and multi-year structures
Collaborate with Sales leadership on whitespace analysis and expansion prioritization across the portfolio
Own C-suite and economic buyer relationships entirely
Lead executive introductions when a new executive joins a customer organization
Own EBR scheduling, the executive overview and strategic context section, meeting facilitation (open and close), and all commercial follow-up actions
Coordinate EBR dry runs with internal teams
Lead the commercial save conversation the moment churn risk is real
Own customer escalations to C-suite or CEO level
Lead Platinum and Voice AI rollout steering and escalation with the customer
Accountable for securing testimonials, case studies, and joint presentations
Identify customers suited for advisory boards, reference calls, and co-marketing opportunities in partnership with Marketing
Own the new customer handoff from Sales to CS
Lead onsite visits when the agenda is strategic or commercia
Provide structured feedback from the field to Product, Marketing, and Executive leadership
Partner daily with CSMs: share account intelligence, align on health, and coordinate on EBR prep and churn risk response
Engage Product on roadmap input and feature requests that have strategic commercial implications
Work with Finance and Legal on commercial approvals, pricing exceptions, and non-standard terms
Provide the VP of Account Management and leadership with regular portfolio updates, risk flags, and renewal forecasts