Account Manager

Trustwell

4d•$70,000 - $75,000•Remote

About The Position

The Account Manager owns the retention and growth of an assigned portfolio of existing Trustwell customers. The role is accountable for renewal and volume upsell performance, developing cross-sell opportunities with Customer Account Executives (CAEs), and building relationships that support long-term customer value. The Account Manager proactively manages their portfolio, balancing quotes, contracts, and inbound customer needs with planned outreach, renewal preparation, and growth conversations. They maintain regular contact throughout the customer lifecycle, coordinate internal resources to address risk, and keep Salesforce account information, pipeline, and forecasts current. Success requires strong commercial judgment, consistent follow-through, and independent prioritization across a portfolio of accounts. This is a full-time, exempt, salaried, remote position in the United States, reporting to the Director of Account Management. The role is quota-bearing and offers an anticipated salary range of $70,000–$75,000, with on-target earnings up to $125,000 at 100% quota attainment; commissions are uncapped. The position is also eligible for the company’s equity program. Trustwell describes its total rewards package as including medical, dental, and vision coverage; supplemental benefits such as STD, LTD, HSA, and 401(k); responsible time off and holiday pay; competitive compensation and bonus; and growth opportunities. Hiring includes interviews with Human Resources, the hiring manager, and a peer panel, followed by an offer contingent on background screening and references.

Requirements

Ability to independently manage a portfolio, prioritize competing renewal and growth needs, and execute a consistent outreach plan.
Strong commercial judgment, including identifying account risk, determining next steps, and escalating issues with context and recommended actions.
Effective discovery, negotiation, relationship-building, and customer communication skills.
Ability to build relationships with multiple stakeholders and understand customer purchasing and decision-making processes.
Strong CRM discipline and ability to use account and pipeline data to prioritize work, maintain actionable next steps, and produce reliable forecasts.
Ability to collaborate effectively with CAEs and cross-functional partners while maintaining accountability for assigned responsibilities.
Strong organization, attention to detail, and follow-through, with the ability to adapt to changing customer needs and priorities.
Ability to work productively and independently in a remote environment.
Bachelor’s degree in business, management, or a related field, or equivalent relevant professional experience.
Three or more years of experience in account management, renewals, or customer expansion in a SaaS or recurring-revenue business, managing an existing-customer portfolio with measurable retention or revenue goals.
Demonstrated success managing renewals, negotiating pricing, closing account expansion opportunities, and achieving measurable commercial goals.

Nice To Haves

Salesforce experience.
Experience with Salesloft, LinkedIn Sales Navigator, and Jira.
Experience serving food, beverage, supplement, or nutrition compliance customers.

Responsibilities

Own retention and renewal execution for an assigned portfolio, meeting combined renewal and volume upsell quota and established retention and performance goals.
Plan and prioritize account activity, including renewals due in the next 90 and 180 days, and understand renewal terms, notice deadlines, decision processes, and required actions.
Maintain proactive monthly customer contact, including with auto-renewal accounts, and engage decision makers, champions, and users to understand needs, reinforce value, identify risk, and uncover growth opportunities.
Manage renewal preparation and execution, including customer engagement, quotes, contract coordination, negotiation, follow-up, and timely completion; apply approved pricing and obtain required approvals for exceptions.
Identify churn and contraction risks early, document drivers and revenue at risk, coordinate mitigation plans, and escalate with customer context, actions taken, and support or decisions needed.
Own volume upsell opportunities from discovery through close; identify and qualify cross-sell opportunities, engage the assigned CAE to lead the cross-sell process, and support the opportunity while retaining ownership of the customer relationship.
Build relationships with multiple customer stakeholders and keep stakeholder roles, purchasing processes, customer priorities, and renewal decision criteria current in Salesforce.
Maintain working knowledge of Trustwell solutions, conduct discovery conversations, support customer value and adoption, and engage product or technical specialists when needed.
Reserve one hour each workday for Salesforce updates and opportunity management; keep account, activity, opportunity, forecast, risk, and next-step information accurate and current.
For auto-renewals, record the expected close-won date and next action; document renewal losses, including Loss Reason and Loss Reason Detail, in accordance with company requirements.
Coordinate with Support, Product, Finance, and other internal teams to address customer needs while owning customer communication and follow-through.
Submit a weekly commit on Monday, promptly communicate material forecast changes, and report results against the commit at the Friday wrap.
Prepare for account reviews and weekly one-on-ones with current performance, customer risks, growth opportunities, and specific actions or support needed.
Build customer trust through responsiveness, sound judgment, clear expectations, and follow-through; identify customer advocates and referral opportunities.
Perform other duties as assigned.