Account Manager

Shade.inc•New York City, NY

About The Position

Shade is hiring an Account Manager to scale customer growth and retention during a period of rapid company growth. The role owns commercial relationships across a growing book of mid-market and enterprise customers, including inherited accounts, renewals, and expansion opportunities. The Account Manager partners with cross-functional teams to help customers get more value from Shade over time and will work directly with the Head of Account Management, with regular exposure to sales leadership, the C-suite, Engineering, and Customer Success. This is a high-impact role for someone who wants to help build the account management function, not just maintain existing accounts. Shade provides technology and AI capabilities for creative teams, including visual search and video labeling, and serves customers across post-production, creative agencies, sports, and internal media teams. The Account Manager will help customers adopt and expand their use of Shade’s workflows and capabilities, while contributing customer feedback and market insights to product and company priorities. The position is ideally based in New York, New Jersey, or Pennsylvania, with the ability to commute to the New York City office three to four times per month.

Requirements

4 to 6+ years of experience in Account Management or similar post-sale commercial roles in SaaS.
A strong track record of owning renewals, expansions, and multi-stakeholder commercial relationships.
Experience managing a book of 50 to 100+ mid-market and/or enterprise accounts.
Ability to navigate strategic customer conversations and operational follow-through.
Strong commercial judgment and comfort owning pricing and negotiation conversations.
Proven ability to work cross-functionally with customer success, implementation, support, product, sales, and leadership.
Strong discovery skills and ability to uncover business pain, understand customer priorities, and drive meaningful outcomes.
Strong AI tool acumen, including using AI to accelerate internal workflows, improve individual and team efficiency, and drive better execution.
Clear communication, strong organizational skills, and high attention to detail.
Comfort working in a fast-paced, evolving startup environment.
Curiosity, resourcefulness, adaptability, and drive.
Excitement about building rather than just maintaining, and motivation to help shape a growing function.
Ideally based in New York, New Jersey, or Pennsylvania, with the ability to commute to the New York City office three to four times per month.

Nice To Haves

Experience across both Account Executive and Account Manager roles.
Experience in media, post-production, creative operations, creative technology, collaboration software, or other software used in complex team-based workflows.
Familiarity with customers in agencies, studios, brands, sports, broadcasters, or post-production organizations.

Responsibilities

Lead commercial conversations covering pricing, packaging, negotiation, renewal strategy, and closing.
Own renewals and expansions across a growing book of mid-market and enterprise accounts.
Identify growth opportunities across additional users, teams, workflows, and broader organizational adoption.
Build and manage relationships with end users, champions, buyers, and executive stakeholders.
Understand customer workflows, pain points, goals, and business priorities, and align Shade’s offerings to customer needs.
Identify opportunities to expand use of Shade through AI-powered search, automated metadata, transcription, review and approval, and collaboration workflows.
Partner with Technical Customer Success Managers and Implementation Specialists on onboarding, adoption, rollout planning, and long-term customer success.
Co-create QBRs and success plans that support retention, feature adoption, workflow activation, and growth.
Share customer feedback and market insights with Product and leadership to help shape the roadmap and company priorities.
Support escalations with customer success and technical teams when needed.
Help build and improve account management processes and best practices as the team grows.