Customer Success Account Manager

Redpoint Global Inc.•Wellesley, MA

4d•$85,000 - $115,000•Remote

About The Position

We are looking for a Customer Success Account Manager to join our Customer Success team, reporting to the Chief Customer Officer. Customer Success Account Managers own a mixed portfolio of customers spanning size and industry, and are accountable for retention, renewals, and product adoption across that book, with expansion following naturally from customer success. The role is anchored in strong onboarding, proactive account management, and cross-functional orchestration to drive adoption and measurable outcomes on Redpoint solutions. Increasingly, that means helping customers get their customer data AI-ready: clean, connected, and resolved to a single trusted identity so it can power personalization and AI initiatives at scale.

Requirements

3–5 years of experience in a similar role
Demonstrated success in managing a book of enterprise and mid-market accounts with measurable retention and renewal results
Engaging senior stakeholders (including executive sponsors) at enterprise customers — building account roadmaps, multi-threading across stakeholders, and advocating for the customer internally
Leading renewal conversations
Orchestrating cross-functional teams (Sales, Services, Support, Product) to deliver for the customer
Operating independently — planning, prioritizing, and driving your book of business with minimal oversight
Bachelor's (Required)
Customer Success or Account Management: 3–5 years (Required)

Nice To Haves

Existing knowledge and experience in data readiness and data quality, Identity Resolution / Customer Data Integration, Customer Data Platform (CDP), preparing and governing data for AI and machine-learning use cases, Marketing Campaign Management, Customer Engagement, Omnichannel Marketing & Personalization
AI tools (Claude, Copilot, Gemini)
BI tools (Sigma, Tableau, Power BI, etc.)
Cloud-based hosting, such as Microsoft Azure or Amazon Web Services (AWS)
Microsoft Excel, Microsoft PowerPoint, and HubSpot
Marketing Technology: 3 years (Preferred)
Business Consulting: 3 years (Preferred)
Data management, data quality, or identity resolution: 3 years (Preferred)
Project Management: 3 years (Preferred)

Responsibilities

Build and execute strategic account plans for each customer in your portfolio, with clear success criteria, stakeholder maps, and value milestones
Lead regular Business Reviews that connect Redpoint solutions usage to business outcomes and surface expansion opportunities
Serve as the trusted advisor on use cases and Redpoint product capability, helping customers institute industry best practices
Own onboarding and drive ongoing adoption through proactive, structured engagement — health checks, success plans, and outcome reviews on a defined cadence — to accelerate time-to-value and deepen product usage
Orchestrate the cross-functional team around each account — Sales, Professional Services, Support, and Product — ensuring a seamless customer experience from post-sales handoff through steady-state
Identify, qualify, and progress expansion opportunities (new use cases, channels, data sources, business units) in partnership with Sales
Own the renewal motion for every account in your portfolio — forecast accurately, surface churn risk early, and protect the base
Surface customer feedback to Product and partner on prioritization of new features and functionality
Escalate risks and issues early, and work creatively across teams to mitigate them before they impact the customer
Develop working fluency in Redpoint solutions — the data readiness layer (ETL, data quality, identity resolution / customer data integration), campaign orchestration, and channel integrations (Email, SMS, Push, web) — sufficient to advise customers on use-case design and on the data foundation their AI and personalization initiatives depend on
Operate with integrity and in a highly collaborative and professional manner at all times
You may also be responsible for other duties as assigned by the Company from time to time.