Manager, Account Management

Vitally • New York, NY

11d • $140,000

About The Position

We’re looking for a Manager of Account Management to drive customer retention, lead a team of account managers, and ensure customer success through exceptional relationship management. In this player-coach role, you will be responsible for managing key account renewals and expansions while mentoring and supporting a team of Account Managers to exceed performance goals. This role is integral to scaling our Account Management function and delivering on our promise of outstanding customer outcomes. The ideal candidate combines a passion for coaching with hands-on expertise in managing strategic accounts. You’ll bring a mix of strategic thinking, relationship-building skills, and operational excellence to inspire your team and ensure customers achieve their desired outcomes.

Requirements

• 5+ years of experience in Account Management, Customer Success, or related roles within a SaaS or B2B environment.
• Proven track record of managing and renewing strategic accounts, including experience with negotiation and upsell strategies.
• Demonstrated experience in managing and coaching high-performing teams, with a focus on employee development and engagement.
• Strong relationship-building skills with the ability to engage stakeholders at all levels.
• Excellent organizational and project management skills, with the ability to prioritize and manage multiple tasks effectively.
• Proficiency with CRM tools (e.g., Salesforce, HubSpot) and familiarity with data-driven decision-making.
• A strategic thinker with the ability to anticipate challenges and proactively address them.

Nice To Haves

• Bonus Points if you've used Vitally before!

Responsibilities

• Own Strategic Relationships & AM Strategy Shape and execute AM Strategy at scale, serving as a key voice in defining our operating model and tooling while directly managing ~30 high-value strategic accounts and leading renewal and expansion efforts.
• Drive Customer success and growth, building trusted relationships with key stakeholders, analyzing account performance, identifying expansion opportunities, and developing strategic plans for renewals and upsells.
• Lead & Customer Advocacy Lead and develop a high-performing team of 3-4 AMs, setting clear goals and KPIs, coaching for growth, supporting onboarding and performance management, and fostering a collaborative, customer-first culture.
• Own team retention & expansion outcomes, proactively monitoring performance, addressing challenges, and guiding the team through change, new processes, and evolving customer segments.
• Optimize AM operations & forecasting, refining processes, ensuring strong CRM hygiene, and providing regular, accurate forecasts to leadership while partnering cross-functionally to deliver a seamless, scalable customer experience.
• Drive customer advocacy and insight, collaborating with Customer Success to strengthen the customer journey, QBRs, and value tracking, while surfacing feedback, risks, and growth opportunities and developing customer advocates.

Benefits

• Salary: We offer a competitive salary for your experience as well as location. The comp base for this role starts at $140,000 and increases depending location and seniority of the candidate.
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits : 100% of health/dental/vision insurance premiums covered by us for you, your partner, and dependents
• 401k through Empower
• Commuter benefits
• Unlimited PTO with a minimum we require you to take off. Please relax and recharge!
• Flexible work hours and work-from-home policy
• Yearly education stipend

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed