Manager- Customer Account Management

Redwood Software

About The Position

As the Manager of the Customer Account Management Team, you will lead and coach a team of Customer Account Managers (CAMs) responsible for driving renewals, upsells, and cross-sell revenue across Redwood’s customer base. You will develop strategies that strengthen Gross Dollar Retention, protect logo retention, and expand Redwood’s footprint within existing accounts. Your leadership will directly influence revenue growth, customer satisfaction, and long-term customer value. By aligning closely with Sales and Executive Leadership, you will ensure that Customer Account Management initiatives support Redwood’s broader go-to-market goals while fostering a high-performing, customer-obsessed team culture.

Requirements

3–5 years of experience in customer-facing roles such as customer success, account management, sales, technical consulting, or enterprise support.
Strong communication skills, with the ability to articulate technical information effectively to both technical stakeholders and senior executives.
Proven ability to lead and inspire customer-facing teams, driving performance and professional growth.
Excellent organizational skills with the ability to manage competing demands, multiple priorities, and large customer portfolios.
Strong analytical skills for assessing customer health, usage trends, renewal risk signals, and expansion opportunities.
Experience facilitating collaboration across functional teams in both in-person and virtual environments.
Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience preferred.
Familiarity with Salesforce and tools like Outreach (or similar sales execution platforms).
Strong personal drive to support team success and individual development.
Passion for working in a dynamic, problem-solving environment within enterprise software.
Outstanding written and verbal communication skills.
Ability to operate confidently with customers at the executive level.
Demonstrates professionalism, accountability, and a growth mindset.
A collaborative team player who builds trusted relationships across all functions.

Responsibilities

Manage, mentor, and develop a team of Customer Account Managers to meet and exceed revenue targets for renewals, upsells, and cross-sell of Redwood products.
Drive and exceed team performance across key KPIs: Gross Dollar Retention (GDR) + price increases, logo retention, expansion revenue, and professional services growth.
Develop and implement strategies to expand Redwood’s footprint within existing accounts and accelerate revenue growth.
Align Customer Account Management objectives with company priorities through close partnership with Sales Leadership and the Executive Leadership Team.
Collaborate with cross-functional teams—including Product, Professional Services, Support, and Marketing—to ensure successful customer outcomes and identify new growth opportunities.
Track, analyze, and report on key performance metrics to assess team success and adapt strategies as needed.
Build and strengthen executive-level relationships within customer accounts to support retention, expansion, and long-term account health.
Identify new opportunities through customer insights, usage patterns, and renewal signals.
Develop and deliver training programs to equip CAMs with the product knowledge, commercial acumen, and skills needed to succeed.
Foster a culture of collaboration, accountability, and customer-centricity across the Customer Account Management organization.