Senior Account Manager, Higher Education

D2L•Towson, MD

12h

About The Position

The Account Manager is responsible for driving customer retention, growth, and strategic alignment across assigned accounts. This role ensures long-term customer success by managing renewals, expanding revenue opportunities, and fostering strong executive relationships. The Account Manager will act as a trusted advisor, aligning solutions to client business objectives and success metrics . In this role, you will own the full lifecycle of account management—from renewals and expansion opportunities to executive engagement and strategic planning. You will lead Quarterly Business Reviews (QBRs) that showcase outcomes and success metrics, proactively manage churn risk, and ensure accurate forecasting. Additionally, you will champion client engagement by driving participation in key in-person events and aligning stakeholders at all levels. Success in this role requires a blend of commercial acumen, strategic thinking, and relationship management skills. The ideal candidate thrives in a fast-paced environment, is highly collaborative, and is passionate about helping customers achieve their goals while driving revenue growth for the organization. How you will make an impact: Renewals Own the end-to-end renewal process for assigned accounts, ensuring timely execution and alignment with contractual terms. Proactively engage customers well before renewal dates to reinforce value delivered and address any concerns. Collaborate s with internal teams to ensure smooth contract negotiations and compliance Expansion Revenue Identify upsell and cross-sell opportunities within existing accounts by understanding customer goals and unmet needs. Partner with Customer Success and Product teams to position additional solutions that drive measurable business outcomes. Develop proposals and close expansion deals that contribute to overall revenue growth. Executive Alignment Build and maintain strong relationships with key decision-makers and influencers across multiple levels of the client organization. Create and execute engagement plans that include regular executive touchpoints and strategic discussions. Ensure every client attends at least one in-person client event annually to strengthen partnerships and foster collaboration. Quarterly Business Reviews (QBRs) Lead structured QBR sessions focused on demonstrating business value, reviewing success metrics, and aligning on future outcomes. Prepare data-driven presentations that highlight ROI, adoption trends, and progress toward agreed objectives . Document and track action items from QBRs to ensure accountability and follow-through. Account Strategy Develop comprehensive account plans that outline customer objectives , jobs to be done, and problems to solve. Align internal resources to support the customer’s success metrics and long-term strategic goals. Continuously update account strategies based on evolving customer needs and market conditions. Forecast Churn Accuracy Maintain accurate churn forecasts by monitoring account health, engagement levels, and risk indicators. Use data and insights to predict potential churn and implement proactive retention strategies. Report churn risk and mitigation plans to leadership on a regular cadence. Risk Management In partnership with Customer Success, i dentify and assess risks that could impact customer satisfaction, retention, or revenue. Develop and execute risk mitigation plans, escalating issues when necessary. A ct as the primary point of contact for resolving critical account challenges quickly and effectively.

Requirements

5+ years of account management experience in a SaaS environment
Proven ability to manage a large book of business with multiple accounts and a track record of successful achievement of assigned quotas.
Experience with enterprise-level web-based applications.
Ability to develop and execute account strategies aligned with customer goals and business outcomes.
Strong understanding of revenue drivers, renewal processes, and expansion opportunities.
Skilled in building multi-threaded relationships, including executive-level engagement.
Exceptional verbal and written communication skills to lead QBRs and influence stakeholders.
Proficiency in forecasting, risk assessment, and interpreting success metrics.
Deep commitment to understanding customer needs and delivering measurable value.
Ability to manage multiple priorities, deadlines, and stakeholders effectively.
Skilled at identifying challenges and creating actionable solutions to achieve customer success.

Responsibilities

Renewals Own the end-to-end renewal process for assigned accounts, ensuring timely execution and alignment with contractual terms.
Proactively engage customers well before renewal dates to reinforce value delivered and address any concerns.
Collaborate s with internal teams to ensure smooth contract negotiations and compliance Expansion Revenue Identify upsell and cross-sell opportunities within existing accounts by understanding customer goals and unmet needs.
Partner with Customer Success and Product teams to position additional solutions that drive measurable business outcomes.
Develop proposals and close expansion deals that contribute to overall revenue growth.
Executive Alignment Build and maintain strong relationships with key decision-makers and influencers across multiple levels of the client organization.
Create and execute engagement plans that include regular executive touchpoints and strategic discussions.
Ensure every client attends at least one in-person client event annually to strengthen partnerships and foster collaboration.
Quarterly Business Reviews (QBRs) Lead structured QBR sessions focused on demonstrating business value, reviewing success metrics, and aligning on future outcomes.
Prepare data-driven presentations that highlight ROI, adoption trends, and progress toward agreed objectives .
Document and track action items from QBRs to ensure accountability and follow-through.
Account Strategy Develop comprehensive account plans that outline customer objectives , jobs to be done, and problems to solve.
Align internal resources to support the customer’s success metrics and long-term strategic goals.
Continuously update account strategies based on evolving customer needs and market conditions.
Forecast Churn Accuracy Maintain accurate churn forecasts by monitoring account health, engagement levels, and risk indicators.
Use data and insights to predict potential churn and implement proactive retention strategies.
Report churn risk and mitigation plans to leadership on a regular cadence.
Risk Management In partnership with Customer Success, i dentify and assess risks that could impact customer satisfaction, retention, or revenue.
Develop and execute risk mitigation plans, escalating issues when necessary.
A ct as the primary point of contact for resolving critical account challenges quickly and effectively.