Senior Account Manager

Packback

2d • $100,000 - $115,000 • Remote

About The Position

Packback is hiring a tenacious salesperson to grow its business while contributing to improved education outcomes. The Senior Account Manager is responsible for strategic territory planning, account retention, and growth for Institutional Partnerships. The role manages a portfolio of 20–40 institutional accounts throughout onboarding, fulfillment, renewal, and upsell, including key accounts and accounts with growth opportunities or complex deal strategies. The account manager guides institutions toward platform adoption and their desired learning outcomes, builds stakeholder relationships, and uses data-driven insights to develop account strategies and presentations. The role also coordinates professional development workshops, monitors adoption and contract health, addresses churn risks, and serves as a subject matter expert on Packback’s platform and AI-driven features. Domestic travel of up to 25% is required.

Requirements

• At least 5 years of experience in account management for an education technology and/or SaaS company.
• Track record of multi-threading and building relationships with executive-level stakeholders.
• Demonstrated success managing and growing complex enterprise accounts with multiple stakeholders and various contract lengths.
• Proven track record of meeting or exceeding revenue retention and expansion goals, such as NRR, GRR, or upsell/cross-sell targets.
• Experience partnering with a Customer Success Manager and working cross-functionally with Sales, Product, Support, and Marketing teams to drive customer outcomes.
• Strong understanding of the higher education landscape, including institutional decision-making structures, academic workflows, and technology adoption challenges.
• Willingness to travel as required, up to 25% of the time.
• Must be authorized to work for any U.S. employer without sponsorship; Packback does not offer visa sponsorship for this role.
• Must reside in one of the states where Packback is currently able to hire: AL, AR, AZ, CA, CO, CT, FL, GA, HI, IA, IL, IN, KY, MA, MD, MI, NJ, NC, NY, OH, PA, RI, SC, TX, VA, WA, or WI.

Nice To Haves

• Prior experience as an educator.

Responsibilities

• Manage a portfolio of 20–40 accounts across onboarding, fulfillment, renewal, and upsell.
• Maximize customer value by guiding institutions toward full platform adoption and their desired learning outcomes.
• Translate data-driven insights into actionable strategies and compelling presentations that align stakeholders with account priorities and needs.
• Build and maintain collaborative relationships with key stakeholders at various levels within each institution.
• Monitor customer adoption rates and collaborate with Project Leads and Key Decision Makers to develop strategic plans for increased platform utilization.
• Plan and coordinate professional development workshops and seminars on integrating Packback into curricula and leveraging instructional AI.
• Communicate event goals and requirements to Curriculum Success Managers who will execute training sessions.
• Monitor contract health scores and identify accounts at risk of churn.
• Implement targeted interventions to address customer challenges and improve satisfaction.
• Serve as a subject matter expert on Packback platform features and updates.
• Maintain a deep understanding of Packback’s AI-driven features and user experience enhancements.
• Identify and build repeatable solutions for known problems, especially in relation to new systems being built.
• Travel domestically up to 25% to meet with key decision-makers.

Benefits

• 12 weeks of paid leave for welcoming new children.
• Multiple health and welfare benefit options, including medical, dental, and vision.
• 401(k) plan with employer matching.
• Flexible and remote work opportunities.
• Unlimited paid time off.
• Employer Assistance Program (EAP).
• Calm and DoorDash subscriptions.
• Career development tracks with support and training.

What This Job Offers

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