Senior Account Manager

Polimorphic•New York, NY

About The Position

Polimorphic builds AI-powered tools that streamline the work of local governments and improve the resident experience. From automating services with chatbots and voice lines to digitizing forms and improving internal workflows, we help local governments serve their communities better. We’re a mission-driven team passionate about delivering practical, impactful solutions. We’re looking for a Senior Account Manager to lead strategic renewals, drive adoption and account growth, and build long-term relationships with government customers nationwide. You’ll work closely with our Manager of Customer Success and collaborate across Product, Sales, and Technical Project Managers to shape the future of customer engagement at Polimorphic. This is a high-impact role that requires a balance of strategic thinking, relationship building, and a maker’s mindset. You’ll work hand-in-hand with Customer Success Managers to understand customer goals, prepare and lead QBRs, identify and execute upsell opportunities, and ensure our solutions continue to deliver measurable value year over year.

Requirements

5–8+ years of experience in SaaS Account Management.
Experience owning renewals and expansion for complex, multi-stakeholder customers.
Strong communicator who can navigate executive relationships with confidence and clarity.
Comfortable leading strategic conversations and aligning stakeholders around long-term goals.
Experience using product usage and adoption data to inform account strategy and prioritize expansion opportunities.
Demonstrated passion for emerging technologies and their real-world applications.

Nice To Haves

Volunteer or professional experience within local government is a plus.

Responsibilities

Own retention and expansion strategy across your portfolio, driving strong renewal rates and net revenue retention.
Identify, scope, and pursue upsell opportunities, using usage and adoption data to prioritize whitespace.
Maintain accurate, proactive forecasts for renewals and expansions in Salesforce, contributing directly to company-level revenue planning.
Build and maintain structured account plans for each customer, including stakeholder maps, risk indicators, product usage, goals, and whitespace.
Engage in collaborative strategic planning with customer accounts identifying how we can provide them value over immediate, mid, and long-term time horizons.
Own renewal timelines and shape contract scope to support expansion and customer goals.
Own strategic customer conversations, including QBRs, to translate outcomes into tangible value for the customer, surface new needs, and shape long-term account growth.
Build and maintain trusted relationships with department leaders, decision-makers, and executive sponsors.
Own account-level adoption strategy, ensuring customers realize value from the platform capabilities tied to the outcomes they bought it for, not just the features they started with.
Translate usage data, including feature adoption, engagement trends, and utilization gaps, into a clear, evidence-based narrative for QBRs and renewal conversations.
Identify adoption risk early, such as low usage, stalled rollouts, stakeholder changes, or unused features of the platform, and drive targeted enablement plans before it threatens renewal or expansion.
Champion new feature and product releases within your accounts, coordinating training and rollout support with TPMs to accelerate time-to-value.
Feed adoption trends and blockers back to Product to sharpen the roadmap and go-to-market messaging.
Manage contract renewals and expansions through to execution, coordinating with Legal, Sales, and Finance, and aligning internal teams ahead of key decision points.
Partner with Technical Project Managers leading implementation and build-out to ensure smooth handoff into steady-state account management, staying aligned on deployment status, and flagging build-out risks that could affect renewal or expansion timing.
Provide structured feedback to influence product roadmap, GTM strategy, and messaging.