Senior Account Manager

Upfluence•New York, NY

8d•Hybrid

About The Position

Upfluence helps brands tell their story with powerful influencer & content marketing technology. Upfluence's software allows brands and agencies to identify and contact millions of social influencers and bloggers at scale to execute comprehensive influencer marketing campaigns, as well as provide detailed reporting metrics. Since the launch of our SaaS software in October 2016, the company has yielded a monthly double-digit growth rate, and we are therefore seeking further expansion for our team and offices. Our rapidly growing global team is currently distributed between our offices in NYC, Los Angeles, Lyon, Mexico City, and Paris. As a Senior Account Manager, you will own the post-sale relationship for a portfolio of strategic accounts, driving retention and expansion while acting as a trusted advisor to our customers. You report to the VP of Customer Success and work closely with Account Managers, Product, and Support to ensure customers see lasting value from Upfluence. This role is a strong individual contributor position with clear growth potential toward a management track.

Requirements

4+ years of experience in Account Management, Customer Success, or a related post-sale role within a SaaS environment.
Proven track record driving retention and expansion within an existing customer base.
Strong negotiation and conflict resolution skills, with the ability to navigate renewals and at-risk situations with poise.
Customer-first mindset with the ability to align business strategy to individual client needs.
Outstanding verbal and written communication skills in English, with the ability to engage diverse audiences.
Strategic and creative thinking to uncover growth opportunities and address challenges before they escalate.
Curiosity and comfort around automation tools and AI-powered workflows, with an appetite to test and iterate.
Proficiency with CRM tools and data analysis for decision-making and strategy development.
Strong collaboration skills to work effectively across Sales, Marketing, Product, and Support teams.

Responsibilities

Own a portfolio of accounts, identifying upsell and cross-sell opportunities grounded in product adoption and customer needs.
Serve as the customer's internal advocate, translating recurring feedback into actionable input for Product and Marketing.
Build and execute account plans focused on long-term growth, renewals, and retention.
Use customer data and platform insights to proactively surface expansion opportunities before they surface themselves.
Standardize best practices for renewal conversations and account reviews within your book of business.
Lead renewal negotiations with confidence, balancing commercial outcomes with genuine customer value.
Identify at-risk accounts early and deploy targeted save strategies, including executive escalations and tailored success plans.
Navigate difficult conversations with empathy and clarity, resolving issues in ways that strengthen the relationship rather than just closing the ticket.
Collaborate with Support and internal teams to drive timely, lasting resolutions on complex customer challenges.
Maintain accurate account data in CRM systems, documenting health signals, risks, and growth opportunities.
Monitor account performance metrics and use data to drive proactive outreach and strategy adjustments.
Contribute to and co-own AI-driven and automation initiatives aimed at improving CS efficiency, customer experience, and scalability.
Identify workflow gaps and help design or test automated solutions, working with tools like n8n, Zapier, or equivalent platforms.