Strategic Account Manager

Arch Systems • Palo Alto, CA

43d • $135,000 - $165,000 • Remote

About The Position

Arch Systems is seeking a Strategic Account Manager to join our Customer Success team, partnering with some of our most strategic customers to drive long-term value, growth, and satisfaction. In this role, you will develop deep, trusted relationships with executives and stakeholders across a portfolio of clients while orchestrating cross-functional alignment internally to ensure successful solution delivery. You will own strategic account planning, renewals, and expansion motions, leveraging data-driven insights and strong executive engagement to meet revenue targets and elevate customer outcomes. Ideal candidates for this role will be located within the United States.

Requirements

• 5+ years in Account Management or Customer Success within B2B SaaS or industrial technology.
• Proven success managing and expanding multi-million-dollar strategic accounts with strong renewal and growth outcomes.
• Strong understanding of manufacturing operations, digital transformation, and the ability to connect SaaS value to measurable impact.
• Comfortable analyzing adoption, usage, and performance data to craft compelling business narratives and identify growth opportunities.
• Exceptional relationship-building skills and experience engaging senior executives and global stakeholders.
• Ability to navigate complex global organizations with cultural awareness across Asia, Europe, and the Americas.
• Demonstrated success driving strategic planning, value realization, and commercial negotiations with data-driven rigor.
• Highly organized and effective at prioritizing multiple workstreams.
• Collaborative team player and mentor committed to continuous improvement and proactive problem solving.

Nice To Haves

• Experience leading transformational partnerships with global manufacturing enterprises, particularly in electronics, guiding customers through complex digital and operational change initiatives.
• Strong consultative and executive-level presence, able to navigate both factory floor data discussions and boardroom ROI conversations

Responsibilities

• Account strategy & multi-year roadmap: Own the end-to-end strategy for one of Arch’s strategic customers, aligning to executive priorities and manufacturing roadmap; define the value thesis, success metrics, and site rollout plan.
• Executive engagement & governance: Lead C-suite and senior-level stakeholder relationships. Run data-driven QBRs/EBRs, craft ROI and productivity narratives, and ensure clarity, alignment, and customer satisfaction at every step.
• Retention & renewal predictability: Proactively assess account health, risks, and opportunities. Build early renewal strategies, manage negotiations, and secure multi-year renewals that protect and expand recurring revenue.
• Expansion & growth programs: Identify upsell and cross-sell opportunities across the customer’s global footprint. Build business cases, partner with internal teams, and execute scalable expansion motions.
• Adoption & value realization: Collaborate closely with Technical Account Managers to track usage and outcomes, design enablement programs, and remove blockers to ensure measurable value delivery across all customer sites.
• Voice of the Customer: Channel prioritized customer feedback and business needs to Product and Engineering teams. Influence the roadmap and contribute frameworks to address systemic issues and accelerate value creation.
• Cross-functional collaboration: Partner with Support, Technical Account Managers, Product, Engineering, and Industry Experts to ensure clear requirement definition and timely delivery. Manage escalations, resolve risks and issues, and drive alignment on ROI and value realization across deployments.

Benefits

• Innovate with Impact: Join a team building advanced AI and data products that meaningfully improve manufacturing operations around the world. Your work will contribute directly to efficiency, sustainability, and technical agility for major industrial players.
• Collaborative Environment: Work alongside a passionate, multidisciplinary team that values curiosity, open dialogue, and cross-functional collaboration. We foster an environment of continuous learning and shared success.
• Growth & Development Opportunities: Develop leadership and technical skills through hands-on experience with product innovation, complex customer programs, and data-driven decision-making. Arch supports your long-term career advancement and deepening of industry expertise.
• Equity & Ownership: Benefit from equity opportunities that align your contributions with the long-term success and mission of Arch Systems.
• Remote-First Flexibility: Thrive in a remote-first culture designed to enable flexibility, balance, and productivity across a globally distributed team.
• US-based employees receive comprehensive healthcare for themselves and dependents, retirement contributions, and additional wellness benefits.
• International teammates hired through our trusted partners receive region-specific benefits and non-qualified stock options (NQSOs) to share in our success.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 51-100 employees