Strategic Account Manager I

Swoogo

22h

About The Position

The Strategic Account Manager owns a portfolio of high-value accounts and is responsible for customer retention and expansion. The role builds a deep understanding of each customer's business model, strategic priorities, stakeholders, and measures of success, and demonstrates value well before renewal. Strategic renewals are tied to account plans, competitive positioning, and a multi-year account of customer value. The position works closely with Customer Success Managers, Finance, Legal, and Product. It develops account plans, uncovers customer priorities through discovery, builds quantified business cases, and cultivates trusted relationships with senior stakeholders. The role also identifies renewal risks, negotiates multi-year agreements, monitors competitors and industry trends, supports deal structuring, shares customer insights with company leadership, and maintains renewal forecasts and expansion pipeline data in Salesforce.

Requirements

Experience in SaaS account management; enterprise or strategic segment experience is ideal.
Experience with account planning, whitespace analysis, demonstrating customer ROI and outcomes, and negotiating complex multi-year deals.
Experience managing relationships with VP- and C-level stakeholders at large, complex enterprise organizations.
Experience managing a book of business with a focus on gross revenue retention (GRR) and net revenue retention (NRR).
Ability to balance corporate rigor with customer empathy and work with urgency, precision, and care.
Strong business acumen and commercial skills; curiosity and ability to conduct discovery, analyze opportunities, exercise judgment and critical thinking, and make data-backed commercial cases.
Ability to understand customer strategy and stakeholders, build long-term partnerships, and identify and manage risk proactively.

Responsibilities

Own a portfolio of high-value accounts and deliver retention and expansion.
Build and maintain customer profiles and account plans, including strategic priorities, use cases, recommendations, whitespace and expansion analysis, and event technology stacks.
Map stakeholders and buying committees, including their influence, decision-making roles, priorities, and organizational dynamics.
Conduct discovery to identify customers' unstated priorities and use findings to shape account plans.
Build customer business cases and lead executive business reviews that connect Swoogo to customer goals and demonstrate quantified ROI and outcomes.
Develop multi-threaded relationships with senior stakeholders and serve as a trusted advisor.
Identify renewal risks early with CSMs and determine when to push, hold, or seek additional support.
Negotiate multi-year agreements using knowledge of customer usage, value, and alternatives.
Track competitive offerings, industry trends, and event solutions used within customer organizations.
Partner with Finance, Legal, and Product to structure mutually beneficial deals.
Share customer insights with leadership to inform pricing, packaging, and the product roadmap.
Keep renewal forecasts and the expansion pipeline current in Salesforce.