Manager, Commercial Accounts

The Commercial Sales team spans all market segments from small, high growth start ups to large established enterprises. The defining factor for this team is working in a fast-paced, high-volume environment with responsibility for total customer experience and all commercial relations with assigned customers in the Americas region.

• Lead, coach, and develop the Commercial Account Management team. Set clear performance expectations, support career growth, and build a culture of engagement, accountability, and strong customer outcomes.
• Own the team’s strategy and performance against commercial gross revenue retention, net revenue retention, renewal, and expansion ARR goals. Identify opportunities to reduce churn and grow the installed customer base.
• Equip the team with repeatable playbooks for account planning, renewals, value realization, and expansion leverage latest AI tools and approaches.
• Partner with account managers on critical customer moments, including complex renewals, commercial negotiations, and account recovery plans.
• Monitor customer health and early warning indicators. Coordinate with internal partners to address risk, develop save plans, and improve adoption and customer outcomes.
• Maintain accurate forecasts in Salesforce and provide clear visibility into renewals, ARR, churn, and expansion. Use pipeline and customer data to guide operating decisions and communicate risks and opportunities to leadership.
• Establish and improve core account management practices, including quarterly QBRs with customers, value realization frameworks, renewal planning, and upsell methods.
• Partner with Deal Desk, Finance, and Legal on renewal and expansion pricing, discount governance, contract structures, amendments, and redlines. Explain approved commercial and legal positions clearly to customers.
• Work closely with Product, Engineering, Marketing, and Sales to improve the end-to-end customer experience. Translate customer and market feedback into recommendations that support product adoption and account growth.
• 6+ years of experience in SaaS sales, account management, customer success, or renewals, including at least 2 years leading or managing a customer-facing, quota-carrying team.
• A track record of meeting or exceeding renewal, retention, and expansion goals, with a repeatable approach to account management and experience across high-touch and scaled customer models.
• Strong knowledge of SaaS economics, commercial account strategy, customer adoption, renewals, and negotiations.
• The ability to coach and motivate teams, set clear standards, build accountability, and represent team needs with leadership.
• Strong analytical skills to use CRM data, forecasts, and customer signals to guide decisions and address risk.
• Excellent communication, organization, and relationship-building skills, with the ability to partner across Product, Engineering, Support, Sales, Marketing, Finance, Deal Desk, and Legal.
• A technical background is a plus, particularly experience as a Solutions Engineer.

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