Account Manager II/Customer Success Account Manager

What You Will Do 

Renewal Management
You, along with your territory team will support and drive a proactive renewal process by engaging customers 90/60/30 days, etc. ahead of contract expiration, ensuring alignment on value, pricing, and next steps. You will track all interactions in internal systems, identify risks early, and take action to mitigate churn while creating a seamless and predictable renewal experience.  Churn success is measured by a 4% reduction from FY25.
Tools Proficiency
You will leverage tools such as NetSuite and other internal systems to create quotes, manage customer records, and maintain high-quality data across the customer lifecycle. You will also be encouraged to adopt and utilize AI-powered tools to streamline workflows, enhance data accuracy, uncover insights, and improve overall efficiency in customer and operational processes.
Lead Follow-Up & New Customer Development
You will follow up on inbound and outbound leads within 72 business hours, document interactions, qualify opportunities, and help build an early-stage pipeline. This includes light research, consistent outreach, and partnering with internal teams to ensure leads are engaged and progressed appropriately.
Pipeline & Forecast Management
You, along with your regional team, will maintain clean, accurate opportunity data to support forecasting and leadership visibility. This includes updating status changes, logging activities, reviewing metrics, and ensuring opportunities have clear next steps to keep deals moving forward. Notes should be within the last 30 days. Opportunities should be reviewed regularly to allow for accurate forecasting.
CSM/RSM Support & Partnership
You will work closely with regional sales and customer success teams to support smaller deals and administrative follow-through. This includes assisting with quotes, pricing, customer updates, and participating in team check-ins to stay aligned on customer needs and open items.

How You Will Succeed

• Drive high renewal rates and reduce churn (by at least 4%) through proactive customer engagement
• Maintain accurate, actionable data that improves forecasting reliability and decision-making
• Identify process inefficiencies and implement improvements using automation and AI-assisted tools
• Consistently follow through on customer and internal commitments with attention to detail
• Act as a trusted partner to customers and internal teams by anticipating needs and solving problems before they escalate

Skills and Qualifications:

• 2–5 years of experience in customer success, business development, inside sales, sales support, or account management.
  • Strong communication skills with a customer-first mindset.
  • Ability to manage multiple tasks, deadlines, and stakeholders with precision.
  • Proficiency with CRM systems (NetSuite experience strongly preferred).
  • A proactive, curious mindset with a drive to improve processes and elevate customer experience.
  • Comfort working cross-functionally with Sales, Marketing, Operations, and Customer Support teams.