Customer Success Account Manager

Job Description:

• Report to the Chief Customer Officer
• Own a mixed portfolio of customers spanning size and industry
• Drive retention, renewals, product adoption, and expansion across the customer portfolio
• Build and execute strategic account plans with success criteria, stakeholder maps, and value milestones
• Lead regular Business Reviews connecting Redpoint solutions usage to business outcomes and identifying expansion opportunities
• Advise customers on use cases, Redpoint product capabilities, and industry best practices
• Own onboarding and drive ongoing adoption through health checks, success plans, and outcome reviews
• Orchestrate Sales, Professional Services, Support, and Product around each account
• Identify, qualify, and progress expansion opportunities in partnership with Sales
• Own the renewal motion, forecast accurately, identify churn risk, and protect the customer base
• Surface customer feedback to Product and partner on feature prioritization
• Escalate and mitigate risks and issues before customer impact
• Develop working fluency in Redpoint data readiness, ETL, data quality, identity resolution, customer data integration, campaign orchestration, and channel integrations
• Advise customers on use-case design and data foundations for AI and personalization initiatives
• Perform other duties as assigned

Requirements:

• 3–5 years of experience in a similar role
• Experience managing a book of enterprise and mid-market accounts with measurable retention and renewal results
• Experience engaging senior stakeholders, including executive sponsors, at enterprise customers
• Experience building account roadmaps, multi-threading across stakeholders, and advocating for the customer internally
• Experience leading renewal conversations
• Experience orchestrating cross-functional teams across Sales, Services, Support, and Product
• Ability to operate independently with minimal oversight
• Bachelor's degree required
• Customer Success or Account Management: 3–5 years required
• Existing knowledge and experience in data readiness and data quality
• Existing knowledge and experience in Identity Resolution / Customer Data Integration
• Existing knowledge and experience in Customer Data Platforms (CDP)
• Existing knowledge and experience preparing and governing data for AI and machine-learning use cases
• Existing knowledge and experience in Marketing Campaign Management
• Existing knowledge and experience in Customer Engagement
• Existing knowledge and experience in Omnichannel Marketing & Personalization
• Must be able to work for any US employer; sponsorship is not available

Benefits:

• Competitive Medical, Dental, and Vision Insurance
• Flexible leave policy – take the time you need, when you need it
• 10 company-paid holidays