Senior Account Manager - Strategic Accounts

Position Summary

We are hiring a commercially driven and technically confident Senior Account Manager to own a portfolio of 25 to 30 high value clients spending $3,000 or more each month. You will manage relationships, guide clients on email delivery and infrastructure, and drive retention and expansion. This role is critical to protecting and growing our most valuable customer segment.

You will operate as a strategic partner to founders, marketing teams, and technical leads who rely on Premium Inboxes to keep their outbound operations running at scale.

This role is mission-critical to Premium Inboxes' growth trajectory. You'll own $1M+ in annual revenue while unlocking organic growth within our most strategic accounts. You'll be directly responsible for accelerating company growth while building the playbook for scaling from 30 to 300 strategic accounts. Your success directly impacts our ability to maintain market leadership in email delivery services.

Key ResponsibilitiesClient Relationship Management

• Manage portfolio of ~29 high-value accounts ($3,000+ monthly spend)
• Serve as technical advisor for email delivery challenges and optimization
• Conduct bi-weekly check-ins and quarterly business reviews
• Troubleshoot complex email delivery issues and coordinate technical solutions
• Build relationships with both technical and business stakeholders
  

Technical & Strategic Support

• Understand client email infrastructure, authentication (SPF, DKIM, DMARC), and deliverability metrics
• Analyze email performance data (delivery rates, bounce rates, engagement metrics)
• Provide guidance on email best practices and compliance (CAN-SPAM, GDPR)
• Identify technical upselling opportunities (volume upgrades, additional services)
• Bridge communication between clients and technical teams

Account Growth & Revenue

Retention Excellence

• Achieve quarterly retention targets of 95%+ (protecting $87K+ MRR)
• Own renewal conversations
• Create compelling ROI narratives that justify premium pricing
• Block competitive threats through strategic relationship depth

Expansion Driving

• Target 20%+ net revenue expansion across portfolio annually
• Identify and close $10K+ MRR in expansion opportunities per quarter
• Map account potential and create growth plans for each client
• Execute strategic upsells: dedicated infrastructure, increased volumes, additional accounts
• Explore the potential to convert month-to-month accounts to annual contracts with prepayment incentives

Commercial Ownership

• Full P&L responsibility for your portfolio ($1M+ annually)
• Forecast renewal probability and expansion pipeline with 90% accuracy
• Negotiate and close renewals without founder involvement
• Partner with leadership on pricing strategy for growing accounts
  

Required Qualifications
Experience

• 3-5 years account management experience, preferably in SaaS/technical services
• 2+ years working with email marketing, deliverability, or email infrastructure
• Proven track record managing technical accounts worth $35,000+ annually
• Experience with B2B technical decision-makers
  

Technical Skills

• Strong understanding of email delivery ecosystem (SMTP, MX records, IP reputation)
• Knowledge of email authentication protocols (SPF, DKIM, DMARC)
• Ability to interpret email analytics and deliverability metrics
• Understanding of email compliance and anti-spam regulations
• Logical problem-solving approach to technical challenges

Tools & Systems Proficiency

• Front (email management platform) - will train if needed
• Zoom for client meetings
• Ability to navigate custom internal portals and reporting systems
• CRM experience (specific platform training provided)
• Basic understanding of APIs and webhooks (preferred)
• Excel/Google Sheets for data analysis
  

Soft Skills

• Exceptional communication - ability to explain technical concepts to non-technical stakeholders
• Analytical mindset with attention to detail
• Self-motivated and comfortable working remotely
• Proactive problem identification and resolution
  

Preferred Qualifications

• Experience with email service providers (Google, Microsoft etc.)
• Knowledge of email marketing platforms and integrations
• Understanding of email warming and reputation management
• Familiarity with postmaster tools and feedback loops
• Experience in hosting or infrastructure services
  

Performance Metrics

• Client retention rate (target: 95%+)
• Net revenue retention (target: 110%+)
• Technical issue resolution time
• Client satisfaction scores (NPS/CSAT)
• Upsell/expansion revenue contribution

Success in Your First 90 Days

Days 1-30: Foundation

• Complete technical training on email delivery ecosystem and our service stack - hands on training with operations team
• Shadow founders on 10+ client calls to understand account dynamics
• Take ownership of 5-7 accounts with founder supervision
• Document current client management processes and identify improvements

Days 31-60: Ownership

• Assume full ownership of complete portfolio (~29 accounts)
• Conduct initial outreach to all accounts, including taking a call with all that want one, establishing your presence
• Complete first round of account health assessments
• Identify and present 5+ immediate expansion opportunities

Days 61-90: Impact

• Run first set of Quarterly Business Reviews independently
• Achieve 100% retention across portfolio
• Close first expansion deals worth $20K+ in new MRR (3x ROI)
• Present 90-day strategic plan for account growth and retention improvements
  

Growth Opportunities

As our client base expands, this role offers clear advancement paths for the right person:

• Lead Account Manager overseeing team of AMs
• Director of Customer Success
• Sales team leadership opportunities
• Opportunity to build and establish account management framework and processes
• Direct involvement in hiring and training new team members
  

Compensation & Benefits

Base Salary: $75,000 - $95,000

Uncapped Commission

Total OTE: $95,000 - $125,000

Location & Working Arrangements

Location: Fully remote position - work from anywhere

Timezone Requirements:

• Must maintain 4+ hours overlap with US Eastern Time (core hours: 10am-2pm ET)
• Flexibility to accommodate client calls across US and European timezones
• Quarterly business reviews may require occasional early morning or evening calls

Remote Work Expectations:

• Professional home office setup with reliable internet (50+ Mbps)
• Available for daily async communication via Slack
• Weekly 1:1 video calls with leadership
• Monthly virtual team meetings (camera on)
• Ability to travel 1-2 times per year for team gatherings (expenses covered)
  

Reporting Structure

Reports to: Co-Founder