Serve as primary point of contact for a portfolio of Tier 1 and Tier 2 accounts
Develop and execute account plans that drive retention and identify upsell opportunities
Partner with the vCIO/TAM to prepare and deliver quarterly business reviews (QBRs) for strategic accounts
Proactively monitor account health indicators including support volume, contract dates, and relationship signals
Own renewal conversations and negotiate contract expansions within approval thresholds
Escalate technical issues appropriately and follow through to resolution
Maintain accurate CRM records, activity logs, and account health scores in HubSpot
Surface upsell and cross-sell opportunities and coordinate with Sales and the vCIO on larger opportunities
Mentor Account Managers and provide guidance on complex account situations
Represent the client voice internally — bring structured feedback to delivery, product, and leadership

3 to 5 or more years in account management, customer success, or B2B sales — managed IT services, cloud solutions, cybersecurity, or technology services strongly preferred
Proven track record of hitting retention and upsell targets — be ready to share specific numbers
Comfortable leading conversations with business owners, operations leaders, and C-suite contact
Strong organizational skills and ability to manage a meaningful portfolio without things falling through the cracks
Working knowledge of managed IT infrastructure, cloud services, or cybersecurity solutions
CRM proficiency required — HubSpot, Salesforce, ConnectWise, or similar
Experience with PSA tools (ConnectWise, Autotask) is a plus but not required

Senior Account Manager

Key skills