Key Account Manager

The Key Account Manager (KAM) owns developing strategic customer relationships with a portfolio of high-value accounts with accountability for account expansion, executive alignment, customer outcomes, and long-term account value creation. The KAM operates as the CEO of their assigned accounts, ensuring customers achieve measurable business outcomes while maximizing Net Revenue Retention (NRR), expansion ARR, product adoption, and referenceability. Role Objectives 1. Drive Expansion Growth Identify, develop, and close expansion opportunities Measures: Expansion ARR Upsell / Cross-sell Pipeline NRR Contribution Product Attach Rate Wallet Share Growth 2. Deliver Customer Business Outcomes Ensure customers realize measurable operational and financial value Measures: Customer Health Scores Outcome Achievement Adoption / Utilization Time-to-Value Executive Satisfaction 3. Build Executive-Level Relationships Establish trusted advisor status across customer leadership teams Measures: Executive Sponsor Coverage Multi-threaded Relationships Referenceability QBR & EBR participation Key Responsibilities Account Strategy & Planning Develop and maintain multi-year strategic account plans Build account growth strategies aligned to customer business priorities Map customer organizational structures, buying centers, and influencers Identify whitespace opportunities and competitive threats Partner with Customer Success Team to execute quarterly and annual account reviews Revenue Growth & Commercial Ownership Own commercial strategy for assigned accounts Generate expansion pipeline Own large expansion opportunities within renewal cycles Negotiate pricing, commercial terms, and contract structures Customer Relationship Development Serve as commercial relationship owner Build trust across operational, IT, business, and executive stakeholders Partners with CS Manager to plan and drive executive business reviews (EBRs/QBRs) Escalation accountable for critical customer issues Coordinate internal executive engagement to drive customer outcomes