Account Manager

Position Overview

Solutions by Text (SBT) is seeking an Account Manager to own and grow a portfolio of existing customers with a primary mandate of revenue retention and a secondary mandate of account expansion through payments and new messaging use cases.

This role is accountable for ensuring customers are operationally successful, commercially retained, and positioned to expand across SBT’s evolving product portfolio—including payments and non-collections use cases such as lifecycle marketing. The Account Manager will manage approximately 50 accounts , partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes.

This position blends disciplined account management, data-driven expansion strategy, and cross-functional execution, and is critical to scaling SBT’s customer growth engine.
Key Responsibilities

Revenue Retention & Renewal Ownership (Primary Focus)

- Own revenue retention for assigned accounts, with accountability for renewals, downsell prevention, and churn mitigation.

- Proactively identify accounts at risk of contraction or churn using health signals, usage data, and Customer Success inputs.

- Develop and execute retention action plans in partnership with Customer Success for at-risk accounts.

- Lead renewal strategy, including pricing discussions, contract modifications, and value reinforcement tied to customer outcomes.

- Maintain a rolling renewal forecast that clearly identifies:

- Renewal timing

- Expected outcome (flat, upsell, downsell)

- Risk level and mitigation plan

- Associated ARR impact

Account Growth & Expansion (Secondary Focus)

- Execute structured account planning to identify expansion opportunities within existing customers.

- Drive incremental ARR through:

- Payments adoption and volume growth

- Expansion into new messaging use cases , including lifecycle marketing and event-driven communications

- Partner closely with the Payments team to:

- Identify customers with payment traffic potential

- Position and introduce SBT payments capabilities

- Track payment adoption and revenue contribution

- Translate customer business goals and usage patterns into concrete expansion proposals with clear ROI.

- Maintain an expansion pipeline tied to account plans, renewal cycles, and customer maturity.

Customer Program Execution & Outcomes

- Design and operationalize customer-specific programs that drive:

- Product adoption

- Usage growth

- Event-driven revenue

- Ensure customers are successfully launching and scaling new use cases in coordination with Customer Success.

- Monitor program performance and adjust strategies based on results and customer feedback.

- Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption.

Customer Success Partnership & Cross-Functional Collaboration

- Operate in tight alignment with Customer Success , with shared accountability for account health, retention, and growth.

- Clearly delineate responsibilities:

- Customer Success: adoption, onboarding, value realization

- Account Manager: retention strategy, renewals, expansion, commercial outcomes

- Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, and Finance to support customer objectives.

- Ensure a seamless handoff and ongoing collaboration between Sales and post-sale teams.

Measurement, Forecasting & Process Excellence

- Own accurate forecasting for renewals and expansion within assigned accounts.

- Maintain high-quality CRM data, including:

- Account health indicators

- Renewal and expansion opportunities

- Forecasted ARR

- Track and report on key performance indicators tied to retention and growth.

- Continuously improve account management processes to increase scalability, predictability, and customer impact.

Success Metrics

This role will be evaluated primarily on retention outcomes , followed by account growth and execution