ACCOUNT MANAGEMENT MANAGER

BUSINESS SERVICES 
LANSING
HYBRID

The Account Management Manager is responsible for leading, coaching, and evolving the Account Management team to drive customer retention, expansion revenue, and long-term customer value. This role owns the account management operating model, ensuring consistent execution across the team while transforming the function from a reactive support-based model into a strategic, outcome-driven, and revenue-conscious discipline.

This leader will balance people leadership, process ownership, and commercial accountability, working closely with Sales, Service Delivery, Finance, and Executive Leadership to maximize customer lifetime value

WHAT Does the Account Management Manager DO?

Team Leadership & Development

• Lead, coach, and mentor Account Managers to ensure consistent performance across customer engagement, retention, and growth objectives
• Set clear expectations, goals, and success metrics for Account Managers aligned to company strategy
• Provide regular performance feedback, coaching, and career development planning
• Foster a culture of accountability, customer advocacy, and continuous improvement

Account Management Strategy & Execution

• Own and evolve the Account Management framework, playbooks, and operating rhythms (QBRs, account planning, escalation management, renewal motions)
• Ensure consistent execution of account planning, stakeholder engagement, and customer health management across all accounts
• Drive a standardized approach to identifying risk, mitigating churn, and managing escalations
• Partner with Customer Success and Service Leadership to ensure seamless customer experiences from onboarding to steady state

Revenue Growth & Retention

• Accountable for net revenue retention and expansion opportunities across the managed book of business
• Coach Account Managers on value conversations, opportunity identification, and expansion strategies
• Collaborate with Sales on cross-sell, upsell, and pricing strategies
• Ensure accurate forecasting, pipeline hygiene, and renewal visibility

Cross-Functional Collaboration

• Act as the primary liaison between Account Management and internal stakeholders (Sales, Professional Services, Support, Finance, and Leadership)
• Advocate internally for customer needs while balancing business priorities
• Support executive-level customer engagements and escalations as required

Process, Tools & Reporting

• Ensure effective use of ConnectWise and account management tools to drive visibility, consistency, and insights
• Define and report on key metrics such as customer health, churn risk, retention, expansion, and engagement
• Identify opportunities to improve scalability, efficiency, and effectiveness within the Account Management function