Digital Customer Growth Account Manager

We are seeking a Digital Customer Growth Account Manager (CGAM) to manage a high-volume portfolio of approximately 150 customer accounts in a digitally-led customer segment.

This role focuses on driving renewals, mitigating risk, and improving the customer journey through data-driven insights and scaled programs.

The Digital CGAM will operate with a high degree of independence, leveraging digital channels—including email, our customer journey hub, and in-app notifications—to deliver exceptional customer experiences without traditional meeting cadences.

Key Responsibilities


* Renewals Management (50%)
+ Own and process renewals for assigned accounts, averaging 30 opportunities per quarter.
+ Apply strong negotiation skills to secure timely and favorable renewal outcomes.
+ Accurately forecast renewals several quarters in advance by leveraging customer activity and usage data, customer meetings, and scaled programs.
 


* Inbound Request Handling (20%)
+ Respond promptly to customer inquiries guide customers to resolution through internal channels.
+ Demonstrate self-sufficiency in triaging concerns, including licensing issues, coordinating technical support resources, and guiding customers to documentation.
 


* Risk & Growth Discovery (20%)
+ Review and analyze account data to identify risks early and implement mitigation strategies.
+ Discover upsell opportunities and collaborate on scaled programs to enhance engagement.
+ Drive adoption and success through Customer Journey Hub initiatives.
 


* Account & Contact Administration (10%)
+ Maintain accurate account and contact data in CRM and related systems.
+ Ensure data integrity to support reporting and decision-making.

Tools & Technology Experience


* Customer Success Platforms: Gainsight, EverAfter (Customer Journey Hub)


* CRM Systems: Salesforce, Gainsight, or equivalent


* Analytics & Reporting: Excel, BI tools (e.g., Tableau, Power BI)


* Communication Tools: Email, in-app messaging, or other digital engagement platforms


* Knowledge Management: ServiceNow, learning management systems, or other internal documentation systems/resource libraries

Qualifications


* Experience:
+ 2+ years in Customer Success, Account Management, Renewal Management, or similar roles, preferably in a SaaS or digital-first environment.
+ Experience leveraging technology to find meaningful insights about customer expansion and risk signals and engage customers at scale.
+ Proven track record with on-time renewal closure and improved renewal rate over time.
 


* Skills:
+ Strong analytical ability to interpret data and improve the digital customer journey.
+ Excellent written communication for digital engagement.
+ Proven negotiation skills for renewal co...