Note: The job is a remote job and is open to candidates in USA. ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The Account Manager is a senior-level, quota-carrying position responsible for the health, retention, and aggressive expansion of critical commercial and eRetailing accounts.
Responsibilities
- Quota Attainment: Carry and exceed a formal quota composed of both Renewal Revenue (GRR) and Expansion (NRR) within your assigned commercial accounts
- Land & Expand Strategy: Identify "white space" within current customers to expand Community Verification products, and drive growth via UX changes
- Upsell Execution: Lead the end-to-end sales cycle for expansion opportunities, from initial discovery to contract amendment and closing
- Lifecycle Management: Proactively manage the renewal process starting 180 days out, ensuring zero "dark" periods or budget lapses
- Churn Mitigation: Identify "at-risk" accounts early by monitoring usage health, program performance, and organizational changes (e.g., e-commerce leadership turnover or marketing budget shifts)
- Contract Negotiation: Navigate complex commercial procurement hurdles and vendor management processes to secure multi-year renewals and "sticky" master service agreements
- Executive Alignment: Maintain and deepen relationships with key decision-makers in the procurement process, specifically targeting e-commerce, MarTech, and performance marketing personas to ensure our solution remains a top-tier budget priority
- Executive Business Reviews (EBRs): Lead high-impact EBRs that translate technical performance data into customer acquisition ROI, conversion rate optimization, and overall business objectives
- Voice of the Customer: Act as a strategic liaison between commercial clients and our Product team, providing feedback to product development teams to influence the roadmap based on retail-specific needs
Skills
- 5+ years of experience in a quota-carrying account management, customer success, or 'hunter' sales role
- Deep knowledge of e-commerce, MarTech, and performance marketing personas and budgets, with a preference for experience working with customers in apparel, consumer electronics, home goods, and/or sports and outdoors segments
- A year-over-year track record of achieving quota, hitting retention targets, and being recognized as a top performer
- Experience managing portfolios and closing opportunities with ACVs ranging from $100k to $1m on 6 to 12 month sales cycles
- Ability to navigate complex retail organizations and holding companies, maintaining account stability during executive transitions
- Skilled at looking at a massive internet retailer and mapping out a multi-year growth plan to capture every available brand and subsidiary
- Experience working closely with internal teams, including Marketing, Solutions Consulting, and Customer Success, to ensure customer satisfaction and success
- Comfortable working for a team in a startup at a growth stage; you possess an entrepreneurial personality capable of effectively solving problems with minimal guidance
- Superb planning and time management skills with the ability to understand customer pains and provide effective solutions to meet their business objectives
Benefits
- Comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts)
- Basic and voluntary life and AD&D insurance
- 401(k) with company match
- Parental leave
- Ability to participate in unlimited paid time off subject to the terms and conditions of the PTO policy, including 8 company wide holidays
- Short and long-term disability insurance
- Accident and critical illness insurance
- Referral bonus policy
- Employee assistance program
- Pet insurance
- Travel assistant program
- Wellbeing and childcare discounts
- Benefit advocates
- A learning and development benefit
Company Overview