Account Manager, AMER (Remote)

<h3><strong>About</strong><a href="http://customer.io"><strong> </strong><strong>Customer.io</strong></a></h3> <p>Over 9,000 companies, from scrappy startups to global brands use our platform to send billions of emails, push notifications, in-app messages, and SMS every day.<a href="http://customer.io"> Customer.io</a> powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.</p> <h3><strong>About the role</strong></h3> <p>Hi, I'm <strong>Tijani Jackson</strong>, Manager of Account Management at<a href="http://customer.io"> Customer.io</a>, and I'm looking for an Account Manager to join our North America’s Team. This is a revenue ownership role - you'll manage a portfolio of mid-market and enterprise accounts, driving renewals, identifying expansion opportunities, and building the kind of relationships that make customers want to grow with us. You'll be part of a tight-knit team and a key commercial voice for the accounts you own.</p> <p><strong>This role is open to candidates based in the US or Canada only.</strong></p> <h3><strong>What we value</strong></h3> <ul> <li>Commercial ownership: you treat your book of business like it’s yours, because it is. You spot opportunities and challenges early, bring thoughtful recommendations to your manager, and take accountability for results</li> <li>Forecasting discipline and data-driven decision-making, not gut feel</li> <li>Multi-threaded relationships — you build trust across the org, not just with one champion</li> <li>Expansion through value, not feature gates or mechanical levers</li> <li>Close partnership with Customer Success — you see CS as a collaborator, not a handoff</li> </ul> <h3><strong>What you'll do</strong></h3> <ul> <li>Own the full commercial strategy for a portfolio of mid-market and enterprise accounts — renewals, expansion, and churn mitigation</li> <li>Drive growth by helping customers adopt<a href="http://customer.io"> Customer.io</a> more strategically, identifying new use cases and articulating ROI clearly</li> <li>Forecast renewal and expansion pipeline accurately with a clear, repeatable methodology, maintaining strong CRM hygiene and reliable pipeline data</li> <li>Proactive pipeline generation and multi-threaded relationships - you actively uncover growth opportunities and build trust as a commercial advisor across the org, not just with one champion</li> <li>Partner closely with Customer Success on account health and with Sales on expansion deals</li> <li>Own commercial negotiations, navigate objections and complex deal cycles, and drive renewals and expansions to close, partnering with Legal, Finance, and other internal teams as needed</li> </ul> <h3><strong>What we're looking for</strong></h3> <ul> <li>3+ years in Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number (5+ years preferred)</li> <li>Experience managing $5m ARR, predominantly in the MM space</li> <li>Proven ability to grow customer spend outside of overages or true-ups — genuine expansion through adoption and value articulation</li> <li>A forecasting methodology you can walk through clearly — it doesn't need to be a named framework, just logic you own</li> <li>Comfortable pulling usage data, tracking health scores, and building your own dashboards</li> <li>Strong communicator — clear and persuasive with both technical and non-technical stakeholders</li> <li>Based in the US or Canada</li> </ul> <h3><strong>Compensation &amp; Benefits</strong></h3> <p>We believe in transparency. Starting salary for this role is $90,000 base + $39,000 variable = $129,000 OTE USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.</p> <p>We know our people are what make us great, and we're committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including <strong>100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family</strong>. We also offer <strong>16 weeks paid parental leave, unlimited PTO</strong>, stipends for remote work and wellness, a professional development budget, and more.</p> <p><a href="https://customer.io/careers#:~:text=our%20collective%20success.-,BENEFITS,-Our%C2%A0">See full benefits here →</a></p> <h3><strong>Our Process</strong></h3> <p>No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.</p> <ol> <li>30-minute video call with a Recruiter</li> <li>45-minute video call with the Hiring Manager</li> <li>Take-Home Assignment</li> <li>1-hour Assignment Review Call with the team</li> </ol> <p>All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.</p> <h3><strong>Join us!</strong></h3> <p>Check out our<a href="https://customer.io/careers/"> careers page</a> for more information about why you should<a href="https://customer.io/about/"> come work with us!</a> We believe in empathy, transparency, responsibility, and, yes, a little awkwardness. If you're excited by what you read — apply now.</p>