Senior Account Manager, Commercial

About the Team 

Our Commercial Account Management team is a group of curious, driven advisors who believe that growing together makes everyone better and that our customers feel it when we show up. We own the full customer relationship: renewals, expansions, and every moment in between. We share playbooks, champion each other's accounts, and bring genuine curiosity to the craft of account management. Whether it's a podcast, a case study, or a debrief on a tough renewal, we're always learning. We celebrate wins together, hold each other accountable, and show up as true ambassadors for Outreach, inside and outside the building. 

The Role 

The primary purpose of the Account Manager is to retain current customers and identify opportunities to grow or expand their presence and usage across the platform. This role is responsible for driving value and adoption within an assigned territory of customers, primarily in our Commercial segment. You are responsible for managing the relationship with current customers, including contract renewals, identifying expansion opportunities, and managing the sales cycle for those expansions. Additionally, you are responsible for driving platform adoption, assessing the overall health of a customer's engagement with Outreach, and providing strategic insight and guidance to customers aligned with their goals. Your primary points of contact within existing customers will include both above-the-line contacts (CRO, COO, CEO, CFO, and CISO) and below-the-line contacts (System Administrators, GTM Leaders, Marketing and Content, Revenue Operations, etc.). Key performance indicators include, but are not limited to, customer retention and renewal targets, net revenue retention, expansion quota attainment, renewal forecast quality and accuracy, platform utilization and adoption, and customer sentiment. We expect you to act as trusted advisors to the Revenue Office for your customers and to provide guidance throughout the customer's journey. 

Elite revenue teams are rethinking how they manage and grow customer relationships, and you'll be the one who shows them the way forward. We're an AI-forward team, embedding AI across our own workflows and bringing that same mindset to every customer conversation. We're looking for AMs with a growth mindset who use AI to surface signals, act on insights, and drive adoption with confidence.