Account Manager

Your Role: Account Manager

The Account Manager owns a book of roughly 100 customer accounts, with a primary focus on Destination Marketing Organizations (DMOs). You will retain and grow that book through proactive relationship management, product adoption, customer support, and strategic upselling, while prospecting for new opportunities in partnership with your Business Development Representative (BDR). You will execute on established account management strategies and bring insights from the field to help shape our evolving approach.

What you'll do:

Account Management & Growth

• Manage the full lifecycle of a book of approximately 100 accounts, with a focus on DMOs across the East Coast or Mountain territories.
• Build and maintain strong relationships with multiple stakeholders in each account, not just a single point of contact.
• Identify and execute strategic upsell and cross-sell opportunities across CrowdRiff's Platform, Creators, and Content Planner.
• Prospect and qualify new business opportunities in partnership with your BDR.
• Meet or exceed quarterly and annual retention and revenue growth targets.

Customer Success & Support

• Serve as the primary point of contact for customers, resolving questions and escalating support issues quickly.
• Monitor customer health and proactively address churn risk before renewal.
• Partner with support resources to deliver onboarding, training, and value-driven check-ins.
• Demonstrate product value through regular business reviews and relevant success stories.

Portfolio & Pipeline Management

• Maintain accurate CRM records, account plans, and forecasts for renewals and upsells.
• Prioritize time across a large book so that high-value and at-risk accounts get the right level of attention.
• Track performance metrics and report on key account outcomes.

Regional Insights & Collaboration

• Share customer and regional feedback with Product, Marketing, and Support to influence product and go-to-market decisions.
• Participate in beta programs and help customers adopt new features.
• Support advocacy efforts such as case studies, references, and testimonials.
• Represent CrowdRiff at industry events and networking opportunities as needed.

Continuous Learning & Development

• Stay current on CrowdRiff's product capabilities and travel and tourism industry trends.
• Participate in internal training and share learnings with peers to strengthen overall team performance.

Ideally you'll have:

• 3+ years of experience in account management, or as an Account Executive with demonstrated customer success acumen.
• Proven track record of meeting or exceeding retention, upsell, and/or new business targets.
• Experience prospecting, selling, and managing a large book of business (~100 accounts).
• Highly organized, with the ability to prioritize across many accounts in a fast-paced environment.
• Strong written and verbal communication, relationship-building, and presentation skills.
• Comfort handling customer support questions and coordinating resolution with internal teams.
• Ability to interpret customer data and use insights to drive engagement and expansion.
• Experience working cross-functionally with Product, Marketing, Sales, or Customer Success teams.
• Familiarity with the travel, tourism, or DMO industry is an asset.