{"id":489389,"url":"https://alion.io/job/solutions-by-text-account-manager","title":"Account Manager","company":{"id":45618,"name":"Solutions By Text","domain":"solutionsbytext.com","url":"https://alion.io/company/solutions-by-text","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Marketing","role_family":"Marketing","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"unspecified","remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":58000,"max_usd":126000,"period":"year","method":"global_role_seniority_cell","sample_n":2606},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-03-31T13:16:53Z","employer_posted_date":"2026-08-17","last_verified_at":"2026-10-18T23:28:50Z","board_verified":true,"closed_at":null,"days_open":201,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":200},"description":"Position Overview\nSolutions by Text (SBT) is seeking an Account Manager to own and grow a portfolio of existing customers with a primary mandate of revenue retention and a secondary mandate of account expansion through payments and new messaging use cases.\nThis role is accountable for ensuring customers are operationally successful, commercially retained, and positioned to expand across SBT’s evolving product portfolio-including payments and non-collections use cases such as lifecycle marketing. The Account Manager will manage approximately 50 accounts, partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes.\nThis position blends disciplined account management, data-driven expansion strategy, and cross-functional execution, and is critical to scaling SBT’s customer growth engine.\nKey Responsibilities\n Revenue Retention & Renewal Ownership (Primary Focus)\nOwn revenue retention for assigned accounts, with accountability for renewals, downsell prevention, and churn mitigation.\nProactively identify accounts at risk of contraction or churn using health signals, usage data, and Customer Success inputs.\nDevelop and execute retention action plans in partnership with Customer Success for at-risk accounts.\nLead renewal strategy, including pricing discussions, contract modifications, and value reinforcement tied to customer outcomes.\nMaintain a rolling renewal forecast that clearly identifies:\nRenewal timing\nExpected outcome (flat, upsell, downsell)\nRisk level and mitigation plan\nAssociated ARR impact\nAccount Growth & Expansion (Secondary Focus)\nExecute structured account planning to identify expansion opportunities within existing customers.\nDrive incremental ARR through:\nPayments adoption and volume growth\nExpansion into new messaging use cases, including lifecycle marketing and event-driven communications\nPartner closely with the Payments team to:\nIdentify customers with payment traffic potential\nPosition and introduce SBT payments capabilities\nTrack payment adoption and revenue contribution\nTranslate customer business goals and usage patterns into concrete expansion proposals with clear ROI.\nMaintain an expansion pipeline tied to account plans, renewal cycles, and customer maturity.\nCustomer Program Execution & Outcomes\nDesign and operationalize customer-specific programs that drive:\nProduct adoption\nUsage growth\nEvent-driven revenue\nEnsure customers are successfully launching and scaling new use cases in coordination with Customer Success.\nMonitor program performance and adjust strategies based on results and customer feedback.\nAct as the commercial owner of customer initiatives while Customer Success leads delivery and adoption.\nCustomer Success Partnership & Cross-Functional Collaboration\nOperate in tight alignment with Customer Success, with shared accountability for account health, retention, and growth.\nClearly delineate responsibilities:\nCustomer Success: adoption, onboarding, value realization\nAccount Manager: retention strategy, renewals, expansion, commercial outcomes\nCollaborate effectively with Sales, Payments, Product, Marketing, Partnerships, and Finance to support customer objectives.\nEnsure a seamless handoff and ongoing collaboration between Sales and post-sale teams.\nMeasurement, Forecasting & Process Excellence\nOwn accurate forecasting for renewals and expansion within assigned accounts.\nMaintain high-quality CRM data, including:\nAccount health indicators\nRenewal and expansion opportunities\nForecasted ARR\nTrack and report on key performance indicators tied to retention and growth.\nContinuously improve account management processes to increase scalability, predictability, and customer impact.\nSuccess Metrics\nThis role will be evaluated primarily on retention outcomes, followed by account growth and execution excellence.\nRevenue & Customer Growth\n Revenue Retention (GRR) for assigned accounts\nNet Revenue Retention (NRR) contribution from expansion\nUpsell and cross-sell ARR, with emphasis on:Payments revenue\nNew messaging use cases\n\nOrganic new ARR growth\nEvent-driven revenue generated through customer programs\nAccount Management Performance\nRenewal rate, retention rate and churn reduction\nAccuracy of renewal and expansion forecasts\nHealth and coverage of renewal and expansion pipeline\nEffectiveness of risk identification and mitigation plans\nOperational & Program Effectiveness\nTime-to-launch for new customer initiatives\nAdoption and usage growth of new products and use cases\nConsistency and scalability of account planning and execution.\nValues Alignment\nServe as a trusted partner to customers and internal teams.\nEmbody SBT’s core values:\nWe Are Pioneers - proactively identifying new growth paths for customers\nWe Are Allies - deeply aligned with Customer Success and cross-functional partners\nWe Pursue Excellence - disciplined execution, accountability, and continuous improvement\nIdeal candidate profile\n4-6 yrs Experience in a SaaS software company\n2-4 yrs Experience as an individual contributor with experience in sales, account management or customer success\nExperience with retention, renewals, growing existing accounts\nExperience (texting/payments/industry)An individual with experience in texting or communications is strongly preferred\nAn individual with experience with payments capture and processing is preferred\nAn individual with experience in customer finance, lending, ARM and/or banking is preferred\n\nExperience managing 20-30+ accounts simultaneously\nDemonstrable evidence of success: Solid evidence of achievement against quota or KPIs for several years, including evidence of proactively creating expansion opportunities rather than only responding to inbound requests and identifying and mitigating account risk before it became visible to leadership\nAdministrative CapabilityAbility to read and understand software contracts\nAbility to understand and communicate several pricing models and options\nAbility to lead structured pricing and contract negotiations that protect commercial outcomes without damaging trust\nAbility to build and execute an account plan that prioritizes the highest-value opportunities and risks across a full portfolio, addressing multiple use cases within a business unit and/or additional business units\nAbility to work effectively within Salesforce and other platforms\n\nAttitudinalHungry, looking to grow into a sales role\nAble to build relationships across multiple levels of a customer organization, including economic buyers and executives, not just a single day-to-day contact\nComfortable using usage, adoption, and outcome data to build a value narrative, rather than relying on relationship goodwill alone\nCuriosity\nThick skin, as many customers are trying to get out of or change contracts\nGood administrative skills - must document opportunities and closes effectively\n\nWhat Will Set You Apart\nThe account managers who thrive in this role don’t just maintain their book; they treat it as a growth engine. A few things set them apart:\nOwn outcomes, not just relationships. You’re accountable for retention, renewal quality, adoption, and expansion together, and you don’t hand off a risk or an opportunity until it’s actually resolved.\nSee around corners. Rather than waiting for a customer to raise a need or a risk to become visible, you spot the signal early in usage data, in a stalled conversation, in a shift in the account and act on it before it becomes a renewal problem.\nYou build relationships that don’t depend on one person. You earn access to economic buyers and executives, not just their day-to-day champion, so a renewal or expansion conversation never stalls because one contact went quiet.\nYou make the business case, not just the ask. You can translate adoption data, ROI, and customer outcomes into a value story that holds up in a pricing or negotiation conversation and you do it without burning trust.\nYou run your portfolio like a business, not a to-do list. With roughly 50 accounts, you know which ones matter most this quarter and why, and operate on a proactive cadence rather than reacting to whatever surfaces first.\nGeneral Duties and Expectations\nAdhere to the Company's Code of Conduct/Ethics.\nContribute to the professional culture within the office and the company\nProject a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors.\nSupport the efforts of senior management and sales staff by maintaining business network of contacts as clients change roles and/or companies.\nEnsure security of information in all matters pertaining to company, client, and consumer information.\nAbout Solutions by Text\nSolutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices throughout the United States.\nSolutions By Text is committed to promoting the values of diversity and inclusion throughout the business. 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