{"id":489388,"url":"https://alion.io/job/solutions-by-text-senior-account-manager","title":"Senior 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":"senior","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":82000,"max_usd":172000,"period":"year","method":"global_role_seniority_cell","sample_n":5136},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Salesforce","optional":false}],"status":"closed","first_seen_at":"2026-08-24T10:16:15Z","employer_posted_date":"2026-08-24","last_verified_at":"2026-10-22T15:22:51Z","board_verified":false,"closed_at":"2026-10-22T15:22:51Z","days_open":59,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":59},"description":"Position Overview\nSolutions by Text (SBT) is seeking a Senior Account Manager to own and grow a portfolio of larger, higher-value and more complex customer relationships, 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 noncollections use cases such as lifecycle marketing. The Senior Account Manager will operate with a high degree of autonomy and commercial ownership, partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes.\nThe Senior Account Manager will be expected to successfully navigate complex customer environments involving multiple stakeholders, business units, use cases, and commercial considerations. This position requires a demonstrated history of protecting and growing significant recurring revenue while building durable customer relationships and identifying opportunities for continued expansion.\nThis position blends disciplined account management, data driven expansion, commercial judgment, and cross-functional execution and is critical to scaling SBT’s customer growth engine.\nKey Responsibilities\nRevenue 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, commercial indicators, and Customer Success inputs.\nDevelop and execute comprehensive retention action plans in partnership with Customer Success for at-risk accounts.\nLead complex renewal and commercial discussions, including pricing, contract modifications, and value reinforcement tied to measurable customer outcomes.\nNavigate challenging commercial situations with a high degree of autonomy and sound judgment, engaging internal leadership and cross-functional partners when appropriate.\nBuild relationships across multiple levels of the customer organization and effectively engage senior stakeholders, economic buyers, and decision makers as required.\nMaintain a rolling renewal forecast that clearly identifies:Renewal timing\nExpected outcome (flat, upsell, downsell)\nRisk level and mitigation plan\nAssociated ARR impact\n\nAccount Growth & Expansion (Secondary Focus)\nExecute comprehensive account planning to identify and prioritize expansion opportunities across larger and more complex customer environments.\nDrive incremental ARR through:Payments adoption and volume growth\nExpansion into new messaging use cases, including lifecycle marketing and event-driven communications\nExpansion across additional teams, use cases, and business units where appropriate\n\nPartner closely with the Payments team to:Identify customers with payment traffic potential\nPosition and introduce SBT payments capabilities\nTrack payment adoption and revenue contribution\n\nTranslate customer business goals, usage patterns, adoption data, and measurable outcomes into compelling expansion proposals with clear ROI.\nIdentify expansion opportunities proactively rather than relying primarily on customer initiated requests.\nMaintain a healthy expansion pipeline tied to account plans, renewal cycles, customer maturity, and identified business opportunities.\nDeliver meaningful contribution to NRR and expansion ARR across the assigned portfolio.\nCustomer Program Execution & Outcomes\nDesign and operationalize customer-specific programs that drive:Product adoption\nUsage growth\nEvent-driven revenue\n\nEnsure customers successfully launch and scale new use cases in coordination with Customer Success.\nMonitor program performance and adjust approaches based on results, customer feedback, and changing business requirements.\nAct as the commercial owner of customer initiatives while Customer Success leads delivery and adoption.\nMaintain a strong understanding of each customer’s business priorities, commercial environment, and evolving needs to identify both revenue risk and growth opportunities.\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:Customer Success: adoption, onboarding, value realization\nSenior Account Manager: retention strategy, renewals, expansion, and commercial outcomes\n\nCollaborate effectively with Sales, Payments, Product, Marketing, Partnerships, Finance, and senior leadership to support customer objectives and resolve complex commercial situations.\nEnsure a seamless handoff and ongoing collaboration between Sales and post sale teams.\nExercise sound judgment regarding when additional internal expertise or leadership involvement is required while maintaining ownership of the customer relationship and commercial outcome.\nMeasurement, Forecasting & Process Excellence\nOwn accurate forecasting for renewals and expansion within assigned accounts.\nMaintain high quality CRM data, including:Account health indicators\nRenewal and expansion opportunities\nForecasted ARR\n\nTrack and report on key performance indicators tied to retention and growth.\nMaintain clear visibility into portfolio level revenue risk, expansion potential, and expected commercial outcomes.\nPrioritize time and resources based on revenue impact, customer risk, expansion potential, and business priorities.\nContinuously improve account management processes to increase scalability, predictability, and customer impact.\nLeverage customer experience and account management expertise to identify and introduce enhancements to SBT’s account management practices, leading by example and establishing approaches that can be adopted across the broader team.\nSuccess Metrics\nThis role will be evaluated primarily on retention outcomes, followed by account growth and execution excellence, with expectations reflective of the size, value, and complexity of the assigned customer portfolio.\nRevenue & Customer Growth\nRevenue 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\nOrganic new ARR growth\nEvent-driven revenue generated through customer programs\n\nOverall revenue protected and expanded across the assigned portfolio\n Account 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\nDemonstrated ability to successfully navigate complex renewals and commercial situations\nDepth and durability of customer relationships across multiple stakeholders and levels of the organization\n Operational & 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 executionEffectiveness in prioritizing opportunities and risks across a complex customer portfolio\nValues Alignment\nServe as a trusted commercial partner to customers and internal teams.\nEmbody SBT’s core values:We 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\n\nIdeal candidate profile\n7+ years of relevant experience within SaaS software environments.\n5+ years of experience in an account management or commercial ownership capacity managing complex, enterprise-level customer relationships and significant recurring revenue.\nDemonstrated history of successfully protecting, renewing, and growing substantial books of existing customer revenue.\nStrong record of achievement against retention, renewal, expansion, NRR, GRR, quota, or other relevant commercial KPIs over multiple years.\nExperience managing larger and more complex customer relationships involving multiple stakeholders, decision makers, use cases, and/or business units.\nDemonstrable evidence of proactively creating expansion opportunities rather than relying primarily on inbound customer requests.\nDemonstrated ability to identify and mitigate account risk before it materially impacts renewal or revenue.\nExperience successfully navigating complex renewals, pricing discussions, contract modifications, and challenging customer situations.\nComfortable operating with a high degree of autonomy, accountability, and self direction while knowing when to engage internal leadership and cross-functional partners.\nWhat Will Set You Apart\nIndustry Experience\nDirect experience within SBT’s markets and customer ecosystem is a significant advantage and will differentiate otherwise similarly qualified candidates, including:\nTexting, communications, or CPaaS\nPayments capture and processing\nConsumer finance\nLending\nAccounts receivable management (ARM)\nBanking or broader financial services\nCandidates with exceptional SaaS account management experience in similarly complex customer environments will also be considered.\n\nAdministrative & Commercial Capability\nAbility to read, understand, and effectively navigate software contracts.\nStrong understanding of multiple pricing models and commercial structures.\nAbility to independently lead structured pricing and contract negotiations that protect commercial outcomes without damaging customer trust.\nAbility to build and execute comprehensive account plans that prioritize the highest value opportunities and risks across a portfolio.\nAbility to manage multiple use cases, stakeholders, and business units within complex customer organizations.\nAbility to work effectively within Salesforce and other relevant platforms.\nStrong forecasting discipline and attention to CRM accuracy.\n\nAttitudinal\nCommercially driven with a strong sense of ownership for customer revenue and outcomes.\nSelf-directed and comfortable taking ownership of complex customer and commercial situations.\nAble to build credible relationships across multiple levels of a customer organization, including economic buyers and senior stakeholders.\nComfortable using usage, adoption, financial, and outcome data to build compelling value narratives rather than relying on relationship goodwill alone.\nCurious and proactive in understanding customer businesses and identifying opportunities or risks.\nResilient and comfortable navigating challenging renewal, pricing, and contractual conversations.\nStrong administrative discipline and commitment to accurately documenting opportunities, risks, forecasts, and outcomes.\nDemonstrates sound commercial judgment and knows when to independently drive an issue and when broader organizational involvement is warranted.\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 relatio...","description_format":"text","description_chars":12440,"description_truncated":true,"requirements":{"experience_years_min":7,"management_years_min":5,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Custom Software Development","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-09-06T22:37:10Z"},{"event":"close","at":"2026-10-22T15:22:51Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/solutions-by-text-senior-account-manager","json_url":"https://alion.io/job/solutions-by-text-senior-account-manager.json","meta":{"generated_at":"2026-10-23T21:28:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3564,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":45618},"rest":"https://alion.io/mcp/rest/get_company?id=45618"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsolutions-by-text-senior-account-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsolutions-by-text-senior-account-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsolutions-by-text-senior-account-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/solutions-by-text-senior-account-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsolutions-by-text-senior-account-manager"}]}