Account Manager I

The role

The Small Business Account Manager manages a portfolio of 70–90 customer accounts. The role focuses on customer retention, renewals, cross-sell, and upsell.

What you will do

• Manage a portfolio of approximately 70–90 Small Business customer accounts.
• Own the end-to-end renewal process including planning, forecasting, engagement, negotiation, and contract execution.
• Drive Net Dollar Retention by executing cross-sell and upsell opportunities.
• Build trusted relationships with key customer stakeholders.
• Partner with implementation, customer support, and subject matter experts.
• Monitor account health and develop action plans to improve retention.
• Conduct regular business reviews focused on customer value and expansion.
• Maintain accurate account, pipeline, renewal, and forecast data within CRM systems.
• Collaborate cross-functionally to remove customer blockers.
• Meet or exceed renewal, retention, cross-sell, upsell, and revenue performance targets.

Required qualifications

• 2+ years of experience in Account Management, Customer Success, Renewals, or Inside Sales
• Demonstrated success managing a portfolio of customer accounts while achieving retention and revenue growth targets.
• Strong customer-first mindset with the ability to balance customer advocacy and commercial outcomes.
• Experience leading renewal conversations, including pricing discussions, negotiation, and contract execution.
• Proven ability to identify customer needs and uncover expansion opportunities through cross-sell and upsell.
• Excellent collaboration skills with experience working across customer-facing and cross-functional teams.
• Strong communication, organizational, time management, and follow-through skills.
• Comfortable managing multiple priorities in a high-volume, fast-paced environment.

Nice to have

• Experience managing SMB customers in a high-volume SaaS environment.
• Familiarity with SaaS performance metrics, including Gross Revenue Retention (GRR) and Net Dollar Retention (NDR).
• Experience working in a quota-carrying or target-driven commercial organization.
• Knowledge of customer lifecycle management, renewals, and customer success best practices.
• Experience using CRM platforms such as Salesforce.

Benefits

• Medical, dental, and vision coverage
• Retirement savings programs
• Paid time off
• Company holidays
• Wellness initiatives
• Other employee support programs
• Flexible work environment
• Global days of service
• Meeting free days

Before you apply

• Visa sponsorship may be available for select positions based on business needs and specific role requirements.

About the company

Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions. The company helps more than 1 million users and 700,000 board members to clarify risk and elevate governance.