Manager, Customer Account Management

Job Title: Manager, Customer Account Management

Location: New York City/Hybrid

The Mission: Why accessiBe?

The internet was designed to be open to everyone, but for people with disabilities, it remains full of barriers. At accessiBe, we are changing that. We are the market leader in AI-powered web accessibility solutions, and we are on a mission to make the internet inclusive, one line of code at a time.

We are looking for a Manager of Account Management who isn’t just looking for a "job," but wants to lead a team that is driving real social change while crushing commercial goals. If you are a data-driven coach who thrives on NRR, loves the thrill of the upsell, and knows how to turn a customer into a raving fan, we want to talk to you.

The Role: Coach, Strategist, & Revenue Driver

As our new Manager of Customer Account Management, you will lead a team of talented Account Managers responsible for the entire post-sale lifecycle. This isn't just a "check-in" role; this is a high-impact commercial leadership position.

Your team owns the relationship, the renewal, and the revenue. Your job is to empower them to win. You will be the architect of retention strategies, the "closer" on complex negotiations, and the mentor who helps your reps level up their careers.

What You’ll Do (Responsibilities)

1. People Leadership & Coaching

• Build the Bench: Recruit, hire, and train world-class Account Managers.
• Coach to Win: Conduct weekly 1:1s, listen to calls, and provide actionable feedback. You aren’t just managing numbers; you are managing people and their professional growth.
• Culture Creator: Foster a high-energy, collaborative environment where wins are celebrated loudly, and challenges are tackled together.

2. Drive NRR (Net Revenue Retention)

• Protect the Base: Oversee renewal forecasts with eagle-eyed precision. You will help your team identify churn risks early and deploy "save plays" to keep customers on board.
• Expand the Footprint: Drive a culture of expansion. You will guide your team on how to identify cross-sell and upsell opportunities, ensuring our clients utilize the full accessiBe ecosystem.
• Forecasting: Own your number. You will report on team performance (NRR, GRR, Expansion) to leadership with transparency and accuracy.

3. Customer Experience Excellence

• Executive Sponsorship: Serve as the escalation point for key accounts. When the stakes are high, you step in to provide confidence and solutions.
• Value Realization: Ensure your team is moving beyond "support" and into "success," helping customers understand the ROI and impact of web accessibility.

What You Bring to the Table

• The Experience: 3 years of experience managing Account Management or Customer Success teams in a B2B SaaS environment. You’ve been there, carried the bag, and know what it takes to hit a quota.
• The Commercial Mindset: You speak the language of SaaS metrics fluently (NRR, GRR, Churn, ARR). You understand that a happy customer is a growing customer.
• The Leadership Factor: You practice servant leadership. You lead from the front, willing to jump on a call to help a rep close a deal or de-escalate a situation.
• The Agility: We are a fast-moving company. You are comfortable with ambiguity, can pivot strategies quickly, and view change as an opportunity, not a hurdle.
• The "It" Factor: Excellent communication skills, high emotional intelligence (EQ), and a genuine passion for diversity and inclusion.

Why You’ll Love Working Here

• Impact: Your work directly contributes to making the internet accessible for people with disabilities. That’s a "why" you can wake up for every morning.
• Growth: We are scaling fast, and so are the opportunities for career advancement.
• The Vibe: We work hard, but we don't take ourselves too seriously. Expect a collaborative culture, open doors, and a team that actually likes each other.
• The Perks: Competitive Salary Uncapped Commission, Equity, Comprehensive Health Benefits, Generous PTO.