Strategic Account Manager

(This is for a RevPilots' client)

Strategic Account Manager (SAM) - NYC

Compensation: $112,000–$140,000 base | $150,000–$180,000 OTE

Location: New York, New York

Team: Customer Success

About Our Client

Consumer-focused businesses have more data than ever and less clarity than ever. Research dies in decks, syndicated dashboards say what happened but never why, social tools produce feeds instead of decisions, and generic AI answers fluently without citations, permissions, or context. Our client is the consumer intelligence platform that connects everything a brand knows – internal research, syndicated data, live consumer and market signals – into one living, cited source of truth. Insights, brand, and innovation teams at enterprise consumer companies use the platform to answer in minutes what used to take a quarter, with every answer grounded in evidence they can defend to their CFO.

Their thesis is simple: the model is not the moat – the memory is. Every company can rent the same frontier AI. What determines answer quality is the governed, permissioned, continuously updated knowledge layer around it, and that's what they build. It's why the platform gets approved by the legal and security teams that have killed every other AI tool a brand has tried – and why the product compounds in value the longer a customer uses it.

Our client just closed a $14M seed round, spent a year in stealth as an engineering-heavy team, and is now building out the go-to-market org. They've proven the product with Fortune 500 clients across beauty, food & beverage, CPG, retail, travel, restaurants and technology. Now they're expanding – and hiring the people who will own those accounts.

About the Role

The Strategic Account Manager owns implementation, success, retention, and expansion across a portfolio of enterprise accounts. Brand Account Managers (BAMs) own the commercial relationship through the pilot and signed contract. During the pilot, the SAM assists – getting the client to value early and laying the groundwork for a clean transition – but the BAM holds the relationship until close. Once an account converts to enterprise, the SAM takes over day-to-day ownership: implementation, adoption, churn prevention, and expansion.

This is a product-oriented role, not a support function. You are the glue between the client and our client's engineering and product teams. You translate what a client is trying to accomplish into how the platform gets deployed inside their organization, and you translate what you learn on the ground back into the product. The best people in this role think like a product manager who happens to own a book of enterprise accounts: they instrument adoption, find the friction, and remove it.

These deployments aren't small. A single account can put the platform in front of tens to hundreds to thousands of executives and operators – from the C-suite to category managers to field teams – and the SAM is asking them to work in a fundamentally new way, replacing lagging, backward-looking reporting with real-time consumer intelligence. That's a genuine change-management challenge, not a rollout checklist. Earning trust at that scale, with that level of stakeholder, requires an SAM who can operate as a true engagement expert: someone who is equally credible walking a VP through a business case, debugging a data integration with an engineer, and coaching a frontline user through their first workflow. Think of this as a masterclass discipline – engagement support, technical support, product expertise, and execution excellence, held to one bar, by one person.

A large part of the job is building the workflows clients actually run. The platform's value compounds when a client's recurring research and intelligence processes are captured, validated, and built into it. You will sit with clients, understand how their teams work, spec and validate requirements from the field, and help turn them into in-app workflows and recommendations they rely on – the kind of embedded, durable value that makes the platform hard to walk away from.

You will manage a portfolio of enterprise accounts across a range of contract sizes, against real SLAs and health metrics. And because the company is early, you will help build the function itself – the playbooks, the onboarding motion, and eventually the team.

What You'll Do

• Own a portfolio of enterprise accounts post-close, accountable for implementation, adoption, retention, churn prevention, and expansion
• Assist BAMs during the pilot phase – driving early adoption and proving value – to set up a clean transition at close, while the BAM holds the relationship
• Run the implementation and onboarding motion for new enterprise clients, from kickoff through to full deployment across the client organization
• Serve as the client's primary technical point of contact: troubleshoot data and integration issues, understand the platform deeply enough to diagnose problems before escalating, and know when a question is a training gap versus a real product issue
• Spec and validate customer requirements from the field, and help translate them into in-app workflows and recommendations clients rely on
• Instrument and monitor account health, identify churn risk early, and act before it escalates
• Hold accounts to SLAs and clear success criteria grounded in the client's business objectives, not platform metrics alone
• Own how client feedback lands with product and engineering – translating field requests into clear requirements, triaging them, and managing both the SLA on those requests and expectations back to the customer (handling people well is central to this)
• Build and deepen relationships across the client organization throughout the engagement – not just at implementation, but continuously, as the platform becomes embedded in how their teams work
• Identify and develop expansion within your book – additional seats, new use cases, adjacent teams – and partner with the BAM to bring them to close
• Help build the customer experience function – the playbooks, onboarding standards, and, over time, the team

Who You Are

• You have spent meaningful time on the customer experience, implementation, or success side of enterprise software, and you have led teams doing that work. You know what it takes to stand up a large enterprise account and keep it healthy. You are as comfortable in a technical conversation as a commercial one, and you are energized by the shift toward AI-native, automated workflows.
• 5 to 8 years in customer experience, implementation, deployment, or enterprise customer success
• Experience with large, high-ACV enterprise accounts (including $1M deployments) – you will work across a range of contract sizes and need to be credible at the top end
• Experience leading teams delivering implementation, onboarding, deployment, or success work – you have managed people, not just accounts
• Track record of driving adoption, retention, and expansion, with real accountability for churn prevention and account health against SLAs
• Comfortable operating as the bridge between business and engineering – you can hold your own with a product team and translate technical capability into value for non-technical users
• Familiar with how platforms actually get built and how technical roadmaps work – you can navigate the gap between shipped capability, roadmap, and what's been sold, and set honest expectations in a fast-moving AI landscape
• Future-forward on how software gets built and used: you understand how data flows through enterprise systems, how teams are putting AI workflows to work in real operations, and you follow emerging AI frameworks and capabilities with genuine curiosity
• Ability to learn a platform quickly and turn its capabilities into workflows clients rely on
• Strong organizational and prioritization skills – you will manage multiple accounts at different stages at once and decide where your time is best spent
• Comfortable building credibility with VP- and C-level stakeholders over time
• Clear, structured communicator in writing and in person
• Experience turning an at-risk account around and seeing it through – saves matter as much as wins

Why This Opportunity

• You will own a portfolio of enterprise relationships and be directly accountable for how they grow
• You will help build the customer experience function from an early stage, not inherit someone else's playbook
• Our client is early with demonstrated traction – household-name Fortune 500 brands across food & beverage, apparel, and consumer goods are already on the platform
• The BAM and SAM model is designed for genuine collaboration – you are brought in early and have a clear counterpart on the commercial side
• $112,000–$140,000 base with $150,000–$180,000 OTE, commission on renewals and expansions, equity, and comprehensive benefits including health, dental, vision, 401k, home office stipend, and flexible PTO

Candidates are encouraged to apply even if they do not meet every qualification. Research shows candidates from underrepresented groups are more likely to self-select out of processes they are qualified for – please do not do that.

Our client is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristics.