Enterprise Account Manager

What You'll Do

• The Account Manager is responsible for owning the full post-sale lifecycle for a set of customers from the moment they sign through their renewal.
• This role blends onboarding ownership with long-term account management.
• You will guide customers through setup, launch, early adoption, and ongoing success, ensuring they achieve fast time-to-value and remain successful and retained customers.
• You will run structured onboarding for the first 60 days, then continue as the primary relationship manager responsible for adoption, sentiment, value realization, renewal readiness, and churn prevention.
• You will identify risks early, build multi-threaded relationships, run health reviews, and execute a consistent renewal playbook.
• This is a hands-on role for someone who loves helping customers win, shaping process, and driving measurable retention outcomes.

Customer Onboarding Ownership (First 60 Days)

• Act as the single-threaded owner for every new customer during onboarding.
• Run kickoff calls, define success criteria, align on use cases, and ensure a clean sales-to-onboarding handoff.
• Guide customers through setup, integrations, configuration, and go-live.
• Manage timelines, remove blockers, and keep customers moving to activation.
• Teach users how to use Zocks with live trainings, walkthroughs, and simple enablement content.
• Ensure a smooth post-onboarding transition while staying on as the ongoing account owner.

Adoption and Value Realization

• Drive user activation and usage across key product features.
• Monitor customer engagement signals including meeting volume, utilization, integration completion, and workflow setup.
• Run scheduled check-ins to reinforce value, highlight wins, and review progress.
• Build repeatable playbooks for increasing adoption and correcting early usage gaps.
• Partner with Product and RevOps to share insights on customer needs and feature impact.

Churn Prevention and Account Health

• Own Gross ARR Retention and renewal outcomes for your book of business.
• Maintain clear visibility into account health using dashboards, health scores, and engagement metrics.
• Identify churn risks early and execute save plays including sentiment resets, retraining, and workflow redesign.
• Document risks and escalate where necessary with clear recommended actions.
• Ensure ongoing alignment with customer goals and continuously reinforce ROI.

Renewal Management (120 days leading up to renewal)

• Own renewal preparation, forecasting accuracy, and timely execution.
• Run structured renewal processes including usage reviews, performance summaries, and value recap meetings.
• Confirm contract terms, seat counts, and pricing ahead of renewal cycles.
• Manage renewal negotiations directly with customers and ensure renewal approval happens on time.
• Maintain renewal documentation in Salesforce with clean, complete data.

Cross-Functional Alignment

• Partner with Sales to ensure a smooth handoff at contract signature and clarity on success outcomes.
• Work with Product on implementation feedback, customer asks, and adoption blockers.
• Collaborate with RevOps to improve onboarding and retention reporting, health scoring, and automation.
• Work with Support for escalations and ensure customers understand engagement paths after onboarding.

Operational Excellence

• Document customer configurations, onboarding progress, known risks, and adoption milestones.
• Update onboarding and renewal playbooks based on learnings and patterns from your accounts.
• Identify opportunities for automation or simplification in workflows, templates, and customer communication.
• Own accuracy and upkeep of notes, tasks, and renewal data across Salesforce and internal tools.