Global Flagship Accounts Manager

Position Summary

The Global Flagship Accounts Manager is responsible for driving customer retention, growth, and long-term success within an assigned portfolio of accounts. This role partners cross-functionally with Sales, Customer Success, Product, and Professional Services teams to deliver exceptional customer experiences while achieving revenue and retention objectives. Success in this role requires strong consultative-selling skills, customer advocacy, business acumen, and the ability to manage complex customer relationships throughout the account lifecycle.

Key Responsibilities

• Serve as the primary point of contact for assigned customer accounts, building trusted relationships with key stakeholders and decision-makers
• Conduct regular business reviews to understand customer objectives, challenges, and opportunities for growth
• Develop and execute account plans that drive customer retention, expansion, and long-term success.
• Drive renewals and identify upsell and cross-sell opportunities across software solutions, subscriptions, and professional services.
• Meet or exceed assigned revenue, retention, and growth targets through proactive pipeline management
• Monitor customer health and proactively address risks that could impact customer satisfaction or retention
• Collaborate with Customer Success and Support teams to resolve issues and ensure a positive customer experience.
• Educate customers on industry trends, best practices, and new product capabilities that support their business goals.
• Maintain accurate sales forecasts, pipeline activity, customer records, and account plans within CRM systems
• Partner closely with Product, Marketing, Solution Engineering, Professional Services, Legal, and Finance teams to align solutions with customer needs
• Gather and communicate customer feedback, market insights, and product enhancement requests to internal stakeholders

Basic Qualifications

• 5+ years of account management or customer growth experience in a SaaS organization
• Experience managing enterprise or strategic customer accounts
• Experience managing customer contracts, renewals, and commercial discussions
• Experience driving account expansion through upselling and cross-selling initiatives
• Experience navigating complex sales cycles, procurement processes, and contract negotiations.
• Proven ability to meet or exceed revenue, renewal, retention, or growth targets.
• Experience using CRM systems such as Salesforce, HubSpot, or similar platforms.

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Communications, or a related field, or equivalent professional experience.
• Experience collaborating across Customer Success, Product, Professional Services, and Sales organizations.
• Strong analytical skills with the ability to interpret customer data, usage metrics, and business performance indicators.
• Familiarity with customer success methodologies and account planning frameworks
• Strong consultative selling, relationship management, and negotiation skills.
• Excellent verbal, written, and presentation communication skills.