Account Manager
TypeFull-time job
LocationUnited States
Posted2 hours ago
Position Overview
Solutions by Text (SBT) is seeking an Account Manager to own and grow a portfolio of existing customers with a primary mandate of revenue retention and a secondary mandate of account expansion through payments and new messaging use cases.
This role is accountable for ensuring customers are operationally successful, commercially retained, and positioned to expand across SBT’s evolving product portfolio—including payments and non-collections use cases such as lifecycle marketing. The Account Manager will manage approximately 50 accounts, partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes.
This position blends disciplined account management, data-driven expansion strategy, and cross-functional execution, and is critical to scaling SBT’s customer growth engine.
Key Responsibilities
Revenue Retention & Renewal Ownership (Primary Focus)
Own revenue retention for assigned accounts, with accountability for renewals, downsell prevention, and churn mitigation.
Proactively identify accounts at risk of contraction or churn using health signals, usage data, and Customer Success inputs.
Develop and execute retention action plans in partnership with Customer Success for at-risk accounts.
Lead renewal strategy, including pricing discussions, contract modifications, and value reinforcement tied to customer outcomes.
Maintain a rolling renewal forecast that clearly identifies:
Renewal timing
Expected outcome (flat, upsell, downsell)
Risk level and mitigation plan
Associated ARR impact
Account Growth & Expansion (Secondary Focus)
Execute structured account planning to identify expansion opportunities within existing customers.
Drive incremental ARR through:
Payments adoption and volume growth
Expansion into new messaging use cases, including lifecycle marketing and event-driven communications
Partner closely with the Payments team to:
Identify customers with payment traffic potential
Position and introduce SBT payments capabilities
Track payment adoption and revenue contribution
Translate customer business goals and usage patterns into concrete expansion proposals with clear ROI.
Maintain an expansion pipeline tied to account plans, renewal cycles, and customer maturity.
Customer Program Execution & Outcomes
Design and operationalize customer-specific programs that drive:
Product adoption
Usage growth
Event-driven revenue
Ensure customers are successfully launching and scaling new use cases in coordination with Customer Success.
Monitor program performance and adjust strategies based on results and customer feedback.
Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption.
Customer Success Partnership & Cross-Functional Collaboration
Operate in tight alignment with Customer Success, with shared accountability for account health, retention, and growth.
Clearly delineate responsibilities:
Customer Success: adoption, onboarding, value realization
Account Manager: retention strategy, renewals, expansion, commercial outcomes
Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, and Finance to support customer objectives.
Ensure a seamless handoff and ongoing collaboration between Sales and post-sale teams.
Measurement, Forecasting & Process Excellence
Own accurate forecasting for renewals and expansion within assigned accounts.
Maintain high-quality CRM data, including:
Account health indicators
Renewal and expansion opportunities
Forecasted ARR
Track and report on key performance indicators tied to retention and growth.
Continuously improve account management processes to increase scalability, predictability, and customer impact.
Success Metrics
This role will be evaluated primarily on retention outcomes, followed by account growth and execution excellence.
Revenue & Customer Growth
Revenue Retention (GRR) for assigned accounts
Net Revenue Retention (NRR) contribution from expansion
Upsell and cross-sell ARR, with emphasis on:
Payments revenue
New messaging use cases
Organic new ARR growth
Event-driven revenue generated through customer programs
Account Management Performance
Renewal rate, retention rate and churn reduction
Accuracy of renewal and expansion forecasts
Health and coverage of renewal and expansion pipeline
Effectiveness of risk identification and mitigation plans
Operational & Program Effectiveness
Time-to-launch for new customer initiatives
Adoption and usage growth of new products and use cases
Consistency and scalability of account planning and execution.
Values Alignment
Serve as a trusted partner to customers and internal teams.
Embody SBT’s core values:
We Are Pioneers – proactively identifying new growth paths for customers
We Are Allies – deeply aligned with Customer Success and cross-functional partners
We Pursue Excellence – disciplined execution, accountability, and continuous improvement
Ideal candidate profile
4-6 yrs Experience in a SaaS software company
2-4 yrs Experience as an individual contributor with experience in sales, account management or customer success
Experience with retention, renewals, growing existing accounts
Experience (texting/payments/industry)
An individual with experience in texting or communications is strongly preferred
An individual with experience with payments capture and processing is preferred
An individual with experience in customer finance, lending, ARM and/or banking is preferred
Experience managing 20-30+ accounts simultaneously
Demonstrable evidence of success: Solid evidence of achievement against quota or KPIs for several years, including evidence of proactively creating expansion opportunities rather than only responding to inbound requests and identifying and mitigating account risk before it became visible to leadership
Administrative Capability
Ability to read and understand software contracts
Ability to understand and communicate several pricing models and options
Ability to lead structured pricing and contract negotiations that protect commercial outcomes without damaging trust
Ability to build and execute an account plan that prioritizes the highest-value opportunities and risks across a full portfolio, addressing multiple use cases within a business unit and/or additional business units
Ability to work effectively within Salesforce and other platforms
Attitudinal
Hungry, looking to grow into a sales role
Able to build relationships across multiple levels of a customer organization, including economic buyers and executives, not just a single day-to-day contact
Comfortable using usage, adoption, and outcome data to build a value narrative, rather than relying on relationship goodwill alone
Curiosity
Thick skin, as many customers are trying to get out of or change contracts
Good administrative skills – must document opportunities and closes effectively
What Will Set You Apart
The account managers who thrive in this role don’t just maintain their book; they treat it as a growth engine. A few things set them apart:
Own outcomes, not just relationships. You’re accountable for retention, renewal quality, adoption, and expansion together, and you don’t hand off a risk or an opportunity until it’s actually resolved.
See around corners. Rather than waiting for a customer to raise a need or a risk to become visible, you spot the signal early in usage data, in a stalled conversation, in a shift in the account and act on it before it becomes a renewal problem.
You build relationships that don’t depend on one person. You earn access to economic buyers and executives, not just their day-to-day champion, so a renewal or expansion conversation never stalls because one contact went quiet.
You make the business case, not just the ask. You can translate adoption data, ROI, and customer outcomes into a value story that holds up in a pricing or negotiation conversation and you do it without burning trust.
You run your portfolio like a business, not a to-do list. With roughly 50 accounts, you know which ones matter most this quarter and why, and operate on a proactive cadence rather than reacting to whatever surfaces first.
General Duties and Expectations
Adhere to the Company's Code of Conduct/Ethics.
Contribute to the professional culture within the office and the company
Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors.
Support the efforts of senior management and sales staff by maintaining business network of contacts as clients change roles and/or companies.
Ensure security of information in all matters pertaining to company, client, and consumer information.
About Solutions by Text
Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices throughout the United States.
Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.
Originally posted on Himalayas
Solutions by Text (SBT) is seeking an Account Manager to own and grow a portfolio of existing customers with a primary mandate of revenue retention and a secondary mandate of account expansion through payments and new messaging use cases.
This role is accountable for ensuring customers are operationally successful, commercially retained, and positioned to expand across SBT’s evolving product portfolio—including payments and non-collections use cases such as lifecycle marketing. The Account Manager will manage approximately 50 accounts, partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes.
This position blends disciplined account management, data-driven expansion strategy, and cross-functional execution, and is critical to scaling SBT’s customer growth engine.
Key Responsibilities
Revenue Retention & Renewal Ownership (Primary Focus)
Own revenue retention for assigned accounts, with accountability for renewals, downsell prevention, and churn mitigation.
Proactively identify accounts at risk of contraction or churn using health signals, usage data, and Customer Success inputs.
Develop and execute retention action plans in partnership with Customer Success for at-risk accounts.
Lead renewal strategy, including pricing discussions, contract modifications, and value reinforcement tied to customer outcomes.
Maintain a rolling renewal forecast that clearly identifies:
Renewal timing
Expected outcome (flat, upsell, downsell)
Risk level and mitigation plan
Associated ARR impact
Account Growth & Expansion (Secondary Focus)
Execute structured account planning to identify expansion opportunities within existing customers.
Drive incremental ARR through:
Payments adoption and volume growth
Expansion into new messaging use cases, including lifecycle marketing and event-driven communications
Partner closely with the Payments team to:
Identify customers with payment traffic potential
Position and introduce SBT payments capabilities
Track payment adoption and revenue contribution
Translate customer business goals and usage patterns into concrete expansion proposals with clear ROI.
Maintain an expansion pipeline tied to account plans, renewal cycles, and customer maturity.
Customer Program Execution & Outcomes
Design and operationalize customer-specific programs that drive:
Product adoption
Usage growth
Event-driven revenue
Ensure customers are successfully launching and scaling new use cases in coordination with Customer Success.
Monitor program performance and adjust strategies based on results and customer feedback.
Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption.
Customer Success Partnership & Cross-Functional Collaboration
Operate in tight alignment with Customer Success, with shared accountability for account health, retention, and growth.
Clearly delineate responsibilities:
Customer Success: adoption, onboarding, value realization
Account Manager: retention strategy, renewals, expansion, commercial outcomes
Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, and Finance to support customer objectives.
Ensure a seamless handoff and ongoing collaboration between Sales and post-sale teams.
Measurement, Forecasting & Process Excellence
Own accurate forecasting for renewals and expansion within assigned accounts.
Maintain high-quality CRM data, including:
Account health indicators
Renewal and expansion opportunities
Forecasted ARR
Track and report on key performance indicators tied to retention and growth.
Continuously improve account management processes to increase scalability, predictability, and customer impact.
Success Metrics
This role will be evaluated primarily on retention outcomes, followed by account growth and execution excellence.
Revenue & Customer Growth
Revenue Retention (GRR) for assigned accounts
Net Revenue Retention (NRR) contribution from expansion
Upsell and cross-sell ARR, with emphasis on:
Payments revenue
New messaging use cases
Organic new ARR growth
Event-driven revenue generated through customer programs
Account Management Performance
Renewal rate, retention rate and churn reduction
Accuracy of renewal and expansion forecasts
Health and coverage of renewal and expansion pipeline
Effectiveness of risk identification and mitigation plans
Operational & Program Effectiveness
Time-to-launch for new customer initiatives
Adoption and usage growth of new products and use cases
Consistency and scalability of account planning and execution.
Values Alignment
Serve as a trusted partner to customers and internal teams.
Embody SBT’s core values:
We Are Pioneers – proactively identifying new growth paths for customers
We Are Allies – deeply aligned with Customer Success and cross-functional partners
We Pursue Excellence – disciplined execution, accountability, and continuous improvement
Ideal candidate profile
4-6 yrs Experience in a SaaS software company
2-4 yrs Experience as an individual contributor with experience in sales, account management or customer success
Experience with retention, renewals, growing existing accounts
Experience (texting/payments/industry)
An individual with experience in texting or communications is strongly preferred
An individual with experience with payments capture and processing is preferred
An individual with experience in customer finance, lending, ARM and/or banking is preferred
Experience managing 20-30+ accounts simultaneously
Demonstrable evidence of success: Solid evidence of achievement against quota or KPIs for several years, including evidence of proactively creating expansion opportunities rather than only responding to inbound requests and identifying and mitigating account risk before it became visible to leadership
Administrative Capability
Ability to read and understand software contracts
Ability to understand and communicate several pricing models and options
Ability to lead structured pricing and contract negotiations that protect commercial outcomes without damaging trust
Ability to build and execute an account plan that prioritizes the highest-value opportunities and risks across a full portfolio, addressing multiple use cases within a business unit and/or additional business units
Ability to work effectively within Salesforce and other platforms
Attitudinal
Hungry, looking to grow into a sales role
Able to build relationships across multiple levels of a customer organization, including economic buyers and executives, not just a single day-to-day contact
Comfortable using usage, adoption, and outcome data to build a value narrative, rather than relying on relationship goodwill alone
Curiosity
Thick skin, as many customers are trying to get out of or change contracts
Good administrative skills – must document opportunities and closes effectively
What Will Set You Apart
The account managers who thrive in this role don’t just maintain their book; they treat it as a growth engine. A few things set them apart:
Own outcomes, not just relationships. You’re accountable for retention, renewal quality, adoption, and expansion together, and you don’t hand off a risk or an opportunity until it’s actually resolved.
See around corners. Rather than waiting for a customer to raise a need or a risk to become visible, you spot the signal early in usage data, in a stalled conversation, in a shift in the account and act on it before it becomes a renewal problem.
You build relationships that don’t depend on one person. You earn access to economic buyers and executives, not just their day-to-day champion, so a renewal or expansion conversation never stalls because one contact went quiet.
You make the business case, not just the ask. You can translate adoption data, ROI, and customer outcomes into a value story that holds up in a pricing or negotiation conversation and you do it without burning trust.
You run your portfolio like a business, not a to-do list. With roughly 50 accounts, you know which ones matter most this quarter and why, and operate on a proactive cadence rather than reacting to whatever surfaces first.
General Duties and Expectations
Adhere to the Company's Code of Conduct/Ethics.
Contribute to the professional culture within the office and the company
Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors.
Support the efforts of senior management and sales staff by maintaining business network of contacts as clients change roles and/or companies.
Ensure security of information in all matters pertaining to company, client, and consumer information.
About Solutions by Text
Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices throughout the United States.
Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.
Originally posted on Himalayas
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