The Account Manager serves as a liaison between A2 and customers, serving as the primary point of contact for assigned accounts and responsible for building strong, long?term relationships with customers, ensuring customers realize the value of Acumen, and driving retention and growth across the customer lifecycle. The AM guides customers through implementation, onboarding, adoption, renewal, and expansion while partnering closely with cross?functional teams to deliver an exceptional customer experience.
Core Responsibilities
Serve as the primary point of contact for assigned customers, owning the overall relationship and customer experience from onboarding through postimplementation.
Drive ongoing adoption and value realization of Acumen by aligning platform capabilities to customer goals and KPIs.
Lead regular customer check-ins, business reviews, and renewal conversations, proactively identifying risks, and opportunities.
Partner with Customer Success, Support, Product, and Sales to resolve issues, communicate roadmap updates, and share customer feedback.
Identify and qualify expansion opportunities (additional users, modules, or use cases) and collaborate with Sales on execution.
Understands how to run a revenue pipeline with a book of business.
Monitor account health using engagement, usage, and outcome metrics to proactively address churn risk.
Performance Expectations
Renewals and Growth: contribute to GRR by being responsible for a book of business that includes sales, renewals, upselling, and expansion.
Adoption & Usage: ensure adoption and ongoing usage throughout associations.
Customer Contact: maintain ongoing contact with a portfolio of customers.
Required Qualifications
Experience:
3-5+ years of experience in Customer Success, Sales, Account Management, or a related client-facing role, ideally within a SaaS environment.
Strong communication, presentation, and relationship?building skills.
Demonstrated success in driving account growth, renewals, and revenue targets across a book of business.
Proactive problem?solver. Ability to manage multiple accounts and priorities.
Experience with CRM, customer success platforms, or SaaS analytics tools.
Background in onboarding, technical training, or consulting.
Ability to interpret customer data and product analytics.
Technical / Functional Skills:
Knowledge of data analytics platforms, BI tools, or insights driven platforms.
Intermediate or basic Power BI skills / Experience in B2B or enterprise SaaS.
Key Competencies:
Customer Relationship and Outcome Orientation.
Sales and Revenue Growth.
SaaS Account & Renewal Management.
Analytical & Consultative Problem Solving.
Preferred (if applicable):
Experience working with associations, or membership centric organizations.
At Association Analytics, we help associations harness the transformative power of data analytics, enabling them to do more than they've ever imagined. Member Engagement. Event Planning. Revenue Generation. Everything that an association does can be done better with our market-leading Acumen data analytics platform.
With Association Analytics and Acumen, associations act on what they know, not what they think they know. We deliver actionable data and insights that drive revenue and advance your mission. And we are here to help you every step of the way, from big picture thinking about your long-term analytics strategy to the nuts and bolts of data best practices and seamless implementation.
Associations are unique; helping them get more out of their data is our passion—and expertise. We understand how associations work because we only work with associations. Our team has an extraordinary level of experience and a well-known commitment to customer service. When we partner with you, your mission is our mission. That’s why we provide extensive learning tools to help you succeed beyond expectations.
