Senior Account Manager, Partner Success - Remote Eligible

Account Manager

Acelab is an innovative technology company in the Architecture, Engineering, and Construction (AEC) industry that's bridging the gap between building product manufacturers and design professionals. Our platform and solutions help streamline workflows, improve decision-making, and drive better outcomes for all stakeholders in the building process.

We are seeking an experienced Account Manager who will be the primary relationship owner for our manufacturing partners, driving customer success, retention, and growth. The ideal candidate is a confident, personable, and professional, with strong customer experience expertise who can manage a high volume of accounts while ensuring each partner maximizes their ROI from our platform.

As the Senior Account Manager at Acelab, you will be responsible for the complete lifecycle management of our manufacturing partner relationships. You'll work closely with our marketing, data, and customer experience teams to deliver exceptional value to our partners while identifying opportunities for account expansion and renewal. This role requires someone who thrives in a fast-paced startup environment and can build strong relationships that drive both customer satisfaction and business growth.

Key Responsibilities:

Account Management & Relationship Building:

• Serve as the primary point of contact for manufacturing partners throughout their entire customer journey
• Build and maintain strong, trusted relationships with key stakeholders across partner organizations
• Conduct regular check-ins, business reviews, and strategic planning sessions with partners
• Proactively identify and address potential issues before they impact customer satisfaction
• Proactively identify upsell opportunities to grow accounts and ARR

Customer Success & Value Realization:

• Ensure partners are successfully onboarded and achieving value from our platform
• Monitor customer health metrics and proactively intervene when accounts show signs of risk
• Collect and analyze customer feedback to drive product improvements and platform enhancements
• Work with partners to establish success metrics and regularly demonstrate ROI
• Collaborate with internal teams to resolve customer concerns quickly and effectively

Growth & Retention:

• Identify upselling and cross-selling opportunities within existing accounts
• Lead renewal conversations and negotiations to maximize account retention
• Develop and execute account expansion strategies based on customer needs and platform capabilities
• Achieve quarterly and annual targets for ARR growth and customer retention

Cross-Functional Collaboration:

• Partner with marketing team to develop customer success stories and case studies
• Work closely with data team to provide partners with meaningful insights and reporting
• Collaborate with customer experience team to ensure seamless partner interactions
• Provide product team with customer feedback to inform roadmap priorities