Senior Account Manager

About the Team

The Zamp Customer Success organization is dedicated to building lasting partnerships with our customers by delivering exceptional support, guidance, and measurable value. Our Account Management & Support team plays a critical role in driving customer satisfaction, retention, and growth. We work cross-functionally to ensure every customer realizes the full potential of Zamp’s solutions.

What You’ll Do

As a Senior Account Manager, you will own a portfolio of strategic accounts with a core focus on protecting and growing your book of business — driving renewals, identifying upsell opportunities, and staying ahead of customer risk through proactive relationship management and data-informed insight.

You’ll also serve as a senior resource across the broader account management function, acting as an escalation point for complex customer issues and helping elevate the team’s ability to deliver consistent, high-quality support at scale.

Responsibilities

• Own the full renewal cycle for your account portfolio, from early risk identification through negotiation and close, with a focus on minimizing churn and improving net revenue retention.
• Identify and pursue upsell and expansion opportunities within your book of business, partnering with Sales where needed but owning the motion end to end.
• Maintain a real-time understanding of account health across your portfolio using usage data, support trends, and customer feedback — escalating risk proactively and driving mitigation plans before churn becomes likely.
• Serve as a senior escalation point for complex customer issues, ensuring timely resolution and a high-quality experience.
• Manage and respond to support requests from customers across your book of business, maintaining SLA adherence and clear communication throughout.
• Design and contribute to account management and support processes, playbooks, and best practices that drive consistency and scalability.
• Partner with Sales, Product, Compliance, and Operations teams to surface customer feedback that influences product priorities and identify expansion opportunities.
• Champion the voice of the customer across the organization to continuously improve the Zamp experience.

Who You Are

A customer-obsessed, solutions-oriented professional who is equally comfortable managing executive relationships and rolling up your sleeves to resolve a tricky support issue. You bring structure to ambiguity, communicate clearly under pressure, take ownership of outcomes end to end, and are comfortable owning a number and motivated by hitting it.

Minimum Requirements

• 5+ years of experience in Account Management, Customer Success, or related customer-facing roles, with demonstrated experience handling support or operational functions.
• Proven track record of driving retention and expansion within a SaaS or technology organization.
• Strong understanding of customer success principles and subscription-based business models.
• Experience managing the full renewal cycle, handling escalations, and navigating complex customer situations.
• Experience using CRM and customer success tooling (e.g. HubSpot, Salesforce, Intercom, or similar) to manage pipeline, track health scores, and document account activity.
• Excellent communication, presentation, and relationship management skills.
• Comfortable working cross-functionally and influencing without authority.
• Bachelor’s degree in business or a related field preferred.