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Mosaic AI is an enterprise AI platform purpose-built for technical support in multi-product companies. The platform unifies customer, product, and support context across a company's systems and acts on it throughout the case lifecycle—automating routine work and escalating to human experts when needed. Built on 100+ deep integrations, Mosaic runs products in production including Self-Service, Knowledge, Triage, Assist, Intelligence, Alerting, and QA, all sharing a common foundation. The platform includes a no-code Agent Builder for designing and deploying agents with governance and traceability, and a Customer Context Model that routes recurring issues and account risk to the right teams.
You will own expansion strategy and execution across the existing customer base. This is a highly entrepreneurial role where you'll consult directly with executives at enterprise accounts, understand how their business operates, and identify where Mosaic can solve their next critical problem. You'll own both strategy and execution for growing revenue within existing logos, pulling in internal resources—solutions engineering, R&D, marketing—as needed.
Key responsibilities include managing and growing a portfolio of enterprise customers; driving expansion through new module adoption and cross-department penetration; building value cases from customer data to lead consultative, outcome-focused conversations with business and technical leaders; running multi-threaded expansion and renewal cycles with clear stakeholder alignment; partnering with Customer Success to ensure customers achieve measurable value; working with Product and Marketing to refine positioning and go-to-market strategy based on account insights; forecasting expansion opportunities accurately and maintaining high renewal rates; and helping establish the account management playbook with potential to grow into a leadership role as the team scales.
You will be expected to demonstrate executive presence in meetings with VPs and CFOs, owning the agenda and ensuring clear next steps. You'll think in terms of bookings, net retention, and forecast accuracy. You'll use AI daily to work faster and bring that fluency into Mosaic's processes. You'll have deep product knowledge—understanding what Mosaic can do at a level most reps never reach—and use that depth to push customers toward the edge of what's possible for them. You'll also be able to clearly articulate the competitive landscape: what customers could build themselves, what incumbents offer, and where Mosaic is the only option that moves their business metrics.
REQUIREMENTS:
- 5+ years in Account Management or Expansion Sales within B2B SaaS
- Track record of driving upsells, renewals, and multi-threaded deal cycles
- Experience building business cases or ROI models from customer data
- Strong business acumen and comfort engaging executive stakeholders
- Entrepreneurial mindset: preference for building processes rather than waiting for them to be handed to you
- Experience selling AI, automation, or technical SaaS products is a plus
