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Napster is seeking an Account Manager for Direct Sales to own client relationships post-implementation and drive adoption, retention, and expansion across an assigned portfolio of accounts. Founded in 1999 on principles of democratizing access, Napster now builds embodied, multimodal AI agents designed to work alongside employees and customers through video presence, voice, and text.
In this role, you will report to the Head of Account Management and serve as the primary relationship owner for direct clients in your region following go-live. You'll drive adoption during the critical first 2–4 weeks post-launch, tracking usage and resolving onboarding friction. You'll multi-thread across client organizations to build relationships beyond the original champion and protect against churn risk.
Key responsibilities include owning renewal timelines by building renewal cases well ahead of contract end using real usage and value data; monitoring account health and performance against agreed metrics; identifying expansion opportunities and handing qualified leads to Sales with full context; and running quarterly business reviews covering value delivered, usage trends, and changes in the client's business. You'll partner closely with Solutions Engineering, Professional Services, Customer Support, and Sales to keep every account healthy end-to-end, triaging support questions directly where possible and routing technical issues with full context.
Success is measured by Net Revenue Retention (NRR) across your assigned portfolio, gross renewal rate, expansion opportunities sourced, adoption and account-health score trends, and time-to-value during onboarding for newly launched accounts.
The role is highly relationship-driven and requires comfort owning a commercial number (renewal/NRR) without directly running the sales cycle.
Qualifications:
- 5+ years in Account Management, Customer Success, or Client Partnerships within enterprise software or SaaS
- Proven track record of driving renewal and expansion across a portfolio of accounts
- Strong understanding of adoption, usage, and account-health metrics, and how to act on them before they become churn risk
- Experience working cross-functionally with technical delivery teams (implementation, engineering, or professional services)
- Exceptional relationship-building, communication, and stakeholder management skills
- Comfortable owning a commercial number (renewal/NRR) without directly running the sales cycle
