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Diligent is seeking an Account Manager I to manage a portfolio of 70–90 small business customer accounts (defined as $0–$100M annual revenue). This role owns the end-to-end renewal process, including planning, forecasting, customer engagement, negotiation, and contract execution. You will drive Net Dollar Retention (NDR) by identifying and executing cross-sell and upsell opportunities, build trusted relationships with key stakeholders, and partner with implementation, support, and subject matter experts to deliver a seamless customer experience throughout the lifecycle.
Key responsibilities include monitoring account health and proactively identifying churn risks, conducting regular business reviews focused on customer value and adoption, maintaining accurate CRM data, and collaborating cross-functionally to resolve customer blockers. You will meet or exceed renewal, retention, cross-sell, upsell, and revenue performance targets.
Required qualifications: 2+ years in Account Management, Customer Success, Renewals, or Inside Sales (preferably SaaS/subscription-based). Demonstrated success managing customer portfolios while achieving retention and revenue growth. Strong customer-first mindset balancing advocacy with commercial outcomes. Experience leading renewal conversations including pricing, negotiation, and contract execution. Proven ability to identify customer needs and uncover expansion opportunities. Excellent collaboration skills across customer-facing and cross-functional teams. Strong communication, organizational, and time-management skills. Comfortable managing multiple priorities in a fast-paced, high-volume environment.
Preferred: experience managing SMB customers in high-volume SaaS environments.
