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Salary: USD 138,000 - 172,000 / annual
New Relic is seeking an Account Manager - Renewals to join their West region team. This is a quota-carrying role focused on securing, retaining, and expanding revenue from existing customers. You will operate within a pod structure alongside Account Executives, Technical Success Managers, and Solutions Consultants, functioning as a secondary seller to drive customer success and revenue growth.
Key Responsibilities:
Drive Revenue & Retention: Partner with Account Teams to support Account Executives through cross-functional collaboration. Conduct whitespace analysis, organize enablement sessions with Technical Success Managers, and identify new growth opportunities. Secure and negotiate renewals with economic buyers, decision-makers, champions, and end-users for direct and partner-managed agreements. Proactively identify at-risk accounts (downgrades, churn, low consumption) and develop mitigation strategies. Grow revenue at renewal and throughout the customer lifecycle by increasing Billable Consumption Metric (BCM) for subscription customers and converting Pay-As-You-Go (PAYG) customers through sub-account prospecting.
Cultivate Customer Success & Adoption: Collaborate with Account Executives on key customer journey moments. Coordinate Customer Business Reviews, contribute to Account Plans, and complete renewal processes and discussions. Support customer onboarding and strengthen product knowledge through account health checks and business value assessment enablement sessions. Advocate for customers and resolve issues by collaborating with Sales, Operations, Customer Solutions, Legal, and Collections.
Strategic Execution & Data Analysis: Effectively communicate company messages and value proposition verbally and in writing. Use analytical skills and data experience to advise strategy, identify industry trends, and inform economic buyers and decision-makers. Maintain accurate customer master records in Salesforce, including buying programs, contract renewal dates, contact information, and sentiment.
Requirements:
- 5+ years of experience in a quota-carrying role, managing renewals, or customer success role, closing large complex time-sensitive software contracts, preferably in SaaS
- Proven ability to build deep, strategic relationships with customer contacts at all levels, including senior leadership and C-Level Executives
- Experience building, analyzing, and interpreting datasets to manage a pipeline for success
- Track record of identifying key customer goals and steering value-based discussions that lead to growth and expansion
- Excellent professional written and verbal communication skills demonstrating relationship-building and collaborative ability
- Experience in time management that yields retaining loyal customers and successfully renewing contracts early and on time
- Experience using and learning new software (G Suite, Salesforce, Salesloft, MS Excel, PowerPoint)
Bonus Qualifications:
- Background in Observability, Application Performance Monitoring, and/or DevOps
- Experience with consumption-based selling and platforms
- Experience with defined sales methodologies (Challenger Sale, Command of the Message, MEDDPICC)
- Contributed to building a scaled Customer Success function
- Project Management certifications (PMP, CSM, CSPO)
Note: Visa sponsorship is not available for this position.
