Senior Account Manager (Mid-Market)

CloudTalk as a Senior Account Manager for the Mid-Market segment in North America. In this quota-carrying role, you will own customer retention and portfolio expansion, acting as a trusted strategic partner to your clients. You will run your portfolio like a business, setting health benchmarks, building save plays, and translating CloudTalk's capabilities into measurable ROI for clients. You will also lead the full renewal cycle, identify and close organic growth opportunities, and build and maintain customer health frameworks. The ideal candidate will have a highly commercial mindset, business fluency in English, and experience in account management or customer success in B2B SaaS.

Responsibilities

• Gérer un portefeuille stratégique de clients en Amérique du Nord, en assurant la rétention des clients et l'expansion du portefeuille.
• Établir des relations durables avec les décideurs et les parties prenantes exécutives, en se positionnant comme un conseiller de confiance.
• Identifier et conclure des opportunités de croissance organique au sein du portefeuille, en augmentant le nombre de sièges, l'adoption de la plateforme ou les ajouts premium.
• Proven ownership of a book of business independently — you've managed renewals, run save plays, and grown accounts without heavy oversight
• Comfortable running Executive Business Reviews and navigating multi-stakeholder accounts up to C-suite

Requirements

• Highly commercial mindset — you think like a revenue owner, not just a relationship manager

Business fluency in English

• Experience owning customer health metrics: you've built or worked within health score frameworks and used leading indicators to drive proactive action
• Technical aptitude — you enjoy learning SaaS products deeply and can guide customers to maximise platform value
• We're looking for an experienced Account Manager or Customer Success Manager who's owned meaningful books of business in B2B SaaS — not just managed relationships, but driven commercial outcomes
• Data-driven: comfortable in Excel/Sheets, BI dashboards, and CRM reporting to manage your portfolio analytically

Preferred

• Familiarity with CS/AM tooling: HubSpot, Gainsight, Planhat, or similar
• Hands-on experience in Account Management or Customer Success in B2B SaaS, with a demonstrable track record of hitting retention and expansion targets