Manager, Customer Account Management

Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. As the Manager of the Customer Account Management Team, you will lead and coach a team of Customer Account Managers responsible for driving renewals, upsells, and cross-sell revenue across Redwood’s customer base, directly influencing revenue growth and customer satisfaction.

Responsibilities:

• Manage, mentor, and develop a team of Customer Account Managers to meet and exceed revenue targets for renewals, upsells, and cross-sell of Redwood products
• Drive and exceed team performance across key KPIs: Gross Dollar Retention (GDR) + price increases, logo retention, expansion revenue, and professional services growth
• Develop and implement strategies to expand Redwood’s footprint within existing accounts and accelerate revenue growth
• Align Customer Account Management objectives with company priorities through close partnership with Sales Leadership and the Executive Leadership Team
• Collaborate with cross-functional teams—including Product, Professional Services, Support, and Marketing—to ensure successful customer outcomes and identify new growth opportunities
• Track, analyze, and report on key performance metrics to assess team success and adapt strategies as needed
• Build and strengthen executive-level relationships within customer accounts to support retention, expansion, and long-term account health
• Identify new opportunities through customer insights, usage patterns, and renewal signals
• Develop and deliver training programs to equip CAMs with the product knowledge, commercial acumen, and skills needed to succeed
• Foster a culture of collaboration, accountability, and customer-centricity across the Customer Account Management organization

Requirements:

• 3–5 years of experience in customer-facing roles such as customer success, account management, sales, technical consulting, or enterprise support
• Strong communication skills, with the ability to articulate technical information effectively to both technical stakeholders and senior executives
• Proven ability to lead and inspire customer-facing teams, driving performance and professional growth
• Excellent organizational skills with the ability to manage competing demands, multiple priorities, and large customer portfolios
• Strong analytical skills for assessing customer health, usage trends, renewal risk signals, and expansion opportunities
• Experience facilitating collaboration across functional teams in both in-person and virtual environments
• Strong personal drive to support team success and individual development
• Passion for working in a dynamic, problem-solving environment within enterprise software
• Outstanding written and verbal communication skills
• Ability to operate confidently with customers at the executive level
• Demonstrates professionalism, accountability, and a growth mindset
• A collaborative team player who builds trusted relationships across all functions
• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent experience preferred
• Familiarity with Salesforce and tools like Outreach (or similar sales execution platforms)