Mid-Market Customer Account Manager

Iterable is the leading AI-powered customer engagement platform that helps brands create dynamic, individualized experiences. They are seeking a Customer Account Manager to manage a portfolio of accounts, drive renewals, and maximize customer value through strategic account planning and relationship building.

Responsibilities:

• Own the full renewal and expansion cycle - pipeline management, proposals, negotiation, forecasting, and contract execution
• Build and execute strategic account plans that align Iterable’s capabilities with customer goals, driving retention and measurable growth
• Introduce new channels, products, and services (SMS, WhatsApp, Catalog, AI Suite, Embedded Messaging, etc.) based on strong discovery and quantifiable value
• Lead win–win commercial negotiations, protecting margin while strengthening long-term relationships
• Partner closely with Customer Success, Deliverability, Solutions Consulting, and Finance to create a seamless customer experience
• Map multi-brand or multi-region account structures to uncover new units, new use cases, and expansion pathways
• Build relationships with influencers and decision makers across your accounts, driving multi-threaded engagement
• Respond to and manage customer commercial inquiries with speed, accuracy, and ownership
• Experiment with new strategies and commercial motions, providing feedback to leadership on what drives growth in the region

Requirements:

• Have SaaS experience in sales, account management, or commercial roles tied to recurring revenue
• Bring 3+ years selling into existing customers at some capacity; leading renewal cycles; and selling new logos
• Mid-Market experience preferred
• Show strong technical aptitude and can communicate Iterable's capabilities clearly to varied audiences
• Can map complex organizations, understand reporting lines, and identify new commercial entry points
• Conduct excellent discovery and convert insights into quantifiable value and commercial opportunity
• Are highly skilled at multi-threading beyond a single champion — across marketing, data, product, and leadership layers
• Are perceived by customers as trusted advisors who understand modern marketing, data activation, and lifecycle engagement
• Have a proven track record of closing, asking for business, and navigating pricing/value conversations confidently
• Are proactive, disciplined, and take ownership of the commercial plan without waiting for direction
• Excel in problem-solving and adapt quickly in a fast-moving, evolving environment
• Demonstrate strong collaboration and align well with the broader CAM, CSM, and GTM teams
• Operate with integrity, consistency, and a deep commitment to customer and team success
• Have an awareness of the bigger picture into which our Account Management function fits within Iterable plan for sustained success
• Are effective team players, collaborating well with others and prioritizing team success
• Technical degree (Bachelors in Computer Science, Engineering, etc.)
• MBA
• Familiarity with enterprise email marketing and/or marketing automation solutions
• MEDDPICC, Value Selling, Command the Message Methodology