Associate Account Director, Tier 3

About the Role

The Associate Account Director, Tier 3 focuses on customer engagement and renewal health across SMB accounts, identifying and surfacing growth opportunities at scale. The role carries GRR and NRR targets and partners closely with a Customer Success Specialist on account health, onboarding, product adoption, usage, and renewals. Given the SMB volume and account overlap with CSS, strong organization and capacity management are essential.

How you’ll Contribute:

• Own GRR and NRR goals for an assigned high-volume set of existing SMB accounts
• Manage a high-volume expansion pipeline across current and upcoming quarters, ensuring accurate forecasting and documentation CRM as deals progress to closed won
• Handle discussions with clients who have exceeded contract limits and negotiate a new contract to better suit the client's needs
• Meet regularly with CSS to review account health, loss risks, and expansion opportunities, sharing insights and best practices to strengthen their ability to spot and flag growth potential
• Engage customers in renewal and growth conversations, surfacing and acting on expansion opportunities as they arise
• Prioritize and triage a large account portfolio, flexing into CSS-adjacent work when capacity allows, applying judgment on where to invest time for the highest-value outcomes
• Partner with leadership on renewal opportunities with a growth component and broader SMB growth strategy
• Work cross-functionally with Product, Sales, Service Delivery, and Customer Experience to support execution of sold solutions
• Surface feedback and escalate blockers or trends impacting growth across the SMB customer base
• Stay current on product updates, competitive positioning, and industry trends to effectively position solutions

Who you are:

• 1-3+ years of experience in SMB account management, expansion sales, or account management within a SaaS or B2B environment
• Track record of identifying, leading, and closing renewals, upsell and cross-sell opportunities with existing customers, ideally at higher volume/velocity
• Highly organized, able to manage a large account portfolio and shift between AD and CSS-adjacent tasks as capacity requires
• Skilled at working cross-functionally and collaboratively in a team-based account model
• Strong communicator, comfortable leading concise, efficient sales conversations
• Confident in managing a high-volume pipeline, forecasting accurately, and maintaining CRM hygiene
• Analytical and data-driven, with the ability to spot trends and surface actionable insights
• Comfortable navigating renewal conversations that include growth components
• Bonus: Experience in digital accessibility, compliance, or adjacent SaaS markets