Sr Account Manager, AMER

About

Customer.io

Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day.

Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About the role

Hi, I'm Matt Lane, Manager of Account Management at

Customer.io

, and I'm looking for a Senior Account Manager to join our AMER team. This is a revenue ownership role — you'll manage a portfolio of mid-market and enterprise accounts, driving renewals, identifying expansion opportunities, and building the kind of relationships that make customers want to grow with us. You'll be part of a tight-knit team and a key commercial voice for the accounts you own.

This role is open to candidates US candidates only.

What we value

• Commercial ownership — you treat your book of business like it's yours, because it is
• Forecasting discipline and data-driven decision-making, not gut feel
• Multi-threaded relationships — you build trust across the org, not just with one champion
• Expansion through value, not feature gates or mechanical levers
• Close partnership with Customer Success — you see CS as a collaborator, not a handoff

What you'll do

• Own the full commercial strategy for a portfolio of mid-market and enterprise accounts — renewals, expansion, and churn mitigation
• Drive growth by helping customers adopt
• Customer.io more strategically, identifying new use cases and articulating ROI clearly
• Forecast renewal and expansion pipeline accurately with a clear, repeatable methodology
• Build multi-threaded relationships from day-to-day operators to Directors and VPs, becoming a trusted commercial advisor
• Partner closely with Customer Success on account health and with Sales on expansion deals
• Engage Legal and Finance on complex renewals and collaborate cross-functionally to move deals forward

What we're looking for

• 5+ years in a Sr Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number
• Experience managing $5m ARR, predominantly in the MM space
• Proven ability to grow customer spend outside of overages or true-ups — genuine expansion through adoption and value articulation
• A forecasting methodology you can walk through clearly — it doesn't need to be a named framework, just logic you own
• Comfortable pulling usage data, tracking health scores, and building your own dashboards
• Strong communicator — clear and persuasive with both technical and non-technical stakeholders
• Based in AMER