Reports to: SVP, Customer Experience

Status: Full Time, Exempt

Location: Remote, all US-based candidates will be considered

Department: Customer Success

About Us:

Founded in 2015, Map My Customers is the field sales execution and intelligence platform built to help revenue teams turn better execution into better business outcomes. We connect the daily work of field sellers with the visibility, intelligence, and insights managers and executives need to lead more effectively.

For reps, Map My Customers makes every day more productive—from prioritizing the right accounts and planning optimized routes to capturing customer activity and identifying the next best action. For managers, the platform provides real-time visibility into territory coverage, rep behavior, account engagement, and the activities that separate top performers from the rest of the team. And with Exec HQ, sales leaders can connect field activity directly to revenue outcomes through executive-level dashboards, AI-generated insights, and actionable coaching intelligence.

The result is a system of execution that helps organizations reduce administrative burden, improve sales productivity, scale winning behaviors, and make faster, better-informed decisions—while making the CRM and data investments they already have significantly more valuable.

Search Mission Statement:

As Map My Customers continues to scale toward $25M+ in revenue, our Customer Success organization will play a critical role in driving durable growth by helping customers realize measurable value, deepen adoption, and expand their relationship with MMC.

We are seeking a driven, commercially minded Senior Account Manager who will serve as a trusted advisor to a portfolio of strategic customers. This person will own the customer relationship across the lifecycle—building strong executive partnerships, driving adoption and business outcomes, identifying opportunities for expansion, and leading successful renewal cycles.

The ideal candidate combines exceptional relationship management with strong commercial instincts. They should have a demonstrated track record of retaining and growing customer accounts, working effectively with senior executives, and managing a complex portfolio in a fast-paced, high-growth environment. Experience leading onboarding, adoption, renewals, and expansion conversations is essential, along with the ability to translate customer goals into clear strategies that create value for both the customer and Map My Customers.

Responsibilities:

• Own a portfolio of strategic customer relationships, serving as the primary commercial relationship owner and internal quarterback across the customer lifecycle.
• Build durable, multi-threaded relationships across customer organizations, from day-to-day stakeholders through senior executives, to ensure the strength of the partnership extends beyond any single champion or point of contact.
• Develop a deep understanding of each customer’s business priorities, organizational dynamics, success criteria, and use cases, and translate those into clear account strategies that drive adoption, retention, and growth.
• Maintain highly organized account plans, action items, timelines, stakeholder maps, renewal plans, and risk mitigation strategies across a complex portfolio of customers.
• Lead cross-functional internal coordination across Customer Success, Support, Product, Sales, and other teams to ensure commitments are met and customer priorities move forward.
• Proactively identify account risk—including changes in executive leadership, engagement, product usage, organizational priorities, or customer sentiment—and develop clear plans to protect and strengthen the relationship.
• Design and lead executive business reviews that connect Map My Customers to measurable business outcomes, demonstrate ROI, and reinforce the strategic value of the partnership.
• Own the renewal process from strategy through execution, using customer value, usage, benchmarks, and commercial data to negotiate disciplined, mutually beneficial agreements rather than defaulting to concessions.
• Identify and pursue expansion opportunities by understanding where Map My Customers can create additional value across teams, business units, users, and use cases.
• Develop repeatable processes and operating rhythms that improve account visibility, renewal predictability, customer satisfaction, and Net Revenue Retention.
• Bring structured customer feedback to Product and leadership, helping identify recurring needs, opportunities, and friction points that should inform company priorities.
• Maintain enough product fluency to confidently articulate the Map My Customers value proposition, understand customer usage, navigate internal dashboards, and handle basic administrative needs, while appropriately leveraging technical and support resources for deeper product issues.

Qualifications:

• At least 7 years of experience in strategic account management, customer success, enterprise sales, or a similarly customer-facing commercial role, ideally within B2B SaaS.
• Demonstrated success managing complex, high-value customer relationships with meaningful responsibility for retention, renewals, and expansion.
• Proven ability to build credibility and trusted relationships with senior executives, including VP, EVP, and C-level stakeholders at large organizations.
• Exceptional project management and organizational skills, with the ability to manage numerous customers, stakeholders, deadlines, commitments, and workstreams without losing visibility or follow-through.
• Strong commercial judgment and negotiation skills, including the ability to use data, customer value, contractual context, and business outcomes to navigate difficult renewal and pricing conversations.
• Highly proactive approach to account risk, with demonstrated ability to identify changing stakeholder dynamics, build relationships beyond a single champion, and protect customer relationships through leadership transitions.
• Strong analytical skills and comfort interpreting customer usage, engagement, commercial, and performance data to inform account strategy.
• Excellent executive communication skills, with the ability to lead strategic conversations, present compelling business reviews, and communicate clearly both internally and externally.
• Strong cross-functional leadership skills and the ability to drive action through influence rather than authority.
• Comfortable operating in a fast-paced, high-growth environment where priorities evolve and strong judgment, ownership, and follow-through are essential.
• Working knowledge of SaaS products and the ability to quickly understand and communicate product value; deep technical expertise is not required.
• Bachelor’s degree or equivalent professional experience preferred.

Personal Characteristics:

• Strong Negotiator
• Intelligent
• Uncompromising integrity
• Quantitative
• Process-oriented
• Excellent communicator
• Competitive
• Entrepreneurial by nature
• High Energy
• Manages Stress Well

What We Offer:

At MMC, we pride ourselves on creating a rewarding and highly engaged work environment. We are committed to enabling our people to be the best they can be by offering career development opportunities, focusing on promoting from within, and providing many opportunities for cross-departmental collaboration. We are dedicated to creating collective success through moving together with purpose, creating an environment that is safe to stretch our creative and innovative boundaries, and leading through transparency. We offer an environment where you are free to express your unique abilities, have a work/life balance and an outlet to give back to the community we live and work in. Our talented and dedicated team has high expectations for each other, and we put our customers above all else.

• Leadership Development, Coaching & Mentoring: we provide our teammates with leadership development and support, in addition to the training needed to continue honing your skillset
• Work from Anywhere: At Map My Customers, we value talent, integrity, work ethics, and teamwork above all else. We are open to remote candidates who can lead and manage her/his team
• Benefits: we offer competitive benefits, including health and 401K that meet the needs of our diverse employee base
• Culture: we know that our people and how we engage with each other helps to promote a work hard/ play hard culture. We enjoy each other and the work we get to provide to our customers

Map My Customers provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. Map My Customers complies with applicable state and local laws governing non-discrimination in employment in every location in which the company does business. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, lay-off, recall, transfer, leaves of absence, compensation, and training.