Customer Account Manager

Job Summary

Leading the post-implementation customer relationship for specialized carrier portfolios, the full-time remote Customer Account Manager will develop strategic account plans, manage complex renewals, and coordinate decisions across multiple teams to enhance customer retention and revenue growth.

Key responsibilities

• Develop and maintain operational and executive relationships appropriate to assigned portfolio complexity
• Lead complex, multi-service or multi-location renewals, RFP/RFQ responses, and executive business reviews
• Manage material churn forecasts and mitigation plans while balancing customer outcomes with pricing discipline and long-term account value

Required qualifications

• Typically 6+ years of experience in Customer Retention, Strategic Account Management, or a comparable customer-facing role; senior assignments typically require 8+ years
• Significant digital/communications infrastructure experience preferred
• Demonstrated success managing complex, strategic, or high-revenue customer relationships
• Advanced experience in renewals, retention, commercial negotiations, and contract execution
• Strong commercial judgment and ability to evaluate customer, contractual, operational, and financial tradeoffs