Account Manager I

The posting, as Diligent Corporation wrote it

Position Overview

The Small Business Account Manager is responsible for managing a portfolio of Small Business customer accounts, with a primary focus on customer retention, net dollar retention (NDR), renewals, cross-sell, and upsell. This role owns the end-to-end renewal process for approximately 70–90 customer accounts within the Small Business segment, defined as customers with $0–$100M in annual revenue.

As the primary commercial point of contact for their assigned portfolio, the Small Business Account Manager partners closely with implementation, customer support, and specialist teams to drive customer adoption, maximize value, reduce churn, and identify opportunities for expansion. The ideal candidate is customer-focused, commercially driven, highly organized, and skilled at balancing relationship management with revenue growth.

Key Responsibilities

• Manage a portfolio of approximately 70–90 Small Business customer accounts.
• Own the end-to-end renewal process, including renewal planning, forecasting, customer engagement, negotiation, and contract execution.
• Drive Net Dollar Retention (NDR) by identifying and executing cross-sell and upsell opportunities within the existing customer base.
• Build trusted relationships with key customer stakeholders to understand business objectives, product usage, risks, and growth opportunities.
• Partner with implementation, customer support, and subject matter experts to deliver a seamless customer experience throughout the customer lifecycle.
• Monitor account health, proactively identify churn risks, and develop action plans to improve customer outcomes and retention.
• Conduct regular business reviews focused on customer value, adoption, renewal readiness, and expansion opportunities.
• Maintain accurate account, pipeline, renewal, and forecast data within CRM systems.
• Collaborate cross-functionally to remove customer blockers and ensure timely resolution of issues.
• Meet or exceed renewal, retention, cross-sell, upsell, and revenue performance targets.

Required Experience & Skills

• 2+ years of experience in Account Management, Customer Success, Renewals, or Inside Sales, preferably within a SaaS or subscription-based business.
• Demonstrated success managing a portfolio of customer accounts while achieving retention and revenue growth targets.
• Strong customer-first mindset with the ability to balance customer advocacy and commercial outcomes.
• Experience leading renewal conversations, including pricing discussions, negotiation, and contract execution.
• Proven ability to identify customer needs and uncover expansion opportunities through cross-sell and upsell.
• Excellent collaboration skills with experience working across customer-facing and cross-functional teams.
• Strong communication, organizational, time management, and follow-through skills.
• Comfortable managing multiple priorities in a high-volume, fast-paced environment.

Preferred Qualifications

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e, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and US EEOC ’ s Know Your Rights . We are a drug free workplace.

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