Note: The job is a remote job and is open to candidates in USA. Redwood Software is the leader in full stack automation fabric solutions for mission-critical business processes. As the Manager of the Customer Account Management Team, you will lead and coach a team responsible for driving renewals, upsells, and cross-sell revenue, while developing strategies to enhance customer retention and satisfaction.
Responsibilities
- Manage, mentor, and develop a team of Customer Account Managers to meet and exceed revenue targets for renewals, upsells, and cross-sell of Redwood products
- Drive and exceed team performance across key KPIs: Gross Dollar Retention (GDR) + price increases, logo retention, expansion revenue, and professional services growth
- Develop and implement strategies to expand Redwood’s footprint within existing accounts and accelerate revenue growth
- Align Customer Account Management objectives with company priorities through close partnership with Sales Leadership and the Executive Leadership Team
- Collaborate with cross-functional teams—including Product, Professional Services, Support, and Marketing—to ensure successful customer outcomes and identify new growth opportunities
- Track, analyze, and report on key performance metrics to assess team success and adapt strategies as needed
- Build and strengthen executive-level relationships within customer accounts to support retention, expansion, and long-term account health
- Identify new opportunities through customer insights, usage patterns, and renewal signals
- Develop and deliver training programs to equip CAMs with the product knowledge, commercial acumen, and skills needed to succeed
- Foster a culture of collaboration, accountability, and customer-centricity across the Customer Account Management organization
Skills
- 3–5 years of experience in customer-facing roles such as customer success, account management, sales, technical consulting, or enterprise support
- Strong communication skills, with the ability to articulate technical information effectively to both technical stakeholders and senior executives
- Proven ability to lead and inspire customer-facing teams, driving performance and professional growth
- Excellent organizational skills with the ability to manage competing demands, multiple priorities, and large customer portfolios
- Strong analytical skills for assessing customer health, usage trends, renewal risk signals, and expansion opportunities
- Experience facilitating collaboration across functional teams in both in-person and virtual environments
- Strong personal drive to support team success and individual development
- Passion for working in a dynamic, problem-solving environment within enterprise software
- Outstanding written and verbal communication skills
- Ability to operate confidently with customers at the executive level
- Demonstrates professionalism, accountability, and a growth mindset
- A collaborative team player who builds trusted relationships across all functions
- Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent experience preferred
- Familiarity with Salesforce and tools like Outreach (or similar sales execution platforms)
Company Overview