National Account Manager overseeing key retail accounts, driving growth for an award - winning games company.
About the role
- Lead the entire post-sales organization as Head of Customer Success & Account Management. Transforming Customer Success into a commercially accountable organization aligned to the bootstrapped model.
Responsibilities
- Lead the entire post-sales organization
- New customer onboarding
- The support function (AI-first strategy)
- All post-sales commercial ownership (renewals & expansion)
- Build & Develop a High-Performance CS Organization
- Recruit, hire, onboard, and develop top-tier CSMs, Account Managers, and Support professionals
- Establish performance metrics and accountability frameworks
- Create a culture of continuous coaching, mentoring, and performance improvement
- Optimize post-sales commercials
- Develop and implement structured renewal and expansion playbooks
- Track, manage, and forecast renewal and upsell opportunities
- Lead an AI-First Support & Onboarding Strategy
- Redesign onboarding to accelerate time-to-value
- Build scalable, repeatable playbooks across the customer lifecycle
- Improve CSAT through structured feedback loops
- Diagnose and report on reasons for customer churn
Requirements
- 7+ years in B2B SaaS Customer Success / Account Management
- Experience owning NDR/GRR within a meaningful revenue base
- Demonstrated success managing renewals and expansion targets
- Experience implementing scalable support and onboarding systems utilizing AI
- Fluency and comfort in analyzing customer segmentation/tiering to optimize headcount and book of business load as we scale
- Proven ability to build and develop teams
- Commercial operator with revenue forecasting rigor
- Strong analytical skills with deep CRM and CS platform fluency
- Proactive operator who leverages AI and automation
- Experience building playbooks and modern CS operating models
- Ability to balance strategic thinking with hands-on execution
- Executive presence and strong cross-functional partnership skills
Benefits
- PTO
- 100% company paid medical, dental, and vision insurance
- FSA options
- 401k + matching for our employees
- New hire equity
- Quarterly bonus structure tied to NDR/GRR performance
- Continuous learning
- Feedback culture
- Collaboration across cross-country teams
- We celebrate diversity across race, gender, age, orientation, religion, disability, and background
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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