Job description template
Account Manager Job Description
Account manager job description: roles and responsibilities from renewals and upsells to account reviews, plus skills, KPIs, qualifications and a template.
The role in brief
An account manager owns the relationship with a set of existing customers after the sale: making sure each account gets the value it paid for, renewing contracts, growing revenue through upsells and cross-sells, and representing the customer inside the company. In many companies the account executive wins new business, the account manager keeps and grows it, and customer success drives product adoption, though the split varies. A strong account manager job description names the book of business (how many accounts, how large), the targets the role carries, and who owns onboarding and support.
- Own a portfolio of customer accounts and act as the main contact for day-to-day questions, escalations and commercial matters
- Build relationships with several people in each account, including the budget holder, day-to-day users and an executive sponsor
- Run regular account reviews, such as quarterly business reviews, that show the value delivered and agree priorities for the next period
- Manage renewals from early risk signals to signed contract, including pricing, terms and negotiation
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Applying for a role like this? Practise the assessment free →Responsibilities
- Own a portfolio of customer accounts and act as the main contact for day-to-day questions, escalations and commercial matters
- Build relationships with several people in each account, including the budget holder, day-to-day users and an executive sponsor
- Run regular account reviews, such as quarterly business reviews, that show the value delivered and agree priorities for the next period
- Manage renewals from early risk signals to signed contract, including pricing, terms and negotiation
- Find and close expansion opportunities: upsells, cross-sells and new teams or regions within each account
- Write account plans for strategic accounts that map stakeholders, risks, untapped opportunities and next steps
- Coordinate support, delivery, product and finance teams to solve customer problems on time
- Keep CRM records, pipeline and forecasts accurate in Salesforce, HubSpot or a similar system
- Pass customer feedback and feature requests to the product team, and report on account health and churn risk
- Deliver against retention and expansion revenue targets
Required skills
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Nice to have
Qualifications
- 1Bachelor's degree in business, marketing, communications or a related field, or equivalent experience
- 2Two or more years in account management, sales, customer success or client services (adjust for the size of the accounts)
- 3A record of renewing and growing accounts against a target, with numbers the candidate can walk through
- 4Experience with a CRM such as Salesforce or HubSpot
- 5Willingness to travel to customer sites as the accounts require
Work environment
Work environment
Career growth
Account managers progress to senior, key or strategic account manager, then head of account management or director of client services. Some move into new-business sales as account executives, into customer success leadership, or into sales management.
Common questions
What are the roles and responsibilities of an account manager?
An account manager looks after existing customers: acting as their main contact, running account reviews, renewing contracts, finding upsell and cross-sell opportunities, and coordinating internal teams to solve the customer's problems. The role is measured on keeping and growing revenue from its accounts.
What is the difference between an account manager and an account executive?
An account executive wins new customers; an account manager keeps and grows customers after the first sale. Some companies, especially smaller ones, give one person both jobs and use the titles loosely, so describe the split of new and existing business in the job description.
How is an account manager different from a customer success manager?
An account manager owns the commercial relationship: renewals, pricing and expansion. A customer success manager focuses on adoption and outcomes, making sure the customer uses the product well, and in many companies carries no sales target. Where one person does both, say so and set targets that reflect it.
What KPIs are account managers measured on?
Common measures are gross revenue retention (revenue kept from existing customers, ignoring growth), net revenue retention (revenue kept plus expansion, minus downgrades and churn), expansion revenue, renewal rate on time, and customer satisfaction scores. Pick two or three that match what the role controls and put them in the posting.
How should you assess account manager candidates?
Run a role-play: a renewal with a price increase, or a customer who is unhappy and talking to a competitor. Then give a one-page brief on an account and ask for a short account plan. Watch for questions before solutions, honest handling of the price, and a clear next step at the end of the call.
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