Account Manager
1 day ago
The Account Manager (AM) role is pivotal in driving growth, expanding Chargebee's footprint,
and maximizing customer value in the Small and Medium Business (SMB) segment. Focused
on high-velocity deals, this role emphasizes proactive outbound efforts, expansion and churn
mitigation efforts, multi-product adoption, and plan upgrades to fuel Chargebee’s growth
trajectory.
The AM will be responsible for managing a large portfolio of accounts, with a primary focus on
driving consistent Net Revenue Retention (NRR) across the segment. The emphasis will be on
effectively managing customer relationships at scale, identifying key opportunities for expansion, identifying high-risk customers, and ensuring customers leverage Chargebee’s products to deliver ongoing value. The goal is to maintain healthy engagement and growth across the entire portfolio, using a strategic, high-efficiency approach.
Key Responsibilities:
1. Growth & Expansion:
○ Proactively engage in outbound efforts to identify new expansion opportunities
within existing accounts, driving plan upgrades and positioning Chargebee’s
higher-tier offerings.
○ Lead initiatives to promote multi-product adoption, working with customers to
implement additional Chargebee solutions that align with their growth and
operational needs.
○ Drive high-velocity deals, focusing on accelerating time-to-value for the customer
and Chargebee. Ensure that opportunities are quickly identified, qualified, and
closed.
2. Outbound & Qualification:
○ Execute outbound strategies to engage with SMB customers, leveraging
data-driven insights and sales cadences to drive growth conversations.
○ Maintain control of the sales process from discovery through to close, applying a
structured approach to negotiation and commercial discussions.
3. Renewal & Churn Mitigation:
○ Collaborate closely with renewal specialists to prepare for upcoming renewals,
ensuring customers see the full value of Chargebee’s platform and driving
long-term retention.
○ Partner with support teams and the startup team to address any potential risks of
churn early, implementing strategies to mitigate these risks and strengthen
customer relationships.
○ Build and maintain strong relationships with key stakeholders across your
customer base, positioning yourself as a strategic advisor.
4. Multi-product Adoption:
○ Educate and encourage customers to adopt multiple Chargebee products,
showcasing how additional offerings can streamline their operations and boost
efficiency.
○ Align Chargebee’s solutions with the customer’s evolving business needs to
maximize platform usage and overall customer satisfaction.
Key Skills:
● Product Knowledge: Good understanding of Chargebee’s product suite, able to
articulate its value at both a conceptual and operational level to customers.
● Outbound Sales: Demonstrated experience in outbound prospecting, with a track
record of identifying and qualifying high-potential opportunities.
● Sales Methodology & Process Control: Strong grasp of sales methodologies and
ability to maintain control of the sales process, ensuring smooth progression from
qualification to closure.
● Commercial Expertise: Expertise in managing complex commercial relationships,
including contract negotiations, upselling, and renewals.
● High-Velocity Deals: Proven ability to manage and close high-velocity deals with a
focus on driving rapid customer success and Chargebee growth.
Key Metrics (supported by the Customer Ops team):
● Monthly & Quarterly NRR Forecast: Tracking net revenue retention, focusing on
expansion and upsell opportunities.
● Churn Actuals & Forecast: Monitoring churn rates, identifying reasons for cancellations
or downgrades, and implementing strategies to minimize churn.
● Growth Actuals & Forecast: Tracking revenue growth, upgrades, and multi-product
adoption within your portfolio.
● Pipeline Coverage: Ensuring a consistent flow of qualified opportunities in the pipeline.
The Ideal Candidate:
● Has an entrepreneurial mindset with strong problem-solving skills, able to drive growth in
a fast-paced, high-velocity environment.
● Is adept at executing outbound strategies, with proven experience in engaging SMB
customers and moving deals quickly through the pipeline.
● Has a strong understanding of commercial relationships, focused on driving long-term
value for both Chargebee and the customer.
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