Account Manager

Solutions by Text (SBT) is seeking an Account Manager to own and grow a portfolio of existing customers with a primary mandate of revenue retention (GRR) and a secondary mandate of account expansion through payments and new messaging use cases.

This role is accountable for ensuring customers are operationally successful, commercially retained, and positioned to expand across SBT’s evolving product portfolio—including payments and non-collections use cases such as lifecycle marketing. The Account Manager will manage approximately 50 accounts, partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes.

This position blends disciplined account management, data-driven expansion strategy, and cross-functional execution, and is critical to scaling SBT’s customer growth engine.

Key Responsibilities

Revenue Retention & Renewal Ownership (Primary Focus)

• Own gross revenue retention (GRR) for assigned accounts, with accountability for renewals, downsell prevention, and churn mitigation.
• Proactively identify accounts at risk of contraction or churn using health signals, usage data, and Customer Success inputs.
• Develop and execute retention action plans in partnership with Customer Success for at-risk accounts.
• Lead renewal strategy, including pricing discussions, contract modifications, and value reinforcement tied to customer outcomes.
• Maintain a rolling renewal forecast that clearly identifies:
• Renewal timing
• Expected outcome (flat, upsell, downsell)
• Risk level and mitigation plan
• Associated ARR impact

Account Growth & Expansion (Secondary Focus)

• Execute structured account planning to identify expansion opportunities within existing customers.
• Drive incremental ARR through:
• Payments adoption and volume growth
• Expansion into new messaging use cases, including lifecycle marketing and event-driven communications
• Partner closely with the Payments team to:
• Identify customers with payment traffic potential
• Position and introduce SBT payments capabilities
• Track payment adoption and revenue contribution
• Translate customer business goals and usage patterns into concrete expansion proposals with clear ROI.
• Maintain an expansion pipeline tied to account plans, renewal cycles, and customer maturity.

Customer Program Execution & Outcomes

• Design and operationalize customer-specific programs that drive:
• Product adoption
• Usage growth
• Event-driven revenue
• Ensure customers are successfully launching and scaling new use cases in coordination with Customer Success.
• Monitor program performance and adjust strategies based on results and customer feedback.
• Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption.

Customer Success Partnership & Cross-Functional Collaboration

• Operate in tight alignment with Customer Success, with shared accountability for account health, retention, and growth.
• Clearly delineate responsibilities:
• Customer Success: adoption, onboarding, value realization
• Account Manager: retention strategy, renewals, expansion, commercial outcomes
• Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, and Finance to support customer objectives.
• Ensure a seamless handoff and ongoing collaboration between Sales and post-sale teams.

Measurement, Forecasting & Process Excellence

• Own accurate forecasting for renewals and expansion within assigned accounts.
• Maintain high-quality CRM data, including:
• Account health indicators
• Renewal and expansion opportunities
• Forecasted ARR
• Track and report on key performance indicators tied to retention and growth.
• Continuously improve account management processes to increase scalability, predictability, and customer impact.

This role will be evaluated primarily on retention outcomes, followed by account growth and execution excellence.

Revenue & Customer Growth

• Gross Revenue Retention (GRR) for assigned accounts
• Net Revenue Retention (NRR) contribution from expansion
• Upsell and cross-sell ARR, with emphasis on:
• Payments revenue
• New messaging use cases
• Event-driven revenue generated through customer programs

Account Management Performance

• Renewal rate and churn reduction
• Accuracy of renewal and expansion forecasts
• Health and coverage of renewal and expansion pipeline
• Effectiveness of risk identification and mitigation plans

Operational & Program Effectiveness

• Time-to-launch for new customer initiatives
• Adoption and usage growth of new products and use cases
• Consistency and scalability of account planning and execution

• Serve as a trusted partner to customers and internal teams.
• Embody SBT’s core values:
  • We Are Pioneers – proactively identifying new growth paths for customers
  • We Are Allies – deeply aligned with Customer Success and cross-functional partners
  • We Pursue Excellence – disciplined execution, accountability, and continuous improvement

• Adhere to the Company's Code of Conduct/Ethics.
• Create and maintain effective working relationships with other Company
• Contribute to the professional culture within the office and the company
• Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors.
• Support the efforts of senior management and sales staff by maintaining business network of contacts as clients change roles and/or companies.
• Ensure security of information in all matters pertaining to company, client, and consumer information.
• Contribute to the professional culture within the office and the company

Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Princeton. NJ with remote teams and offices throughout the United States.

Solutions By Text (SBT) is changing the way highly regulated businesses engage, interact and transact with customers via their mobile devices. Since adding its first customer, SBT has quickly become the leading text provider to consumer finance companies and various other regulated industries. Recognized as part of the Inc. 5000 fastest growing companies as well as Best Places to Work, SBT continues to evolve and expand through the addition of great employees who desire an exciting, collaborative culture.

Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business.  Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.