Manager, Account Management

Job description

ABOUT WARP Warp is the AI-native Employee Management Platform for ambitious companies. Our platform includes HRIS, payroll, IT, benefits, tax compliance, and more - all built from scratch on an AI-native architecture from day 1. Warp embeds itself into every part of a company's people operating layer, we process over half a billion $ annually in payroll, on track to grow to $2B. Legacy vendors in our space built their businesses by profiting from complexity. Warp is built from day one for AI to be the primary operator, not a feature. Every advance in LLM capability widens our lead. We hire people who ship constantly, own outcomes, and care about craft. If you want to build something that automates an entire category of core work, not just another point solution, this is the place. We've raised over $85M from top investors like Ashton Kutcher/Sound Ventures, Y Combinator, founders of Dropbox, Replit, SV Angel, and Homebrew Capital. Built by an obsessive team from MIT, Ramp, Brex, Google, Dropbox, Apple, and more. ABOUT THE ROLE We're hiring a Manager of Account Management to lead and scale a team of Account Managers responsible for retention and expansion across our customer base. You'll coach your team to run a disciplined, consultative motion - from health monitoring through QBRs to signed expansion contracts - while owning the operational rigor (forecasting, pipeline hygiene, coaching cadence) that turns individual performance into a predictable, repeatable team result. You'll report to the Head of Customer Success and play a key role in building out Warp's Account Management function as it scales. WHAT YOU'LL DO - Own team-level retention and expansion targets, translate company NRR goals into individual quotas and coach the team to hit them - Recruit, hire, and ramp new Account Managers as the team scales - Run a consistent coaching cadence (deal reviews, call shadowing, QBR prep) to raise the floor and ceiling of team performance - Maintain forecasting rigor across the team's book of business - Partner with RevOps/Sales leadership to refine segmentation, territory assignment, and health-scoring models - Spot systemic churn patterns across the team's portfolio and drive proactive intervention playbooks, not just deal-by-deal firefighting - Document the SOPs, templates, and processes the team runs on (QBR structure, renewal motion, expansion methodology) - Design a distinct motion for smaller or early-stage accounts - Collaborate with Support, Product, and Engineering to escalate and resolve complex customer issues, and represent the voice of the customer in roadmap discussions - Partner with Sales and Activations leadership for a seamless handoff and shared account strategy from close through onboarding into steady-state management WHAT YOU NEED - Minimum 4-5 years of B2B account management, customer success, or sales experience, including at least 2-3 years directly managing a quota-carrying team - Proven track record of leading a team to consistently meet or exceed retention and expansion targets - Strong coaching instincts and ability to diagnose why a rep is underperforming (skill, activity, or account quality) and correct it - Experience building or significantly improving account management processes, playbooks, or tooling from the ground up - Comfort with forecasting and reporting rigor; fluency with a modern CS/sales stack (e.g., Salesforce, Metabase, Pylon, Linear or equivalent) - Excellent communication and stakeholder management skills - High adaptability and comfort with the pace and ambiguity of an early-stage startup NICE TO HAVE - Experience managing account managers who serve early-stage startup or high-growth B2B SaaS customers - Background scaling an Account Management function through a period of rapid headcount growth - Experience designing compensation structures, quota frameworks, or account segmentation/tiering models BENEFITS AT WARP: - 100% Health Coverage: Comprehensive medical, dental, and vision plans for you and your dependents. - 401(k) Matching: Start investing in your future from day one. - Unlimited PTO: We offer flexible PTO, meaning you’re trusted to take the time you need to recharge while balancing your responsibilities and team commitments. - Commuter Benefits: Pre-tax commuter benefits for your daily trip to our NYC office. - Catered Lunch Daily: Great food, every day, on us. No meal prep, no decision fatigue. - Quarterly Offsites: Beautiful locations to connect as a team. Past locations include Spain and Catskills. Warp is based in New York City, and most of our team works together in-office 5x per week. Please refer to the top of this page for this position's hiring location and working model.