Senior Account Manager

Job description

**About the Job** The Senior Account Manager is the commercial owner of the customer relationship — responsible for driving retention, renewals, and revenue expansion across an assigned portfolio. You will partner closely with Customer Success to maximize Net Revenue Retention (NRR), accelerate multi-year contract adoption, and build the kind of long-term customer relationships that become a competitive advantage. This role is built for a proactive operator with an ownership mentality. You're comfortable leading executive-level negotiations, navigating difficult renewal conversations, and identifying strategic growth opportunities before they're obvious. If you thrive in high-accountability, high-growth environments — this is the role. **This role offers both a remote and hybrid option.** Employees located within 30 miles of Plano TX, are required to be in-office Tuesday through Thursday each week. ***If remote,** Ideally, candidates will sit in the following states: AL, AZ, CA, CO, DC, DE, FL, GA, ID, IL, LA, MI, MA, MO, NC, NH, NJ, NV, NY, PA, OR, OH, RI, SC, TX, UT, VA, WA, WI.* **What You'll Do** **Commercial Ownership** - Own retention strategy, expansion revenue, and renewal outcomes across your assigned account portfolio - Lead pricing, packaging, contract, and negotiation conversations with customers - Drive multi-year contract adoption and renewal predictability - Maintain accurate renewal and expansion forecasting in Salesforce **Expansion & Growth** - Identify and execute upsell and cross-sell opportunities within existing accounts - Build and manage an expansion pipeline across your book of business - Partner with Customer Success to convert adoption signals into revenue growth - Identify whitespace opportunities and develop strategic account growth plans **Risk Management** - Engage proactively in churn-risk scenarios and lead commercial save strategies - Lead recovery conversations with at-risk customers, centered on business value and partnership - Develop and execute retention plans for high-risk accounts **Executive Relationship Management** - Build trusted relationships with decision-makers and executive stakeholders across your portfolio - Lead Executive Business Reviews (EBRs) and strategic account planning sessions - Drive business-focused customer conversations centered on ROI and long-term partnership **Cross-Functional Partnership** - Collaborate with Customer Success, Support, Product, Operations, and Leadership teams to improve customer outcomes - Act as the commercial voice of the customer internally — bringing market feedback and customer insights to cross-functional partners **What You've Done** **Required** - Spent 5–10+ years in SaaS Account Management, Customer Growth, Renewals, or Strategic Accounts - Carried and consistently achieved a retention and/or expansion quota - Managed a complex renewal cycle end-to-end, including pricing conversations, multi-year structuring, and contract negotiations - Driven measurable NRR improvement and maintained disciplined forecast accuracy - Led executive-level customer conversations focused on ROI, business outcomes, and strategic partnership - Built and managed an expansion pipeline within existing accounts - Operated with a high degree of ownership in a fast-paced, high-growth SaaS environment **Preferred** - Worked in Fintech, HRTech, Payroll, Benefits, or a PE-backed SaaS environment - Navigated segmented account models with clear ownership across CSM and AM functions - Used Salesforce and CS platforms such as Gainsight, ChurnZero, or Catalyst - Balanced customer empathy with commercial outcomes in high-stakes situations **About Tapcheck** Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis. The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they've earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances. **How We Get Things Done** Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process. - **Humility:** We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues. - **Grit:** We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth. - **Raising the Bar:** Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes. - **Striving for Growth:** We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company. **Why Join Tapcheck?** - **Mission that matters.** We're changing how Americans access their pay — giving workers financial flexibility without the debt trap of payday loans. - **Flexible PTO.** No accrual caps, no counting days. Take the time you need. - **10 paid holidays.** Including both Christmas Eve and New Year's Eve. - **Comprehensive health coverage.** Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife. - FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP). - **401(k) with a 100% match up to 3% of your salary.** Through Mutual of America. Eligible after 90 days. - **A team that lives its values.** Humility, grit, and a genuine drive to raise the bar — every day. **Compensation** Compensation at Tapcheck is competitive and benchmarked to your role and the market. We're committed to a total rewards package that reflects your impact. Full details are shared as part of our hiring process. **Equal Employment Opportunity Policy** *Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.*