Strategic Account Manager

Job description

Strategic Account Manager TL;DR - Who We’re Looking For We’re looking for someone who combines Customer Success experience with a commercial mindset . You’ve managed customer relationships, understand how to drive adoption and value, and are comfortable leading strategic conversations. At the same time, you have some sales or commercial experience — enough to independently drive a renewal, identify and pursue an upsell, and confidently move a commercial conversation forward. We don’t need you to have years and years of experience or check every box. We care about drive, curiosity, strong customer instincts, commercial confidence, and a passion for AI and learning fast . We’re looking for a commercially minded and AI-native Strategic Account Manager to manage enterprise and mid-market customer relationships through a combination of strategic engagement, AI-assisted customer operations, and scalable growth motions. This role sits within the Customer Success organization and owns strategic alignment for success, executive relationships, and commercial health of a portfolio of enterprise customers. This role is focused on: Driving long-term customer growth through executive alignment, data-driven account planning, AI-assisted customer engagement, and measurable business impact at scale QBRs, strategic account planning, and scalable customer engagement programs powered by AI, automation, and customer signals Maintain strong executive and stakeholder alignment Expansion and upsell opportunities Renewal strategy, coordination, and commercial ownership Technical fluency and comfort discussing integrations, AI workflows, analytics, and platform capabilities with customers What You’ll Do Strategic Account Management Manage strategic relationships across mid-market and enterprise customer accounts, balancing high-touch executive engagement with scalable, AI-assisted customer management practices Lead QBRs, strategic account reviews, and executive alignment conversations Develop data-driven account plans aligned to customer priorities, product adoption signals, and business goals Identify expansion opportunities and partner with Sales leadership when needed Build scalable account management motions leveraging AI agents, automation, customer intelligence, and lifecycle signals to proactively identify risks and growth opportunities Expansion Identify and drive upsell and cross-sell opportunities across existing customer accounts Partner with customers on account plans aligned to business priorities, adoption trends, and organizational goals Lead solution-oriented customer conversations around integrations, APIs, analytics, AI workflows, and platform capabilities, partnering with Product or Engineering teams when needed Leverage AI-driven workflows and customer signals within to proactively drive adoption, expansion, and customer outcomes at scale Renewals Drive scalable renewal and expansion motions using customer health signals, AI-assisted prioritization, lifecycle automation, and executive alignment Own stakeholder alignment, documentation, and commercial follow-through Partner with leadership on commercial discussions and strategic account opportunities when needed What We’re Looking For This role is ideal for someone excited about modern Account Management powered by AI-assisted workflows, scalable customer operations, and proactive lifecycle engagement. 3+ years in Account Management, Customer Success, or post-sales SaaS roles with commercial responsibility and experience managing mid-market or enterprise customers Proven experience growing revenue within existing customer accounts and leading strategic customer conversations, QBRs, and executive relationships Strong customer-facing communication skills and comfort discussing integrations, APIs, AI workflows, analytics, and platform capabilities with customers Highly proactive, systems-oriented, cross-functional, and comfortable operating in a fast-moving AI-first startup environment Experience in customer marketing, advocacy, community platforms, or onboarding programs is a plus Excited about building scalable customer engagement models using AI, automation, and customer intelligence Location US-based; Bay Area candidates strongly preferred Hybrid expectation for Bay Area employees: 2 days/week in our Palo Alto office Minimal travel required About Base is an AI Customer Engagement Marketing platform helping B2B companies create a Customer-led Growth (CLG) framework, through AI-powered lifecycle experiences and activation for their customers. By providing AI-based journey tracking, automation, insights, and personalized journeys, our platform helps companies focus on their customer base, and the best next action for them, while attribute growth to strategic customer activations. Trusted by leading global companies, such as Broadcom, Adobe, SAP, NiCE, Fortinet and 150+ others, Base helps companies shift from broken customer experiences to holistic lifecycle engagement that directly impacts revenue growth. We move fast, leverage AI in every work aspect, and are customer obsessed, as we continue building a product that helps our customers grow better with CLG, generate value daily, and save time.