Key Account Manager

Role Overview : We are seeking a commercially aware and relationship-driven Key Account Manager to own the success of algoShack's largest enterprise clients. You will be the primary point of contact for accounts responsible for adoption, renewal, expansion, and long-term value creation. Key Responsibilities : Own the end-to-end customer relationship for assigned key accounts, from onboarding through renewal and expansion Drive product adoption: proactively engage users, identify inactive accounts, and bring them back into productive usage Lead subscription renewal process: track renewal dates, initiate conversations proactively, and eliminate surprise churn Conduct regular business reviews with key stakeholders - quantify value delivered and align on future goals Own expansion opportunities and partner with sales leadership where required to close commercial discussions Act as the voice of the customer internally: feed product feedback, complaints, and feature requests to the product and CS teams Coordinate with Demo Specialists, Trainers, and POC Specialists to deliver seamless customer experiences Monitor churn risk signals using the customer success analytic tools, intervene proactively Manage and resolve escalated customer complaints with urgency and ownership Maintain accurate account plans, renewal forecasts, and opportunity pipelines within systems Skills & Qualifications : 4–8 years in key account management, customer success, or strategic sales - ideally in B2B SaaS Strong commercial acumen: understanding of renewal economics, NRR, and expansion revenue Exceptional relationship management skills - ability to build trust with C-level and operational stakeholders alike Confident communicator capable of leading executive business reviews and difficult conversations Analytical mindset: able to use customer data to identify risk and opportunity Self-starter who can manage multiple large accounts simultaneously with minimal supervision AI literacy with a strong understanding of Generative AI, AI-powered SaaS products, and how AI can improve customer workflows and business outcomes. Comfortable using AI-enabled productivity tools (such as Microsoft Copilot, ChatGPT, Gemini, or similar) to improve customer communication, account planning, meeting preparation, and insight generation. Understanding of software testing concepts, including Manual and Automation Testing , with the ability to confidently discuss testing processes and technical requirements with clients. Knowledge of SDLC, STLC, functional/regression testing, Types of testing, defect lifecycle, UAT, and test automation concepts is required. Candidates must have sufficient technical understanding of QA/testing processes to effectively bridge client requirements with internal technical, QA, and engineering teams. Nice to Have : Experience in enterprise software, QA tools Track record of managing large accounts