fly - Account Manager - Strategic Accounts

Remote3w ago

Remote Mid WW Developer Tools Account Manager Flight Attendant Account Management Fly.io Customer Success Vercel Railway

Requirements

• You have at least 3 to 6 years in account management, customer success, sales engineering, or technical support at an infrastructure or developer tools company. • You’re technical enough to keep up. You don’t write production code, but you can read a usage chart and form a theory, follow a conversation about containers and regions, and ask engineers questions they take seriously. Our customers are engineers. Canned answers won’t work on them. You can handle money conversations alone: pricing, terms, discounts, and telling a customer they’re wrong when they are. • You’re fluent in AI. You use it constantly to automate the routine parts of the job: account research, call prep, first drafts, usage summaries. And you can hold a real conversation with customers whose products are built on it, because most of yours will be. • And you’re honest. Our culture isn’t salesy, almost to a fault. The way to keep big customers for years is to tell them the truth, including when a smaller bill is the right answer for them. • You’ve worked at a usage-based company and know why a renewal date means little and a usage graph means everything • You started in support or solutions engineering and learned the commercial side later • You write well. We work mostly in writing, and so will you. • You’ve run real workloads on Fly.io, Vercel, Modal, Railway, or a similar platform, and have opinions about it

Responsibilities

• Grow and keep the revenue in your accounts • Handle inquiries from accounts on track to join our top customer list, and turn them into relationships before they need one • Keep a simple plan for each account: what they run, who decides, where it’s headed • Review usage and architecture with customers on a regular schedule • Watch usage signals, and start conversations when the data says something changed • Be the named contact when something breaks, and chase the fix internally until it’s done • Help customers move workloads onto Sprites • Tell our product and pricing teams what your customers need • ## What Good Looks Like • Revenue kept and grown in your accounts • Shrinking accounts caught while a conversation could still change the outcome, with the reason understood and written down • Every account touched on schedule. No big customer goes a month without contact.