SoundStack - Senior Director, Business Account Management

• Customer Business Ownership • Serve as the primary business relationship owner for strategic customer accounts. • Build trusted relationships with executive stakeholders and key decision makers. • Understand each customer's business objectives and align SoundStack's solutions accordingly. • Develop long-term account strategies focused on retention, expansion, and customer success. • Act as the executive sponsor for assigned accounts. • Revenue Growth & Expansion • Identify opportunities to expand existing customer relationships through additional products, services, and platform capabilities. • Partner with Sales on expansion opportunities while maintaining ownership of ongoing customer strategy. • Drive Net Revenue Retention (NRR) across the assigned portfolio. • Develop quarterly account growth plans for strategic customers. • Identify cross-sell and upsell opportunities across all SoundStack products and services. • Customer Success Leadership • Conduct Executive Business Reviews (EBRs) with strategic customers. • Monitor customer health, adoption, engagement, and overall satisfaction. • Develop action plans for at-risk customers. • Lead renewal strategy in partnership with Finance and Sales. • Ensure customers are realizing measurable business value from the platform. • Cross-Functional Leadership • Partner closely with Technical Account Managers to ensure a seamless customer experience. • Collaborate with Product to communicate customer feedback and strategic roadmap requests. • Work with Marketplace Operations to maximize customer revenue opportunities. • Coordinate with Support and Engineering during escalations while maintaining executive communication with customers. • Serve as the business voice of the customer throughout the organization. • Department Leadership • Design and establish the Business Account Management organization. • Define customer engagement standards, processes, and KPIs. • Develop playbooks for account planning, customer reviews, renewals, and growth initiatives. • Build dashboards and reporting around customer health, NRR, renewals, and expansion. • Recruit, mentor, and lead future Business Account Managers as the team grows.