Enterprise Account Manager

ABOUT THE ROLE

We've landed the logos. This role exists because keeping and growing them is now the biggest opportunity. You'll own a book of enterprise accounts from launch onward, the relationship, the consumption number, the renewal, and the expansion. We price on usage, growth here isn't a repapering exercise: you grow the account by getting more of the customer's call volume onto Retell, which means you'll be in the data, in the QBRs, and in the room when they decide what to automate next.

KEY RESPONSIBILITY

This hire owns net revenue retention across a book of enterprise accounts.

• Own the post-launch relationship with enterprise buyers and program owners, from first production call through renewal.
• Grow consumption across the book: pilot to production, one use case to many, one department to the org.
• Own the renewal: forecast, negotiate, and close it, and find the upsell inside it.
• Turn usage data into the business case customers use internally to expand.
• Bring the blockers you find back to Product and Engineering with revenue attached.

WHAT WE'RE LOOKING FOR

Must have:

• 2+ years in Account Management, Customer Success Management, or another post-sales role where you personally owned a renewal or expansion number at a B2B software company.
• A track record you can walk through: a specific account, what it was worth when you got it, what it was worth when you left it, and what you did.
• Comfort with usage data: you can read an adoption dashboard and build a commercial argument out of it.
• Ability to hold an executive conversation and a hard commercial one in the same meeting.

Nice to have:

• Experience with consumption-based or usage-based pricing.
• Experience with AI, LLMs, or Voice AI.
• Startup experience.
• Technical fluency: you can hold your own APIs, integrations, and deployment concepts with a customer's engineering team.

HOW WE EVALUATE

We care less about checkboxes and more about:

• Whether you've actually owned a number, not supported someone who did.
• Judgment in customer-facing moments, especially when something is broken and the renewal is close.
• Whether you go find the expansion or wait for the customer to raise it.
• How you reason from data: can you look at a consumption chart and tell us which account is about to churn and why.

YOU MIGHT THRIVE IF

• You'd rather own the whole account than hand it off at the renewal.
• You get more satisfaction from growing an account 3x than from a clean CSAT score.
• You're comfortable pushing a customer toward a decision instead of waiting for them.
• You like being close enough to the product to argue with the roadmap.
• You move fast and don't need a playbook to already exist.