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
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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
