Build and maintain trusted relationships with key customer stakeholders, including executive sponsors.
Lead Quarterly Business Reviews (QBRs), strategic planning sessions, and regular check-ins.
Maintain deep understanding of customer goals, challenges, and long-term strategies.
Partner with customers to understand how they want to use AI in their workflows, and work with internal teams to determine how i2 can best support them.
Renewals & Retention
Own renewal strategy, forecasting, and customer communications.
Monitor customer health indicators and proactively mitigate churn risks.
Collaborate with Sales and Finance on pricing, contract renewals, and billing alignment.
Expansion & Growth
Identify and advance upsell and cross-sell opportunities within existing accounts.
Analyze usage data and customer feedback to uncover growth potential.
Partner with Sales to scope, position, and close expansion initiatives.
Account Planning & Strategic Reporting
Develop and maintain strategic account plans outlining objectives, risks, and growth strategies.
Provide accurate forecasts and regular reporting on account health, renewal likelihood, and expansion pipeline.
Present account insights to internal stakeholders to inform product and service strategies.
Regulated Sector Engagement (as applicable)
Understand and navigate compliance requirements for defense, national security, or other regulated clients (e.g., ITAR, FedRAMP, data security protocols).
Adapt engagement strategies to align with government procurement processes and security expectations.
Maintain awareness of industry trends and regulatory developments impacting client operations.
Customer Advocacy & Product Alignment
Share product updates and promote relevant features to drive value.
Provide structured customer feedback to Product and Delivery teams to inform roadmap planning.
Champion customer needs internally to ensure alignment with evolving business goals.
Issue Management
Serve as the primary point of contact for account escalations and complex issues.
Coordinate resolution efforts across Support, Delivery, and Product teams.
Maintain accurate CRM documentation and account records.
Continuous Improvement
Contribute to the evolution of account management best practices and playbooks.
Identify opportunities to improve customer engagement processes and tools.
Leverage AI tools to streamline account research, reporting, and customer follow-up, freeing up more time for proactive customer engagement.
Share insights and lessons learned across the Account Management team.
Measures of Success
Renewal rate and churn reduction
Net Revenue Retention (NRR)
Upsell and expansion revenue
QBR completion and stakeholder engagement
Customer satisfaction (e.g., CSAT, NPS) and health scores
Forecast accuracy and pipeline visibility
Referenceable clients and long-term account growth
Required Qualifications
Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
5+ years of experience in Account Management, Customer Success, or a similar client-facing role
Proven ability to manage complex customer relationships, including executive-level engagement
Strong organizational and communication skills; able to manage multiple accounts and priorities
Experience working cross-functionally with Sales, Product, Support, and Delivery teams
Proficiency with CRM systems (e.g., Salesforce) and account planning tools
Analytical mindset with ability to interpret usage data and customer health metrics
Experience delivering QBRs and structured customer reviews
Preferred Qualifications
Experience in SaaS, public sector, or regulated industries (e.g., defense, national security, government)
Familiarity with compliance frameworks such as ITAR, FedRAMP, or NIST standards
Background in renewal forecasting, expansion strategy, or customer lifecycle management
Eligibility for U.S. government security clearance (active clearance is a strong plus)
Experience supporting clients with sensitive or classified operations
Base Pay - $125K - $130K
OTE - $160K - $170K
What Success Looks Like About Us
i2 Group is a global leader in intelligence analysis software, empowering analysts and investigators across defense, national security, law enforcement, and commercial sectors. With a legacy of innovation and a commitment to supporting critical missions, i2 Group delivers cutting-edge solutions that transform data into actionable intelligence.
