Account Manager Communities, WEST

Company OverviewID.me is a next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Over 152 million users log in across websites with a single ID.me authentication. Our network supports more than 700 organizations—federal, state, healthcare, and 600 consumer brands—meeting NIST 800-63-3 IAL2/AAL2 standards and the Commerce Department's federal authentication requirements.Role OverviewThe Account Manager (AM) is a senior, quota-carrying position responsible for the health, retention, and aggressive expansion of our most critical commercial and e-Retailing accounts. The AM is the "CEO" of an assigned book of business within the Communities segment (Military, First Responders, Students, Teachers, Nurses, etc.). The mission: ensure 100 % net retention through impeccable renewal management and drive YoY growth by identifying and closing expansion opportunities within existing customer portfolios.Key ResponsibilitiesRevenue Ownership & GrowthQuota Attainment: Carry and exceed a formal quota of Renewal Revenue (GRR) and Expansion (NRR).Land & Expand Strategy: Identify white space and drive growth via UX changes.Upsell Execution: Lead the end-to-end sales cycle for expansion opportunities, from discovery to contract amendment and closing.Renewal & Retention ExcellenceLifecycle Management: Proactively manage the renewal process starting 180 days out, ensuring zero dark periods or budget lapses.Churn Mitigation: Identify at-risk accounts early by monitoring usage health, program performance, and organizational changes.Contract Negotiation: Navigate commercial procurement hurdles to secure multi-year renewals and master service agreements.Strategic Account GovernanceExecutive Alignment: Maintain and deepen relationships with key decision-makers in procurement, targeting e-commerce, MarTech, and performance marketing personas.Executive Business Reviews (EBRs): Lead high-impact EBRs translating technical performance data into ROI, conversion rate optimization, and overall business objectives.Voice of the Customer: Act as liaison between commercial clients and the Product team, providing feedback to shape the roadmap.QualificationsExperience & Expertise5+ years in a quota-carrying account management, customer success, or hunter sales role.Deep knowledge of e-commerce, MarTech, and performance marketing personas, preferably in apparel, consumer electronics, home goods, or sports/outdoors.Track record of achieving quota and retention targets, recognized as a top performer.Experience managing ACVs from $100 k to $1 m on 6-12 month sales cycles.Skills & CompetenciesCommercial savvy: Navigate complex retail and holding-company structures.Analytical growth mindset: Map multi-year growth plans for large internet retailers.Collaborative leadership: Work closely with Marketing, Solutions Consulting, and Customer Success.Startup agility: Operate effectively with minimal guidance.Consultative problem-solving: Strong planning, time-management, and customer-focused solutions.Key Performance Indicators (KPIs)Gross Retention Rate (GRR): Ensure existing contracts renew on time.Net Revenue Retention (NRR): Grow the account via upsells and cross-sells.Pipeline Velocity: Speed of expansion opportunities through the commercial procurement funnel.Core ValuesDon't be a jerk.Always compete.Ask questions like a 5-year old.Inspire people with passion.Make something better every day.Treat each customer like a favorite family member.Own your mistakes to learn.Details matter.Act like a scientist, not a talking head.Be truthful, even when hard.Reflect ID.me values in actions.Equal Employment Opportunity StatementID.me maintains a workplace free from discrimination. We are committed to equal employment opportunity for all employees and applicants regardless of age, ancestry, color, family or medical leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws.BenefitsMedical, dental, vision, health savings account, flexible spending accounts.Life and AD&D insurance.401(k) with company match.Parental leave and unlimited paid time off.Short- and long-term disability, accident and critical illness insurance.Referral bonus, employee assistance program, pet insurance, and travel assistance.Well-being and childcare discounts, benefit advocates, and learning & development benefits.Location & CompensationMountain View, CA. Pay range: $111,000—$147,780 USD. The role is full-time, in-office. Compensation will include base salary, performance incentive for sales roles, equity, and benefits per role.J-18808-Ljbffr