What does an account manager do?
An account manager owns post-sale relationships—onboarding, adoption, QBRs, renewals, and expansion—coordinating internal teams to deliver outcomes, reduce churn, and grow accounts.
What are the key skills to assess while looking for an account manager?
- Relationship Building & Executive Presence
- Renewals & Negotiation (value stories, objection handling)
- Consultative Selling (discover needs, map solutions)
- Data Literacy (health scores, usage insights, ROI)
- Communication & Expectation Setting
- Project/Program Management (timelines, stakeholders)
- Product & Domain Knowledge
- Escalation & Risk Management (playbooks, cadence)
What are the KPIs for an account manager?
- NRR / GRR (Net & Gross Revenue Retention)
- Renewal Rate / Churn Rate (logo & revenue)
- Expansion ARR/MRR and Upsell/Cross-sell Rate
- Product Adoption / Usage Growth
- Health Score trend and Risk Flags Cleared
- Time-to-Value / Milestones achieved
- QBR Completion Rate / Executive engagement
- CSAT / NPS and Referenceability
- Forecast Accuracy for renewals/expansions
