Senior Account Manager

About the Role

The Senior Account Manager serves as the primary business contact for an assigned portfolio of Safer accounts, including complex mid-market and enterprise partners.

Within this portfolio, you are accountable for renewal strategy, expansion planning, customer health, and long-term revenue sustainability. You operate as a Safer domain expert and trusted advisor, translating platform trust and safety needs into scalable solutions that align with customers’ technical infrastructure, moderation workflows, and compliance requirements.

This role requires strong business judgment, analytical rigor, and the ability to independently craft and execute account strategy across multi-threaded stakeholders. You will navigate complex renewal cycles, proactively mitigate risk, identify expansion opportunities, and influence cross-functional partners to improve both customer outcomes and internal execution.

While portfolio-based, this role also contributes to strengthening Safer’s broader account management systems, sharing best practices, and elevating standards across the team.

What You’ll Do

Portfolio Ownership and Strategic Account Management

• Own planning, renewal execution, and expansion strategy for an assigned portfolio of Safer accounts.
• Develop multi-threaded relationships across executive, legal, technical, and operational stakeholders.
• Create structured account plans aligned to customers’ evolving trust and safety strategies and Safer’s product roadmap.
• Lead executive business reviews grounded in performance data, return on investment narratives, and mission impact.

Renewal and Revenue Retention Leadership

• Independently craft renewal strategies for complex contracts, including pricing conversations, usage realignment, and expansion packaging.
• Build risk assessments and renewal forecasts informed by usage data, contract performance, and stakeholder engagement.
• Proactively identify churn risk and design mitigation plans in partnership with Product, Finance, and Legal.
• Identify and drive expansion opportunities based on product adoption trends and emerging customer needs.

Account Health, Analytics, and Process Strengthening

• Monitor monthly usage against contractual commitments, identifying performance gaps and revenue implications.
• Translate usage data and revenue insights into actionable recommendations for customers and internal stakeholders.
• Maintain high-quality Salesforce documentation and forecasting accuracy.
• Identify systemic friction in onboarding, billing, or renewal processes and recommend scalable improvements.
• Contribute to the evolution of account management playbooks, renewal frameworks, and portfolio health metrics.

Cross-Functional Influence and Customer Advocacy

• Serve as the primary advocate for assigned accounts internally, ensuring customer needs are understood across teams.
• Partner with Product and Engineering to communicate nuanced use cases and technical requirements.
• Confidently discuss how Safer’s classifiers and services integrate into varied content moderation systems and infrastructures.
• Bring cross-functional partners along in resolving complex customer challenges.

Mission Alignment

• Passionately promote Thorn’s mission to protect children and ensure Safer’s solutions are positioned with integrity and care.
• Approach high-stakes account decisions with alignment to Thorn’s values.

What We’re Looking For

• A deep commitment to putting the children we serve at the center of everything you do.
• 5+ years of experience in Account Management, SaaS Sales, or Customer Success, including significant experience owning renewals for mid-market and enterprise accounts.
• Demonstrated ability to independently manage complex, multi-stakeholder accounts with meaningful revenue impact.
• Experience navigating ambiguous customer challenges and crafting structured, data-informed solutions.
• Strong analytical fluency, including interpreting usage data, forecasting renewals, and identifying expansion signals.
• Executive-level communication skills and the ability to influence cross-functional partners.
• Strong proficiency in Salesforce, including reporting, forecasting, and opportunity management.
• Exceptional organization and attention to detail in high-stakes renewal cycles.

Technologies We Use

• Salesforce
• Kibana
• Slack
• Asana

Compensation and Benefits

A reasonable estimate of the compensation range for this role is $108,000-$130,000/year. This range takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to location; skill sets; experience and training; licensure, and certifications.

Our remote-first work model is structured around working from home most of the time. But, there will be times that employees are expected to travel. For example, Thorn may host company-wide gatherings, and smaller teams may hold in-person meetings and team-building events, or require attendance at specific conferences.

At Thorn, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Thorn can mean for you.