Job title Account Growth Manager

Team Customer Success & Account Management

Reports to Director, Customer Success

Role Purpose

The Account Growth Manager plays a key role in building and maintaining strong, long-term relationships with our customers. The primary objective of this role is to maximize customer satisfaction, retention, and profitability, while identifying opportunities for account expansion and growth.

This role requires collaboration with key stakeholders to develop and execute account strategies, leveraging knowledge of customers’ business needs and industry trends to drive sustainable growth.

Success in This Role Looks Like

• Nurturing existing customer relationships to strengthen loyalty and trust
• Identifying opportunities to increase sales through upselling and cross-selling
• Expanding the adoption and usage of Documo’s cloud fax platform
• Cross-selling products within the Documo product suite
• Partnering with internal teams to develop account strategies and ensure alignment with customer goals

Key Responsibilities

Deliverables/Outcomes

Account Development Strategy

• Create and implement account development strategies aligned with Documo’s growth objectives
• Analyze account data and performance metrics to inform strategy
• Conduct market research to identify trends, opportunities, and risks
• Identify upselling and cross-selling opportunities to maximize account potential

Relationship Building

• Build strong, long-lasting relationships with customers
• Serve as a trusted advisor and primary point of contact
• Provide excellent customer service and ensure customers feel supported
• Understand evolving customer needs and communicate Documo’s value proposition effectively

Revenue Generation

• Drive revenue growth within assigned accounts
• Collaborate with Sales to identify opportunities, negotiate contracts, and expand business
• Secure annual renewals from assigned accounts
• Monitor account performance and churn, proactively addressing potential issues

Research & Knowledge

• Stay informed about industry trends, market dynamics, and competitor activities
• Maintain deep knowledge of Documo products and services
• Proactively research and analyze developments to identify potential opportunities or risks

What You Bring

• Proven track record of meeting or exceeding goals and receiving positive customer feedback
• 3+ years of experience in Account Management, Customer Success, or inside sales
• Proficiency with Salesforce and Jira
• Strong interpersonal, communication, and problem-solving skills
• Ability to manage multiple priorities in a fast-paced environment

Bonus Points For

• Experience in the healthcare industry
• Telecom technical knowledge
• Programming or technical experience with complex customer API integrations