The Account Manager serves as the primary commercial and relationship owner for a portfolio of existing MeridianLink customers within the post-land coverage model. This role is accountable for driving net revenue retention (NRR) through renewals, expansions, cross-sell, and upsell activities while ensuring long-term customer health and value realization across assigned accounts. The Account Manager develops and executes account strategies that align MeridianLink’s solutions to customer business objectives, leads consultative sales motions, manages renewals, and proactively identifies growth opportunities across the customer lifecycle.
In close partnership with Sales leadership, Customer Support, Product, Professional Services, and other internal stakeholders, the Account Manager coordinates resources to deliver a cohesive customer experience while maintaining ownership of revenue outcomes. This position operates with a high degree of autonomy and requires strong product and industry knowledge, strategic selling capability, organized account ownership, and disciplined opportunity management.
Expected Duties:
Account Ownership & Customer Relationship Management
- Serve as the primary commercial owner and point of contact for assigned customer accounts.
- Build and maintain trusted relationships with assigned customer stakeholders, including executive-level contacts.
- Lead regular account check-ins and strategic business reviews.
- Align internal stakeholders to support long-term customer partnership and growth.
- Maintain accurate account health, risks, and activity documentation in CRM systems.
Revenue Growth, Renewals & Retention
- Own revenue outcomes across renewals, expansions, cross-sell, and upsell.
- Identify, qualify, and close growth opportunities within the existing customer base.
- Partner with Renewal and Deal Desk teams to structure pricing, negotiate terms, and execute contracts.
- Monitor renewal timelines, identify churn risk, and support mitigation planning.
- Articulate customer value and revenue impact tied to renewals and expansions.
Strategic Selling & Opportunity Management
- Apply a consultative, value-based selling approach to diagnose customer needs and position solutions.
- Develop and execute account and opportunity plans.
- Manage opportunities from identification through close, ensuring stakeholder alignment.
- Support deal analysis, product demos, and solution scoping as needed.
Pipeline Management & Forecasting
- Maintain accurate and timely opportunity, pipeline, and forecast data in Salesforce and related tools.
- Own monthly, quarterly, and annual sales forecasting for assigned accounts.
- Track activities, customer interactions, and opportunity progress to support forecast accuracy and leadership visibility.
Product Knowledge & Value Enablement
- Maintain strong working knowledge of MeridianLink products, platforms, and solutions.
- Communicate product value propositions clearly and credibly to customer stakeholders.
- Support customer adoption and value realization through commercial engagement and targeted enablement.
- Stay current on product roadmap updates, releases, and training to effectively advise customers and internal partners, as well as communicate how specific product releases solve unique customer needs
Customer Support Coordination & Escalation
- Partner with Client Support and CAP teams to oversee escalations and high urgency customer situations.
- Advocate for clients internally by coordinating across Product, Support, Implementation, and other cross-functional stakeholders.
- Assist with billing, invoicing, and contract related inquiries as needed.
Account Health & Risk Management
- Monitor customer usage, adoption indicators, and sentiment to assess account health.
- Identify early warning signs of risk and proactively recommend mitigation strategies.
- Share customer feedback, insights, and success stories with internal stakeholders to improve products and processes.
Qualifications: Knowledge, Skills, and Abilities
This position will have a full understanding of the areas of responsibility for this role and perform all aspects of the role independently. The role will have work that includes new, highly complex, or impactful to the business. The individual should have complete knowledge and a full understanding of the area of specialization, principles, and practices within a professional discipline. The role will include work on problems of diverse scopes where analysis of information requires evaluation of identifiable factors. Work is expected to be done independently through independent judgment.
- Bachelor’s degree and 2–4 years of related experience in account management, sales, customer success, or a comparable customer facing commercial role, or equivalent experience.
- Strong knowledge of consultative and value based selling practices.
- Understanding of account planning, opportunity management, pipeline management, and forecasting.
- Working knowledge of SaaS or technology enabled products and the ability to communicate product value to diverse customer stakeholders.
- Experience using CRM and sales enablement tools to manage customer relationships and revenue activities.
- Strong analytical, organizational, communication, and problem-solving skills, with the ability to manage multiple priorities and operate effectively in a dynamic environment.
