Description

The Strategic Account Manager is the primary point of contact and trusted advisor for SentriLock’s highest-value customers. Responsible for the post-sales relationship, the SAM ensures customers achieve their desired outcomes while driving retention, growth, and advocacy. They serve as the internal voice of their assigned accounts, championing customer needs across the organization.

As the key driver of the long-term customer relationship and revenue growth, the SAM plays a strategic role in keeping our most important accounts loyal, engaged, and expanding. This includes developing a deep understanding of each customer’s business operations to align SentriLock’s solutions with their strategic goals and daily workflows. In addition, this role carries direct accountability for retention and expansion revenue within assigned strategic accounts, ensuring alignment with company growth objectives.

The SAM collaborates cross-functionally with Customer Success, Implementation, Product, Sales, and Marketing teams to deliver a seamless and impactful customer journey, making the role central to our overall customer experience strategy.

Responsibilities and Duties

Customer Strategy and Success

• Own the post-sales relationship for SentriLock’s highest value accounts, acting as the primary point of contact and strategic advisor, coordinating internal resources to resolve complex issues swiftly and effectively.
• Build and maintain strong relationships with executive stakeholders to ensure alignment on strategic goals and long-term partnership value.
• Develop and execute tailored account plans that align with customer goals and business outcomes.
• Lead quality business reviews (QBR's), strategic planning sessions, and roadmap alignment discussions.

Growth & Advocacy

• Own renewal and upsell strategies for assigned accounts, including leading negotiations and achieving revenue targets tied to retention and growth.
• Deeply understand each customer’s business model, success metrics, and long-term objectives.
• Proactively identify risks and opportunities to drive retention, expansion, and advocacy.
• Serve as the voice of the customer internally, influencing product development and service enhancements that can create revenue for SentriLock.
• Identify and nurture customer advocates for participation in reference programs, case studies, and industry events.

Operational Excellence

• Partner with internal teams teams to ensure smooth onboarding and issue resolution.
• Collaborate internally on renewal and upsell strategies, including contract negotiations and pricing alignment.
• Work alongside Sales during the new customer acquisition process to ensure a seamless transition from pre-sales to post-sales and set the foundation for long-term success.
• Share customer insights with the Executive team and Internal teams to inform product roadmap, service delivery improvements, and go-to-market strategies.

Internal Leadership & Influence

• Maintain accurate and up-to-date account plans, health scores, and engagement data in CRM systems.
• Provide regular reporting to leadership on account performance, risks, and strategic initiatives.
• Stay informed on industry trends and competitive landscape to proactively advise customers and position SentriLock as a strategic partner.
• Performs other related duties as assigned to support the organization’s goals and objectives.

Requirements

• 5+ years of experience in strategic account management, customer success, or enterprise consulting.
• The ideal candidate will hold a Bachelor’s degree (required), with a Master’s degree considered a strong asset.
• Proven success managing complex, high-value customer relationships in a SaaS or technology environment.
• Approximately 25–40% travel required. This includes travel for customer engagement, executive alignment, and participation in conferences or trade shows.
• Demonstrated experience leading complex renewal negotiations, including multi-stakeholder alignment, pricing strategy, and contract structuring.
• Strong business acumen with the ability to align solutions to customer goals and ROI.
• Exceptional communication, presentation, and stakeholder management skills.
• Proficiency with CRM tools (e.g. HubSpot) and customer success platforms.
• Experience with tiered customer segmentation and lifecycle planning.
• Background in post-sales journey mapping or strategic planning.
• Ability to navigate ambiguity and drive outcomes in a dynamic, fast-paced environment.
• Passion for customer experience and a proactive, solution-oriented mindset