TensorOps is hiring a Manager of Customer Account Management. You will lead and coach a team of Customer Account Managers responsible for driving renewals, upsells, and cross-sell revenue. Your role is to develop strategies that strengthen Gross Dollar Retention, protect logo retention, and expand Redwood’s footprint within existing accounts, directly influencing revenue growth and long-term customer value.
What You'll Do
- Manage, mentor, and develop a team of Customer Account Managers to meet and exceed revenue targets for renewals, upsells, and cross-sell of Redwood products.
- Drive and exceed team performance across key KPIs: Gross Dollar Retention (GDR) + price increases, logo retention, expansion revenue, and professional services growth.
- Develop and implement strategies to expand Redwood’s footprint within existing accounts and accelerate revenue growth.
- Align Customer Account Management objectives with company priorities through close partnership with Sales Leadership and the Executive Leadership Team.
- Collaborate with cross-functional teams—including Product, Professional Services, Support, and Marketing—to ensure successful customer outcomes and identify new growth opportunities.
- Track, analyze, and report on key performance metrics to assess team success and adapt strategies as needed.
- Build and strengthen executive-level relationships within customer accounts to support retention, expansion, and long-term account health.
- Identify new opportunities through customer insights, usage patterns, and renewal signals.
- Develop and deliver training programs to equip CAMs with the product knowledge, commercial acumen, and skills needed to succeed.
- Foster a culture of collaboration, accountability, and customer-centricity across the Customer Account Management organization.
What We're Looking For
- 3–5 years of experience in customer-facing roles such as customer success, account management, sales, technical consulting, or enterprise support.
- Strong communication skills, with the ability to articulate technical information effectively to both technical stakeholders and senior executives.
- Proven ability to lead and inspire customer-facing teams, driving performance and professional growth.
- Excellent organizational skills with the ability to manage competing demands, multiple priorities, and large customer portfolios.
- Strong analytical skills for assessing customer health, usage trends, renewal risk signals, and expansion opportunities.
- Experience facilitating collaboration across functional teams in both in-person and virtual environments.
- Familiarity with Salesforce and tools like Outreach (or similar sales execution platforms).
- Strong personal drive to support team success and individual development.
- Passion for working in a dynamic, problem-solving environment within enterprise software.
- Outstanding written and verbal communication skills.
- Ability to operate confidently with customers at the executive level.
- Demonstrates professionalism, accountability, and a growth mindset.
- A collaborative team player who builds trusted relationships across all functions.
Nice to Have
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience.
Technical Stack
- Salesforce
- Outreach
Team & Environment
You will manage, mentor, and develop a team of Customer Account Managers (CAMs).
Work Mode
This role is based globally, with a location focus in the United Kingdom.
Redwood is an equal opportunity employer. Redwood prohibits unlawful discrimination based on race, colour, religion, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy or any other consideration made unlawful by regional or local laws.
