Account Manager - Renewals (West)

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Your opportunity

At New Relic, we believe in a virtuous cycle where customer success fuels improved revenue performance. Our Account Manager role is a pivotal function of an updated pod structure that sits at the intersection of Customer Success, Sales, and Product. Focused squarely on securing and growing our existing revenue base. We are a passionate, upbeat, and highly motivated group committed to exceptional customer loyalty, support, and expansion. 

We are seeking an Account Manager to join our team and make a positive impact in the continued success and growth of our organization. In this critical role, you will be a driver of retention, adoption, and expansion. Strong leadership ensures positive relationships and alignment across Product, Marketing, and Sales, and Support. If you are passionate about building deep, strategic customer relationships and thrive in a quota-carrying environment, let's talk!

What you'll do

You will utilize your skills in customer success, renewals, and sales methodologies to exceed customer expectations and deliver value across multiple key performance indicators. 

Drive Revenue & Retention 

• Pod Collaboration: In partnership with the Account Team, you will function as a secondary seller within a unified pod structure. This role is essential in supporting the Account Executive (Core Seller) through seamless cross-functional alignment and collaborative deal execution. You will review areas of opportunity (whitespace analysis), organize and manage enablement sessions with Technical Success Managers, and in partnership with the Solutions Consultants, help drive new growth opportunities for Account Executives. 
• Secure & Negotiate Renewals: Build positive relationships with customers including economic buyers, decision-makers, champions and end-users, negotiating contracts for direct and partner managed agreements. 
• Mitigate Churn: Proactively identify accounts running "cold" and/or at risk (downgrades, churn, low BCM Burn Rate) and develop strategic plans to mitigate uncertainty, drive customer satisfaction, increase consumption, and maintain high renewal rates. 
• Deliver Expansion: Grow revenue at renewal time and throughout the customer lifecycle. Increase Billable Consumption Metric (BCM) for current subscription customers and convert Pay-As-You-Go (PAYG) customers through sub-account prospecting and finding new upsell opportunities. 

Cultivate Customer Success & Adoption 

• Improve Customer Relationships: Collaborate with Account Executives on accounts at key moments in the customer journey, becoming their voice within New Relic.
  • Coordinate Customer Business Reviews
  • Contribute to Account Plans
  • Complete the Renewal Process & Discussions 

• Increase Adoption: Support customer Onboarding and strengthen product knowledge through:
  • Account Health Checks 
  • Business Value Assessments Enablement Sessions 

• Advocate & Resolve: Collaborate with departments (Sales, Operations, Customer Solutions, Legal, and Collections) to resolve customer issues and advocate on their behalf. 

Strategic Execution & Data Analysis 

• Value Articulation: Effectively communicate company messages and our value proposition, both verbally and in writing. 
• Data-Driven Strategy: Use strong analytical skills and experience working with data to professionally advise strategy, identify industry trends, and inform economic buyers and decision-makers. 
• Operational Excellence: Maintain an accurate customer master record, including buying programs, contract renewal dates, customer contact information, and sentiment. Ensure proper Salesforce hygiene with thorough, accurate, and up to date information for all your accounts, opportunities, and contacts. 

This role requires

• 5+ years of experience in a quota-carrying role, managing renewals, or customer success role, closing large complex time-sensitive software contracts, preferably within the SaaS industry. 
• Proven ability to build deep, strategic relationships with customer contacts at all levels of technical and non-technical depth, including senior leadership and C-Level Executives. 
• Experience in building, analyzing, and interpreting datasets to accurately manage a pipeline for success. 
• A track record of identifying key customer goals and steering value-based discussions that lead to growth and expansion. 
• Excellent professional written and verbal communication skills that actively demonstrates true relationship-building, and the ability to work collaboratively with all internal and external points of contact effectively. 
• Experience in mastering time management that yields retaining loyal customers and successfully renewing contracts early and on time. 
• Experience using and learning new software (e.g., G Suite, Salesforce, Salesloft) MS Excel and PowerPoint presentations.

Bonus points if you have

• Thorough background in Observability, Application Performance Monitoring, and/or DevOps. 
• Experience with Consumption-based Selling and Platforms. 
• Experience with multiple defined Sales Methodologies including, Challenger Sale, Command of the Message, and MEDDPICC. 
• Contributed to building a scaled Customer Success function. 
• Project Management Experience (e.g., PMP, CSM, or CSPO, certifications).

Please note that visa sponsorship is not available for this position.

#LI-MM1 #LI-Remote

The pay range below represents a reasonable estimate of the on target earnings (salary plus target sales incentives) for the listed position. This role is eligible for a commission plan (as defined in the sales incentive plan document). Pay within this range varies by work location and may also depend on job-related factors such as an applicant’s skills, qualifications, and experience.

New Relic provides a variety of benefits for this role, including healthcare, dental, vision, parental leave and planning, mental health benefits, a 401(k) plan and match, flex time-off, 11 paid holidays, volunteer time off, and other competitive benefits designed to improve the lives of our employees.

Estimated On-Target Earnings Range$138,000—$172,000 USD

Fostering a diverse, welcoming and inclusive environment is important to us. We work hard to make everyone feel comfortable bringing their best, most authentic selves to work every day. We celebrate our talented Relics’ different backgrounds and abilities, and recognize the different paths they took to reach us – including nontraditional ones. Their experiences and perspectives inspire us to make our products and company the best they can be. We’re looking for people who feel connected to our mission and values, not just candidates who check off all the boxes. 

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to [email protected].

We believe in empowering all Relics to achieve professional and business success through a flexible workforce model. This model allows us to work in a variety of workplaces that best support our success, including fully office-based, fully remote, or hybrid.

Our hiring process

In compliance with applicable law, all persons hired will be required to verify identity and eligibility to work and to complete employment eligibility verification. Note: Our stewardship of the data of thousands of customers means that a criminal background check is required to join New Relic.

We will consider qualified applicants with arrest and conviction records based on individual circumstances and in accordance with applicable law including, but not limited to, the San Francisco Fair Chance Ordinance.

Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. New Relic does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with New Relic.

New Relic develops and distributes encryption software and technology that complies with U.S. export controls and licensing requirements. Certain New Relic roles require candidates to pass an export compliance assessment as a condition of employment in any global location. If relevant, we will provide more information later in the application process.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics. 

Review our Applicant Privacy Notice at https://newrelic.com/termsandconditions/applicant-privacy-policy