Customer Success & Account Manager

Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.Who We AreIntradiem is a technology company on a mission to reinvent customer service through automation. What We DoWe develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.How We WorkWe take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.Our CultureWe take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities. Our ValuesWe believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).Growth Mindset - We believe progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.​Your Role:​Strategic Account Growth​Maximize Intradiem's revenue within assigned accounts by designing and executing strategic account development initiatives that expand customer value and long-term adoption​Manage an annual quota by building and overseeing forecasts and pipelines of customer opportunities, applying advanced business judgment​Lead contract negotiation and renewal strategy, including structuring uplift/expansion opportunities and ensuring alignment with customer objectives​Develop and maintain comprehensive account plans, including organizational maps of subsidiaries, executive sponsors, and key decision-makers across operations, IT, and senior leadership​Identify and evaluate opportunities to expand Intradiem's solutions across additional business units and subsidiaries​Customer Success & Value Delivery​Develop a trusted advisor relationship with Intradiem champions to ensure each customer's use of the solution closely aligns with its business case and strategy​Serve as the primary point of contact for assigned accounts, providing real-time assistance and support for day-to-day needs on the Intradiem platform​Develop and deliver Success Plans identifying stakeholders, milestones, metrics, risks, and solutions inherent in an Intradiem implementation​Own and facilitate reporting and presentations that depict customer value, investment return, opportunities, areas for expansion, operational maturity, and action items​Own delivery on expansion opportunities including rules configuration, process and change management advisement, testing support, and launch adoption support​Relationship & Change Management ​Build and foster executive-level relationships, serving as a trusted advisor to influence customer direction and long-term partnership​Act as a change management advocate, driving adoption of best practices within customer organizations, ensuring smooth transitions and effective implementation​Facilitate change management discussions with customers' operational teams to help them drive adoption of the solution​Serve as a strong customer advocate and voice of the customer when engaging with Intradiem teams in Sales, Technical Support, Product Management, and Senior Leadership​Cross-Functional Collaboration​Partner with internal teams including Product Management, Support, Engineering, and Account Management to track and serve the ongoing needs of assigned accounts​Participate in regular executive account reviews, providing insights and collaborating with cross-functional teams to develop long-term customer retention and growth strategies​Utilize Customer Health tools to track deliverables, customer contacts, risk, and overall health metrics by account​Maintain a deep understanding of customer technical and operational environments, identifying alignment points where Intradiem can add value​Additional Responsibilities​Travel up to 25% to support executive engagements, customer strategy sessions, and industry events​Conduct all business in accordance with Intradiem's policies and procedures​Perform all other duties as assigned​Your Background: ​Bachelor's degree required​6+ years of SaaS account management, customer success, or en