Account Manager - Client Growth & Retention

The Role

Key Responsibilities

Grow the Book (70%)

• Map every account: stakeholders, contract terms, technology footprint, and whitespace. Build your own expansion pipeline. Waiting for a client to raise their hand is not a strategy.
• Run the full expansion cycle: discovery, proposal, negotiation, and signature. You’ll partner with our Sales Architecture team for technical validation, but the deal is yours to close.
• Build relationships ahead of the opportunity. Get to know the decision makers across each account including CEOs, CTOs, CFOs, and IT Directors—so you have real rapport before you need it.

Protect the Base (30%)

• Lead structured Quarterly Business Reviews. The QBR is central to how Celito manages accounts. You’ll prepare and lead a disciplined review for every key account, covering service performance, roadmap, and business priorities, and turn each one into a documented plan with clear next steps.
• Own net retention. You’re accountable for the net revenue retention of your entire book. That means getting ahead of every renewal: contract timelines, satisfaction, and competitive threats. You lead the renewal negotiation through to signature.
• Be the client’s advocate internally. Coordinate with Operations, Provisioning, and Support when issues arise. You don’t run the tickets, but you own the outcome.

How We Measure Success

• Net revenue retention across your book.
• Expansion bookings you personally closed.
• Gross retention and on-time renewal rates.
• QBR coverage and cadence across key accounts.

The Ideal Candidate

• You find the opportunity. You’d rather uncover a need a client didn’t know they had than sit back and wait for an RFP.
• You’re motivated by growth. Relationship health matters to you because trusted advisors earn the right to sell more, not the other way around.
• You’re comfortable at the executive level. Whether you’re leading a boardroom QBR or walking in a client server room, you carry yourself with confidence.

Required Qualifications

• 5+ years of B2B account management or full-cycle sales experience, with a track record of growing existing accounts through expansion quota, net revenue retention ownership, or a comparable measure.
• Strong account-planning skills, including whitespace analysis, consultative selling, negotiation, renewal management, and CRM forecasting.
• Based in the Raleigh area. This role works from our Raleigh office and involves regular time on-site with clients across the Triangle.

Preferred Qualifications

• Background in telecommunications, SaaS, fiber, or managed IT services.
• Familiarity with MEDDPICC, Gap Selling, or comparable methodology.

Why This Role?

• A real book from day one. You inherit actual revenue with clear whitespace to grow across our full portfolio.
• You keep the close. You run and close your own expansion deals, and you’re compensated accordingly.
• Sales support that lets you sell. Our Sales Architecture team handles the deep technical work so you can stay focused on the relationship and the outcome.