Account Manager I

Position Overview The Small Business Account Manager is responsible for managing a portfolio of Small Business customer accounts, with a primary focus on customer retention, net dollar retention (NDR), renewals, cross-sell, and upsell. This role owns the end-to-end renewal process for approximately 70–90 customer accounts within the Small Business segment, defined as customers with $0–$100M in annual revenue. As the primary commercial point of contact for their assigned portfolio, the Small Business Account Manager partners closely with implementation, customer support, and specialist teams to drive customer adoption, maximize value, reduce churn, and identify opportunities for expansion. The ideal candidate is customer-focused, commercially driven, highly organized, and skilled at balancing relationship management with revenue growth. Key Responsibilities Manage a portfolio of approximately 70–90 Small Business customer accounts. Own the end-to-end renewal process, including renewal planning, forecasting, customer engagement, negotiation, and contract execution. Drive Net Dollar Retention (NDR) by identifying and executing cross-sell and upsell opportunities within the existing customer base. Build trusted relationships with key customer stakeholders to understand business objectives, product usage, risks, and growth opportunities. Partner with implementation, customer support, and subject matter experts to deliver a seamless customer experience throughout the customer lifecycle. Monitor account health, proactively identify churn risks, and develop action plans to improve customer outcomes and retention. Conduct regular business reviews focused on customer value, adoption, renewal readiness, and expansion opportunities. Maintain accurate account, pipeline, renewal, and forecast data within CRM systems. Collaborate cross-functionally to remove customer blockers and ensure timely resolution of issues. Meet or exceed renewal, retention, cross-sell, upsell, and revenue performance targets. Required Experience & Skills 2+ years of experience in Account Management, Customer Success, Renewals, or Inside Sales, preferably within a SaaS or subscription-based business. Demonstrated success managing a portfolio of customer accounts while achieving retention and revenue growth targets. Strong customer-first mindset with the ability to balance customer advocacy and commercial outcomes. Experience leading renewal conversations, including pricing discussions, negotiation, and contract execution. Proven ability to identify customer needs and uncover expansion opportunities through cross-sell and upsell. Excellent collaboration skills with experience working across customer-facing and cross-functional teams. Strong communication, organizational, time management, and follow-through skills. Comfortable managing multiple priorities in a high-volume, fast-paced environment. Preferred Qualifications Experience managing SMB customers in a high-volume SaaS environment. Familiarity with SaaS performance metrics, including Gross Revenue Retention (GRR) and Net Dollar Retention (NDR). Experience working in a quota-carrying or target-driven commercial organization. Knowledge of customer lifecycle management, renewals, and customer success best practices. Experience using CRM platforms such as Salesforce. Compensation & Benefits Compensation for this role includes a competitive base salary plus variable compensation tied to renewal, retention, cross-sell, and upsell performance. The role may also be eligible for additional incentive programs based on individual and company performance. Benefits include medical, dental, and vision coverage, retirement savings programs, paid time off, company holidays, wellness initiatives, and other employee support programs, in accordance with company policies and local eligibility requirements. U.S pay range $65,000 — $75,000 USD About Us Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster. At Diligent, we're building the future with people who think boldly and move fast. Whether you're designing systems that leverage large language models or part of a team