ABOUT THE ROLE

The Senior Account Manager is a trusted partner to our clients, building deep, strategic relationships that drive retention, adoption, and growth. You will be the primary point of contact for a diverse portfolio of customers—managing inbound needs, leading proactive engagement, and ensuring successful renewals.
In this role, you will work closely with Account Executives to uncover new opportunities and expand Ascend’s footprint within client organizations. You’ll also be a bridge between clients and internal teams—bringing valuable insights from the field to inform our product, marketing, and sales strategies.
This is a role for someone who thrives on both relationship building and business growth, who is energized by solving client challenges, and who excels in a fast-paced SaaS environment.

What You’ll Do

• Drive Retention & Growth
• Maintain high retention rates across your portfolio.
• Identify and close expansion opportunities within existing accounts, exceeding revenue targets.
• Proactively spot and mitigate churn risks.
• Deeply Understand Your Clients
• Learn the business, roles, metrics, and pain points within each account.
• Build relationships with both end users and decision makers to ensure Ascend is seen as a trusted partner.
• Lead regular business reviews and client touchpoints.
• Be a Strategic Partner
• Collaborate with Account Executives to craft targeted messaging and account strategies.
• Deliver relevant insights, resources, and updates that drive engagement and adoption.
• Serve as both the client’s advocate inside Ascend and Ascend’s advocate with the client.
• Bring Insights Back to Ascend
• Capture client success stories, product feedback, and market trends.
• Share findings internally to inform product roadmaps, marketing campaigns, and sales enablement