Strategic Account Manager

Overview

The Strategic Account Manager is the primary point of contact and trusted advisor for Sentri Lock’s highest-value customers. Responsible for the post-sales relationship, the SAM ensures customers achieve their desired outcomes while driving retention, growth, and advocacy. They serve as the internal voice of their assigned accounts, championing customer needs across the organization. The SAM collaborates cross-functionally with Customer Success, Implementation, Product, Sales, and Marketing teams to deliver a seamless and impactful customer journey, making the role central to our overall customer experience strategy.

The SAM plays a strategic role in keeping our most important accounts loyal, engaged, and expanding, including developing a deep understanding of each customer’s business operations to align Sentri Lock’s solutions with their strategic goals and daily workflows. This role carries direct accountability for retention and expansion revenue within assigned strategic accounts, ensuring alignment with company growth objectives.

• Customer Strategy and Success
  Own the post-sales relationship for Sentri Lock’s highest value accounts, acting as the primary point of contact and strategic advisor, coordinating internal resources to resolve complex issues swiftly and effectively.
• Growth & Advocacy
  Own renewal and upsell strategies for assigned accounts, including leading negotiations and achieving revenue targets tied to retention and growth.
• Operational Excellence
  Partner with internal teams to ensure smooth onboarding and issue resolution; collaborate on renewal and upsell strategies including contract negotiations and pricing alignment; work with Sales during the new customer acquisition process to ensure a seamless transition from pre-sales to post-sales.
• Internal Leadership & Influence
  Maintain accurate and up-to-date account plans, health scores, and engagement data in CRM systems; provide regular reporting to leadership on account performance, risks, and strategic initiatives; stay informed on industry trends to proactively advise customers; perform other related duties as assigned.

• 5+ years of experience in strategic account management, customer success, or enterprise consulting.
• The ideal candidate will hold a Bachelor’s degree (required), with a Master’s degree considered a strong asset.
• Proven success managing complex, high-value customer relationships in a SaaS or technology environment.
• Approximately 25–40% travel required. This includes travel for customer engagement, executive alignment, and participation in conferences or trade shows.
• Demonstrated experience leading complex renewal negotiations, including multi-stakeholder alignment, pricing strategy, and contract structuring.
• Strong business acumen with the ability to align solutions to customer goals and ROI.
• Exceptional communication, presentation, and stakeholder management skills.
• Proficiency with CRM tools (e.g. Hub Spot) and customer success platforms.
• Experience with tiered customer segmentation and lifecycle planning.
• Background in post-sales journey mapping or strategic planning.
• Ability to navigate ambiguity and drive outcomes in a dynamic, fast-paced environment.
• Passion for customer experience and a proactive, solution-oriented mindset