Key Account Manager

Role Overview :

We are seeking a commercially aware and relationship-driven Key Account Manager to own the success of algoShack's largest enterprise clients. You will be the primary point of contact for accounts responsible for adoption, renewal, expansion, and long-term value creation.

Key Responsibilities :

• Own the end-to-end customer relationship for assigned key accounts, from onboarding through renewal and expansion
• Drive product adoption: proactively engage users, identify inactive accounts, and bring them back into productive usage
• Lead subscription renewal process: track renewal dates, initiate conversations proactively, and eliminate surprise churn
• Conduct regular business reviews with key stakeholders - quantify value delivered and align on future goals
• Own expansion opportunities and partner with sales leadership where required to close commercial discussions
• Act as the voice of the customer internally: feed product feedback, complaints, and feature requests to the product and CS teams
• Coordinate with Demo Specialists, Trainers, and POC Specialists to deliver seamless customer experiences
• Monitor churn risk signals using the customer success analytic tools, intervene proactively
• Manage and resolve escalated customer complaints with urgency and ownership
• Maintain accurate account plans, renewal forecasts, and opportunity pipelines within systems

Skills & Qualifications :

• 4–8 years in key account management, customer success, or strategic sales - ideally in B2B SaaS
• Strong commercial acumen: understanding of renewal economics, NRR, and expansion revenue
• Exceptional relationship management skills - ability to build trust with C-level and operational stakeholders alike
• Confident communicator capable of leading executive business reviews and difficult conversations
• Analytical mindset: able to use customer data to identify risk and opportunity
• Self-starter who can manage multiple large accounts simultaneously with minimal supervision
• AI literacy with a strong understanding of Generative AI, AI-powered SaaS products, and how AI can improve customer workflows and business outcomes.
• Comfortable using AI-enabled productivity tools (such as Microsoft Copilot, ChatGPT, Gemini, or similar) to improve customer communication, account planning, meeting preparation, and insight generation.
• Understanding of software testing concepts, including Manual and Automation Testing, with the ability to confidently discuss testing processes and technical requirements with clients.
• Knowledge of SDLC, STLC, functional/regression testing, Types of testing, defect lifecycle, UAT, and test automation concepts is required.
• Candidates must have sufficient technical understanding of QA/testing processes to effectively bridge client requirements with internal technical, QA, and engineering teams.

Nice to Have :

• Experience in enterprise software, QA tools
• Track record of managing large accounts