Customer Success Account Manager

Account Manager

At Confluent, one of our core values is to 'Earn Our Customers' Love'. As an Account Manager, you will be a key partner to our customers, helping them unlock the full value of their investment in our platform.

In this role, you'll own a portfolio of customers, working closely with internal and customer stakeholders to understand their goals, use cases, and challenges. You'll design and drive tailored success and implementation plans that anchor engagement & accelerate adoption, ensure high retention and support customers as their use of the platform matures and scales.

This is an ideal opportunity for someone who loves technology but equally enjoys solving business problems for customers, identifying new opportunities to expand customer value.

You will play a key role in driving customer success, renewals and subscription expansion through proactive identification of new and upsell opportunities.

This role is ideally suited for individuals with an existing background in Account Management or in Sales.

Act as a trusted business partner : foster strong relationships with customers by establishing yourself as their go-to advisor. Help them adopt and expand their use of Confluent to drive real business value.

Own the ultimate success of our customers in your territory, ensuring they realize the full value of the Confluent platform including new ways to grow their usage and investment.

Own the consumption planning, use case mapping, IP adoption, and business value realization of your book of business.

Design and execute the account strategy and success plan on the whole portfolio of customers, with a clear focus on both retention and growth.

Meet / exceed quarterly renewal targets by proactively managing your customer portfolio and ensuring on-time customer retention, while driving new cloud consumption.

Coordinate the engagement of other Confluent resources (e.g. Customer Solutions Consultants, Product Managers, Support, Legal, etc.) to ensure ongoing customer success and to support the sales cycle for new opportunities.

Promote the use of Confluent features and technology, communicating ROI throughout the customer lifecycle to stakeholders of all levels and presenting new solutions that address evolving customer needs.

Build and maintain strong relationships with key users and decision makers at assigned customers, keeping them connected to technical and business value being added by our platform of solutions.

Proactively identify issues / risks and escalate internally for prompt resolution.

Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product and translate feedback into potential new product or feature opportunities.

Previous experience (at least 6 years) in either Sales, Customer Success or Account Management, with a proven track record of revenue growth and / or supporting customer adoption and value realization.

Proven track record of supporting a high volume of accounts to deliver high customer satisfaction, advocacy, and loyalty.

Prior experience in the enterprise and / or cloud software space with an understanding of sales cycles.

Analytical mindset : monitor KPIs and behavioral trends to prioritize at-risk customers in a large portfolio.

Aptitude to pick up technology and become proficient in mapping customers business goals to Confluents features and functionality.

Experience in managing timely renewals, including forecasting renewals and new expansion opportunities within an account.

Strong presentation skills, capable of explaining complex issues and solutions to a highly skilled and experienced audience.

Strong team player who can navigate complex stakeholder dynamics and ensure that the optimal business outcomes are achieved through the engaged resources.

Ability to thrive in a fast-paced, high-pressure, dynamic environment focused on achieving sales targets.

Clear, consistent demonstration of self-starter behavior and a desire to solve challenging technical and non-technical problems with minimal supervision.

Excellent project management experience for effective internal stakeholder management, coordinating with various teams to ensure account success.

This is a remote work position.

A minimum of 5 years of prior experience working in a technology company or related field.

Come As You Are

Belonging isn't a perk here. It's the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what's possible.

We're proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.