Account Manager Lead

About Paladin Drones

Paladin is revolutionizing public safety with autonomous drone technology. Our mission is to get first responders eyes on a scene within 90 seconds. Our drones respond to over 1000 emergency calls each week giving agencies real-time situational awareness when every second counts.

We are a fast-growing mission-driven team developing innovative technology that makes communities safer.

Position Overview

The Account Manager Lead is responsible for driving customer retention expansion and long-term success across a portfolio of strategic accounts. This role serves as both a senior individual contributor and a people leadersetting best practices mentoring Account Managers and partnering cross-functionally to ensure exceptional customer outcomes.

The ideal candidate is a relationship-builder strategic thinker and coach who thrives in a fast-paced scaling environment and is passionate about delivering value to customers.

Key Responsibilities

Customer & Revenue Ownership

• Own and grow a portfolio of high-value customer accounts ensuring strong retention and expansion.
  
• Act as a trusted advisor to customers understanding their business objectives and aligning solutions to their needs.
  
• Lead renewal and upsell conversations consistently meeting or exceeding retention and growth targets.
  
• Manage escalations and complex customer issues ensuring timely and effective resolution.
  

Team Leadership & Enablement

• Lead mentor and support Account Managers providing coaching on account strategy customer communication and revenue growth.
• Establish and refine account management best practices playbooks and processes.
• Support onboarding and training of new Account Managers.
• Partner with leadership to assess team performance and contribute to hiring decisions.
• Periodic cadence of forecast by each AM and as a group in totality updates in as real time as possible to CRM (Hubspot).

Cross-Functional Collaboration

• Work closely with Sales Customer Success Product and Support teams to deliver a seamless customer experience.
  
• Advocate for customer needs internally and provide feedback to inform product and service improvements.
  
• Collaborate on account plans for strategic and enterprise customers.
  

Strategy & Reporting

• Develop account strategies and success plans for key customers.
  
• Track and report on account health retention churn risk and expansion opportunities.
  
• Analyze trends and proactively identify opportunities to improve customer satisfaction and revenue outcomes.
  

Qualifications

• 5 years of experience in Account Management Customer Success or a related role.
  
• 2 years of experience leading or mentoring team members.
  
• Proven track record of managing complex accounts and driving renewals and growth.
  
• Strong communication negotiation and relationship-building skills.
  
• Experience working in a SaaS technology or subscription-based business preferred.
  
• Comfortable working in a fast-paced evolving environment.
  

Preferred Qualifications

• Experience managing enterprise or public-sector accounts.
  
• Familiarity with CRM tools (Salesforce or similar).
  
• Strong analytical skills with the ability to translate data into action.