The Senior Account Manager manages enterprise accounts, focusing on customer retention and growth by aligning services with client goals. This role involves executive engagement, renewal strategies, and cross-functional leadership to ensure customer satisfaction and measurable value realization.
Location requirements:
Remote based role. Open to candidates in the United States
About the Role:
The Senior Account Manager (Sr. AM) is responsible for owning and growing a portfolio of strategic enterprise customers. This role focuses on driving customer value realization, retention, and expansion by aligning the platform’s Agentic IT Operations capabilities to customer business and operational outcomes. The SAM operates as the General Manager of their accounts, partnering closely with Sales, Product, Engineering, and Customer teams to deliver measurable impact and long-term partnership value.
What you will do:
- Customer ownership: Own retention and growth for Tier 1 enterprise accounts. Build multi-year strategic account plans aligned to customer IT operations goals.
- Executive engagement: Build relationships with CIOs, VPs of IT Ops, and SRE leaders. Lead EBRs and BVRs that tie platform capabilities to measurable ROI.
- Renewals & expansion: Own renewal strategy and execution. Identify upsell and cross-sell opportunities, manage churn risk, and drive GRR/NRR targets.
- Cross-functional leadership: Coordinate Sales, TAM, SE, Support, and PS teams on your accounts. Advocate for the customer internally while balancing business objectives.
- Voice of customer: Provide structured feedback to Product and R&D. Surface reference, case study, and speaking opportunities to deepen partnerships.
What skills and experience you’ll bring to BigPanda:
- 5+ years in Account Management, Customer Success, or Strategic Accounts in B2B SaaS
- Background in enterprise IT, IT Operations, SRE, Observability, or Incident Management platforms
- Proven track record managing large ARR accounts, renewals, and expansion
- Executive presence — able to translate technical value into business terms
- Comfortable navigating complex, multi-stakeholder enterprise organizations
- At ease operating with ambiguity in fast-moving SaaS environments
About Us:
BigPanda is a fast-growing, values-driven, global company that enables Tech Ops teams to keep the digital economy running. BigPanda’s AI-driven IT operations (aka AIOps) platform transforms IT data into insight and action. By eliminating IT noise, automating incident management, and keeping our customers’ digital services up and running around the clock, we become a mission-critical part of our customers’ IT operations.
With BigPanda, some of the world’s largest enterprises including Hulu, Cisco, United, and many others are able to reduce costs and increase efficiencies, accelerate business velocity, and deliver extraordinary customer experiences.
BigPanda is backed by top-tier investors including Sequoia, Mayfield, Battery, Insight Partners, Advent International, and Greenfield Partners.
We have an awesome team of motivated, knowledgeable, fun-loving, and friendly Pandas. We provide comprehensive health coverage, parental leave, competitive cash and equity compensation, and a supportive, collaborative, and innovative environment to empower you to do the best work of your career.
Our Benefits:
- Competitive equity
- Remote-first environment
- Unlimited PTO
- Twelve (12) paid holidays throughout the year
- Comprehensive health benefits
- #PandaParent support. Financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents.
- Financial planning services
- Employee learning & development budget
- Values-based recognition (quarterly and annually)
- Social community & ERG programs
- Dog friendly office
- Lunches provided in office
- Flexible work environment along with a work-from-home stipend to support remote work arrangements
- Values-based culture
Please note that visa sponsorship is not available for this position.
Market competitive salary with an anticipated OTE range of $300,000- $150,000. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location
BigPanda offers a generous total rewards package that includes base pay, bonus, equity, and a world-class benefits program. We run two (2) compensation review cycles per year to ensure that managers can recognize employees without much lag between achievement and reward. All of this builds toward the best compensation we can give to anyone: the ability to develop your skills each and every day. BigPanda has a significant focus on career development that is at the core of our employee experience.
BigPanda is proud to be an Equal Employment Opportunity workplace employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Note: BigPanda is an E-Verify Employer
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
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