Account Manager - (Renewals, Expansion & Cross-Sell)
Lucen Timeline is a fast-growing SaaS company that helps professionals simplify complex project visuals with elegant timelines, roadmaps, and Gantt charts built right inside PowerPoint. With millions of users worldwide - from Fortune 500 enterprises to global nonprofits - we're trusted by teams who need to communicate plans clearly and drive alignment.
We're now entering an exciting next stage: expanding beyond our flagship product into a multi-product SaaS portfolio. With the recent additions of new products, our focus is on deeper enterprise adoption, stronger cross-sell motions, and building long-term strategic customer relationships.
This role sits in Sales. You will carry a quota covering renewal, expansions, and cross sells on assigned book of business.
What you'll do
- Act as the primary point of contact for assigned accounts, ensuring smooth renewals while nurturing customer relationships
- Manage renewal cycles - forecasting, pricing, negotiation, and contract execution
- Proactively identify under-utilized accounts and drive recovery actions
- Surface and act on upsell/cross-sell opportunities
- Conduct discovery-driven check-ins and business reviews that evolve into growth conversations
- Track and report on renewal rates, ARR health, and expansion pipeline
- Share customer insights with Product, Growth, and Sales to inform roadmap and GTM
- Contribute to team playbooks, renewal frameworks, and best practices as the role matures
- Build strong relationships with stakeholders at multiple levels - from champions and users to procurement and IT
Who you are
- 3-5+ years in SaaS account management, renewals, or commercial customer success
- Comfortable owning numbers renewals, expansions, cross sells. Proven track record of meeting quota on renewals and upsell/expansion
- Strong negotiation skills and experience working with IT procurement and asset management teams
- Excellent communication and relationship-building abilities, from users to executives
- CRM fluency (HubSpot/Salesforce) and disciplined pipeline/forecasting habits
- A growth mindset - excited to adopt the growing function of account management as it evolves at Lucen
- Relationship-first you build genuine trust and know the best way to drive revenue is to make partners feel like real partners, not ticket numbers
- Proactive by default you identify risk and opportunity before they become obvious
- Comfortable with commercial conversations: pricing, renewals, contract terms, and negotiation
- Strong communicator clear in writing, confident on calls, good at reading the room
- Enough technical fluency to handle product questions and escalate intelligently
- Experience working with resellers or distributors (e.g. SHI, Insight, CDW or similar) is a strong plus
