Account Manager Job Description Template - KPIs & Salary

Quick Definition: What does an Account Manager do?

An Account Manager owns ongoing client relationships after the initial sale. They drive retention, renewals, and expansion while coordinating internal teams to deliver value. They proactively manage account health, handle escalations, and align solutions to client goals. In many companies, AMs carry net revenue, renewal, or expansion targets and report pipeline and forecast updates via a CRM.

Copy-Ready Account Manager Job Description Template

Paste this template into your ATS or job board, then tailor using the checklist below.

Job Brief

[Company Name] is hiring an Account Manager to own and grow a portfolio of [SMB/Mid-market/Enterprise] customers in [Industry/Segment]. You will build trusted relationships, drive renewals and expansion, and orchestrate success across Sales, Customer Success, Support, and Product. The ideal candidate is a proactive communicator with strong commercial acumen, CRM discipline, and a track record of retention and growth.

Key Responsibilities

• Own a book of [#] accounts with targets for gross/net revenue retention, renewals, and expansion.
• Lead QBRs/EBRs, translate client goals into action plans, and track adoption/ROI.
• Manage the renewal cycle: forecast, propose terms, negotiate, and close on time.
• Identify upsell/cross-sell opportunities; partner with AEs/CSMs on expansion plays.
• Monitor account health (usage, NPS/CSAT, support trends); mitigate risk early.
• Serve as primary point of escalation; coordinate resolution across Support and Product.
• Maintain accurate pipeline and forecast in [CRM: Salesforce/HubSpot], with notes and next steps.
• Collaborate with Marketing on case studies, references, and advocacy.
• Provide product feedback and influence roadmap with client insights and data.
• Meet or exceed KPIs: retention %, expansion revenue, activity SLAs, and forecast accuracy.

Requirements and Skills

Must-have:

• 2–5+ years in account management, customer success, or B2B client service.
• Proven results in renewals and expansion, with references or metrics.
• Proficiency in [CRM], Excel/Google Sheets (VLOOKUPs/pivot tables), and virtual meeting tools.
• Excellent communication, negotiation, and executive presence.
• Strong time management across multiple accounts and deadlines.

Nice-to-have:

• Industry experience in [SaaS/Agency/Manufacturing/Distribution/Healthcare/etc.].
• Familiarity with CS or BI tools (Gainsight, Totango, Looker, Tableau, Power BI).
• Frameworks: MEDDICC, SPICED, or value-based selling; SOW/contract basics.
• Certifications: SAMA (CSAM), Salesforce user/admin, HubSpot, or SuccessHACKER.

Compensation and Benefits (Base + Variable/OTE)

• Base salary: $[min]–$[max] annually, based on experience and location.
• Variable/commission: Up to [X]% tied to renewals, expansion, and KPIs; OTE $[min]–$[max].
• Benefits: Medical, dental, vision; 401(k) with match; PTO and paid holidays; [remote/hybrid stipend]; parental leave; learning budget; [equity if applicable].
• Additional incentives: Accelerators for over-attainment, SPIFs for strategic wins, quarterly spot bonuses.

EEO, Accommodation, and Pay Transparency Statement

[Company Name] is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any legally protected characteristic. We provide reasonable accommodation to candidates with disabilities throughout the hiring process; email [accommodations@company.com] for assistance.

Pay Transparency: We post ranges where required and for transparency across locations. Actual pay is based on skills, experience, and work location. The posted range reflects base pay only unless otherwise noted; variable pay and benefits are described above. For roles that can be performed in CO, CA, NY, or WA, the base pay range for this position is $[min]–$[max] per year.

Responsibilities of an Account Manager (Explained)

Client relationship management and retention

AMs are the day-to-day business partner for clients, building trust through proactive communication, value reviews, and measurable outcomes. They map stakeholders, align to executive priorities, and surface ROI with clear before-and-after metrics.

For example, a SaaS AM will show usage and outcome gains during QBRs to secure executive sponsorship. Strong relationship management reduces churn risk and sets up expansions. The result is predictable renewals and a pipeline of value-led growth.

Renewals, expansion, and upsell alignment

AMs own the renewal motion from forecast to negotiation, ensuring timely, value-based renewals. They also identify gaps and growth areas—add-on modules, increased seats, services—often partnering with an AE on larger expansions.

For instance, a mid-market AM might target 110% net revenue retention by bundling training and premium support into the renewal. These plans are built from health data, stakeholder goals, and ROI evidence. The takeaway: renewals and expansions are planned, not accidental.

Issue escalation and problem resolution

When issues arise, AMs triage and mobilize the right resources to resolve quickly and transparently. They set expectations, communicate timelines, and log postmortems to prevent recurrence.

Escalation mastery includes prioritization, clear updates, and knowing when to bring in leadership. This discipline protects revenue and preserves trust under pressure. Consistent process turns incidents into opportunities to reaffirm value.

Requirements and Skills (Must-have vs. Nice-to-have)

Must-have qualifications and tool proficiency (CRM, Excel)

• 2–5+ years managing B2B accounts with renewal or expansion accountability.
• CRM excellence (Salesforce/HubSpot): pipeline hygiene, tasks, and forecast rigor.
• Data fluency: Excel/Sheets pivot tables, lookups; comfort reading dashboards/BI.
• Negotiation and contract basics; ability to scope SOWs with Services/Legal.
• Executive communication: concise emails, clear decks, confident QBR delivery.
• Time and priority management across 25–50 mid-market accounts or equivalent load.

Preferred skills and certifications

• Industry-specific knowledge (compliance, buying cycles, channel dynamics).
• Customer success platforms (Gainsight, Totango) and ticketing (Zendesk, Jira).
• Sales frameworks (MEDDICC, Challenger) and discovery/interview techniques.
• Certifications: SAMA CSAM, Salesforce Admin, HubSpot, SuccessHACKER CCSM.
• Change management and stakeholder mapping (RACI, value realization methods).

Account Manager KPIs and Success Metrics

Retention/renewal targets and expansion revenue

• Gross revenue retention (GRR): 90–95%+ SMB; 92–97% mid-market; 95%+ enterprise.
• Net revenue retention (NRR): 100–115% SMB; 105–120% mid-market; 110–125% enterprise.
• Renewal rate on-time: 90%+ closed before term; average days to close <30 pre-expiry.
• Expansion revenue: 10–30% of portfolio annually, depending on segment.
• Forecast accuracy: within ±10% on renewals/expansions 60 days out.

Relationship health metrics (NPS/CSAT, risk indicators)

• NPS: 30+; CSAT: 4.5/5+ across support and onboarding touchpoints.
• Adoption/use targets: [X]% seat utilization; [Y]% feature adoption by day 90.
• QBR coverage: 80%+ of Tier 1 accounts quarterly; action items closed within SLA.
• Risk management: red-flag rate <10% of book with documented recovery plans.
• Response/resolution SLAs: first response <1 business day; resolution per tiered SLA.

Compensation: Base, Variable, and OTE Examples

Typical ranges by segment (SMB, Mid-market, Enterprise)

Comp varies by location, industry, and quota mix. As a 2024–2025 snapshot from Glassdoor, Payscale, and LinkedIn Salary:

• SMB Account Manager: base $55k–$75k; OTE $75k–$105k.
• Mid-market Account Manager: base $70k–$95k; OTE $100k–$140k.
• Enterprise/Strategic AM: base $90k–$130k; OTE $140k–$200k+.

High-cost markets (SF Bay Area, NYC, Seattle) and quota-carrying sales AMs skew higher. Pair ranges with clear variable mechanics to reduce candidate friction and support pay transparency.

Common variable structures (bonus, commission, accelerators, SPIFs)

• Renewal bonus: flat % of renewed ARR with clawbacks on early churn.
• Expansion commission: % of incremental ARR, with higher rates for multi-year deals.
• MBOs: quarterly bonuses for KPIs (NPS, adoption, QBR completion, forecast accuracy).
• Accelerators: higher rates after 100% attainment; decelerators for late renewals.
• SPIFs: time-bound incentives for strategic SKUs, prepay, or multi-year conversions.
• Team pools: shared bonuses for cross-functional milestones (e.g., migration cutovers).

Variants: Which Account Manager Do You Need?

Account Manager vs. Account Executive vs. Customer Success Manager

• Account Manager: owns post-sale commercial relationship, renewals, and expansion; measures retention and NRR.
• Account Executive: owns new-business acquisition and late-stage expansions; measures new ARR and closed-won.
• Customer Success Manager: owns value realization and adoption without a quota; measures adoption and health.

Hire an AM when renewals/expansion need ownership and negotiation; add AEs for net-new growth; use CSMs where complex onboarding/adoption drives retention.

Junior vs. Senior vs. Key/Strategic AM: scope, deal size, KPIs

• Junior/Entry-level AM: smaller SMB book; guided renewals; focus on process and responsiveness.
• Senior AM: mid-market/enterprise mix; complex terms; higher expansion targets and executive relationships.
• Key/Strategic AM: few high-value accounts with multi-stakeholder governance; NRR 115%+ and multi-year deals.

Match level to account complexity, average contract value (ACV), and stakeholder count.

Industry and Model Tailoring (SaaS, Agency, Manufacturing)

Tailor this JD to your industry and go-to-market model to improve applicant quality and role clarity. Adjust language, tools, and KPIs so candidates can self-assess fit and ramp faster.

SaaS/Tech: renewals, product adoption, usage analytics

Emphasize recurring revenue mechanics and value realization in a product-driven environment. Prioritize data-informed health tracking and collaboration with Product and Support.

• Emphasize ARR renewals, usage/adoption targets, product qualification, and roadmap feedback loops.
• Tools: Salesforce/HubSpot, Gainsight/Totango, Looker/Tableau.

Agency/Services: project scopes, margins, multi-stakeholder comms

Highlight commercial stewardship across projects and deliverables with frequent scope shifts. Make margin protection and change management explicit.

• Highlight SOW management, margin protection, change orders, and cross-functional delivery.
• Tools: project management (Asana/Monday/Jira), time tracking, invoicing.

Manufacturing/Distribution: order cadence, territory/travel, channel

Call out territory motions, in-person relationship building, and channel coordination. Note familiarity with operational systems and quoting.

• Note territory planning, order cycles, channel partners, and onsite relationship building.
• Tools: ERP familiarity, quoting/CPQ, CRM; travel [25–50%] as needed.

Remote/Hybrid/On-site and Travel Expectations

State location model up front to avoid misalignment. Define core hours, time zones, and travel frequency by segment or territory.

Example: “This is a hybrid role in [City], 2–3 days on-site weekly, with up to 20% travel for QBRs and conferences.”

Remote-first teams should specify equipment stipends and collaboration expectations.

Team Model: How AMs Work with AE, CSM, and Support

Clarify ownership and handoffs:

• AEs close new business.
• AMs own renewals/expansions.
• CSMs drive adoption.
• Support resolves incidents.
• Services delivers projects.

Define who leads QBRs, who negotiates terms, and how opportunities are routed.

Provide account load benchmarks (e.g., 60–100 SMB, 25–50 mid-market, 8–20 enterprise, 3–8 strategic) and escalation paths. Clear swimlanes reduce friction, speed decisions, and improve customer outcomes.

How to Customize This JD (Checklist)

Prioritize outcomes → select responsibilities → add KPIs → finalize compensation

Use this sequence to build a focused, high-signal posting.

• Define outcomes: retention %, NRR, expansion, NPS; choose top 3–5.
• Pick duties that drive those outcomes; remove generic or rarely used tasks.
• Add measurable KPIs with ranges and your CRM/tool stack.
• Set comp: base + variable aligned to segment; document accelerators and clawbacks.
• Finalize location model, travel, and team model; add EEO and accommodation language.
• Validate inclusive language and realistic requirements; post with pay ranges.

Compliance and Inclusive Language Checklist

Pay transparency tips by jurisdiction (CO, CA, NY, WA, etc.)

Pay transparency laws vary by state; align your posting with local requirements to avoid risk and speed hiring.

• Colorado (C.R.S. 8-5-201): include base range, general benefits/bonuses, and where the job can be performed (including remote if feasible in CO).
• California (Lab. Code 432.3): include pay scale in postings; retain job title and wage history records.
• New York State/NYC: include good-faith pay range for any job that can be performed in NY; note if role is remote.
• Washington (RCW 49.58.110): include wage scale/salary range and general benefits/other compensation.
• Multi-state tip: post a national range with location differentials or city-specific ranges; note variable pay and benefits clearly. This is general guidance, not legal advice.

Inclusive, bias-reducing phrasing and realistic requirements

Inclusive language broadens your funnel and improves equity without lowering the bar.

• Focus on outcomes and skills over pedigree; avoid “native English speaker,” “digital native,” or “rockstar.”
• Use “you will” statements and remove unnecessary years/degree filters.
• Offer accommodations and flexible scheduling options where possible.
• List tools as “nice-to-have” unless truly required; specify proficiency levels.
• Invite non-traditional backgrounds to apply if they meet core competencies.

FAQs

Is an Account Manager a sales role?

Often, yes—AMs typically own renewals and may own expansion quota, making them part of the revenue team. In product-led or complex-delivery models, AMs partner with CSMs and AEs for larger expansions while retaining commercial accountability. Clarify your model in the JD to attract the right talent.

How many accounts should one AM manage?

• SMB: 60–100+ low-complexity accounts.
• Mid-market: 25–50 moderate-complexity accounts.
• Enterprise: 8–20 large accounts.
• Strategic/Key: 3–8 global or high-stakes accounts.

Calibrate by ACV, support burden, and product complexity.

What tools should AMs know (CRM, CS platforms, BI)?

• CRM: Salesforce or HubSpot (required).
• CS platforms: Gainsight, Totango (nice-to-have).
• Support: Zendesk, Jira; Communication: Zoom, Gong.
• BI: Tableau, Looker, Power BI; Productivity: Excel/Sheets pivots/lookups.

List your stack to improve fit and onboarding speed.

Download: Account Manager JD Template (Doc/Google Docs)

• Copy the template section above into your ATS or Google Docs, then File → Download → Microsoft Word (.docx).
• Prefer a ready-to-use file? Download the Account Manager JD template (Google Doc): Download here.
• See also: Account Executive Job Description, Customer Success Manager Job Description, Account Manager Interview Questions (links).

Sources and Benchmarks

These references inform ranges, skills, and market context; use them to validate your posting and compensation decisions.

• U.S. Bureau of Labor Statistics (BLS): Occupational data for sales and customer service roles; compensation and outlook.
• O*NET OnLine: Role tasks and skills for Sales Managers, Account Managers, and related occupations.
• Glassdoor and Payscale (2024–2025): U.S. Account Manager base and total pay ranges by market.
• LinkedIn Talent Insights: Skills demand and hiring trends for account management.
• Internal analysis of 50+ recent postings across Indeed, Workable, and company career sites (2024–2025).

Disclaimer: Salary and legal guidance are informational, not legal advice. Consult counsel for jurisdiction-specific requirements.