About This Role You'll own an existing book of installed base accounts — inheriting relationships from day one and building on them. Your mandate is straightforward: retain and grow. You'll deepen customer relationships, ensure customers are realizing value from Nue, and identify and close expansion opportunities across a portfolio that spans mid-market today and is trending enterprise as our ICP matures. This is a relationship-first, commercially-driven role. You're not doing implementation or frontline support — you're the strategic owner of your accounts, responsible for making customers successful enough that renewal is a foregone conclusion and expansion is a natural conversation. AI is core to this role in two directions. Internally, we're an AI-native company and we expect everyone to use AI tools as a genuine force multiplier — for account planning, call preparation, expansion signal detection, and more. Externally, Nue's platform is AI-enabled, and our customers are increasingly unlocking that capability. You'll be a driver of that adoption — helping customers understand what's possible with Nue's AI features and connecting those capabilities to their business outcomes.

What You'll Do

Own a book of installed base accounts, serving as the primary relationship and commercial owner for each Develop and execute account plans that drive retention, expansion, and long-term ARR growth Build deep, multi-threaded relationships across customer organizations — sales ops, finance, IT, and executive stakeholders Proactively monitor customer health, usage trends, and lifecycle milestones to get ahead of risk and surface expansion signals early Lead customers through best practices, product training, and enablement sessions that drive adoption and measurable value — with a particular focus on Nue's AI capabilities Champion AI feature adoption within your accounts: help customers connect Nue's AI functionality to their specific workflows and business goals, and turn early adopters into internal advocates Identify and close upsell and cross-sell opportunities, owning the full expansion cycle from discovery through close Act as the internal voice of your customers — bringing structured feedback on AI feature usage and gaps to product, solutions, and leadership Navigate complex stakeholder environments, balancing competing priorities to build consensus and move accounts forward Leverage AI tools in your own workflow to accelerate account planning, call preparation, stakeholder research, renewal forecasting, and expansion signal detection What You'll Bring Proven track record in enterprise SaaS account management or customer success, with direct ownership of renewal and expansion targets Experience managing a mixed portfolio and growing it — you know how to prioritize a book and allocate your time across accounts at different stages Deep familiarity with SaaS order-to-cash workflows, recurring revenue models, and ARR expansion mechanics Strong commercial instincts — you can spot an expansion opportunity, build the business case, and close it Ability to build credibility quickly with sales ops, finance, and IT buyers, and navigate to executive relationships over time Exceptional communication skills: clear, direct, comfortable simplifying complexity for any audience Analytical — you use customer data to tell a story and drive action, not just report on what happened Genuine fluency with AI tools in your daily workflow — and the ability to credibly champion AI adoption with customers, not just internally Comfort translating technical AI capabilities into business value conversations with non-technical stakeholders Bonus Points Experience with CPQ, subscription billing, or revenue management platforms (Salesforce CPQ, Zuora, NetSuite) Background managing accounts through a product transition, new feature rollout, or platform expansion Familiarity with customer health scoring, NPS programs, or churn risk frameworks Experience driving AI tool adoption within a customer base