Own post-sale customer success, renewals, retention, adoption, and expansion for strategic B2B SaaS accounts. Build executive relationships, manage multi-threaded stakeholder engagement, diagnose platform engineering challenges, drive product adoption, develop expansion pipelines, forecast revenue, and prevent churn. Coordinate cross-functional teams to deliver customer outcomes while providing customer intelligence to Product and Sales leadership.
Description
Port is the Agentic SDLC Platform. The way engineering teams build software is constantly evolving, and every new wave - such as AI agents operating across the SDLC - makes engineering more powerful, but also more complex and chaotic.
Port turns that chaos into control: one platform to build, govern, and operate the software development lifecycle, enabling every team to move as fast as technology allows.
Following our $100M Series C funding round, we are entering an exciting stage of significant growth and global expansion. As a product-led company, we believe the recipe for success is a world-class product that speaks for itself.
We're looking for a Strategic Account Manager who drives customer success, expansion and retention. In this role, you'll own the entire customer lifecycle from post-sale adoption strategy through complex expansions while building executive relationships across engineering leadership, product, and finance. You'll diagnose platform engineering challenges, position Port as the strategic solution, and drive multi-threaded deals that increase customer value. You're responsible for retention and growth, and you'll leverage deep customer relationships to identify expansion opportunities before customers even recognize them. You'll also be our early warning system, surfacing customer risk signals and taking action before they become problems.
Key Responsibilities
- Own Renewal Strategy & Expansion Pipeline: Move beyond transactional renewals to strategic account planning. Conduct forward-looking business reviews with executive stakeholders to understand their platform engineering roadmap, identify gaps where Port can expand, and position renewal conversations as strategic partnerships not contract renewals. Build a 12-month expansion pipeline per account and drive deals to close.
- Build and Deepen Multi-Threaded Executive Relationships: Don't just manage a single champion. Map the customer's stakeholder landscape (CTO, VP Eng, DevOps, Finance & Procurement) and develop trusted advisors across multiple threads. Use these relationships to surface business challenges, influence adoption, and unlock expansion opportunities others miss.
- Drive Adoption as your Expansion Foundation: Own and drive customer adoption of Port from day one. You'll work with technical teams to remove adoption blockers, establish usage metrics, and ensure customers realize rapid ROI.
- Diagnose Customer Challenges & Position Strategic Solutions: You’ll become an expert in the customer's platform engineering maturity, developer productivity challenges, and organizational constraints and Agentic roadmap. Use this insight to position Port as not just a tool, but a transformative program. Connect technical wins to business outcomes that resonate with executives.
- Lead Cross Functional Customer Success teams: You'll coordinate with technical teams, R&D and product marketing to ensure the customer's success plan is documented, achievable and on track. You'll be the customer's advocate internally and the driver of customer outcomes externally.
- Identify Risk Signals Early & Prevent Customer Churn: You'll develop an early warning system for churn risk—low usage, stalled adoption, executive change, budget pressure, etc. When you detect risk, you'll proactively intervene with executive business reviews, tactical solutions, or strategic partnership conversations to restore momentum before it becomes a renewal threat.
- Shape Product & Sales Strategy Through Customer Intelligence: You'll surface trends, pain points, and opportunities from your accounts directly to Product and Sales leadership. Your insights will inform feature prioritization and help shape Port's go-to-market strategy in your segment.
- 5+ years of experience in Account Management, Customer Success with commercial ownership, or post-sale SaaS sales, ideally in Enterprise or Mid-Market segments.
- Proven track record of owning renewals and expansion targets, with measurable impact on ARR and NRR.
- Experience managing complex, multi-stakeholder accounts and negotiating commercial agreements.
- Comfort carrying a quota and forecasting revenue across a renewal and expansion pipeline.
- Strong executive presence with the ability to influence economic buyers and senior stakeholders.
- Experience in B2B SaaS; familiarity with developer tools, DevOps, or technical products is a strong plus.
Port.io Boston, Massachusetts, USA Office
33 Arch Street, Boston, MA, United States
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