Senior Account Manager - Americas Commercial

About the Role

Mattermost is seeking a Senior Account Manager to own and grow a portfolio of commercial accounts across the Americas. This role is ideal for a proactive, strategic account leader who thrives on uncovering expansion opportunities, driving value-based conversations, and engaging confidently with stakeholders at every level of an organization.

While maintaining strong customer relationships and renewal success is critical, this role places a strong emphasis on proactive account growth, strategic planning, and the ability to clearly demonstrate the value of Mattermost through compelling discovery and product demos.

What You’ll Do

• Own and manage a portfolio of commercial customer accounts across the Americas region.
• Proactively identify, qualify, and drive expansion opportunities (upsell, cross-sell, increased adoption) within existing customers.
• Develop and execute strategic account plans, including stakeholder mapping, whitespace analysis, and engagement strategies.
• Lead customer discovery conversations to understand business goals, technical needs, and success criteria.
• Deliver product demonstrations and value-based presentations tailored to technical, business, and executive audiences.
• Engage with customer stakeholders at all levels, including senior and executive leadership, to position Mattermost as a strategic partner.
• Partner closely with Customer Success, Sales Engineering, Product, and Marketing to ensure strong renewal outcomes and expansion execution.
• Lead renewal and expansion negotiations, ensuring alignment with customer outcomes and commercial objectives.
• Maintain accurate forecasting, pipeline hygiene, and account documentation in Salesforce.

What We’re Looking For

• 5+ years of experience in Account Management, Customer Success, or a quota-carrying customer-facing role within SaaS or enterprise software.
• Proven track record of driving expansion within existing accounts, not just managing renewals.
• Strong consultative selling skills with the ability to run discovery and position solutions against customer needs.
• Demonstrated ability to deliver effective product demos and articulate technical value to diverse audiences.
• Confidence and credibility engaging with VP- and C-level stakeholders.
• Strong business acumen with the ability to analyze accounts, prioritize opportunities, and execute strategically.
• Excellent written, verbal, and presentation skills.
• Experience working cross-functionally in a fast-paced, remote-first environment.
• Proficiency with CRM tools (Salesforce preferred) and structured account planning.

Nice to Have

• Experience supporting commercial or mid-market customers.
• Familiarity with DevOps, incident response, collaboration platforms, cybersecurity, or open-source software.
• Experience navigating complex buying processes involving IT, security, procurement, and business stakeholders.

How Success Is Measured

• Consistent renewal performance across assigned accounts.
• Identification and closure of expansion opportunities within existing customers.
• Strong customer engagement reflected in multi-threaded relationships and executive alignment.
• High-quality account plans and accurate forecasting.
• Positive cross-functional feedback from Customer Success, Sales Engineering, and Product partners.