Account Manager - Element451

At Element451, we’re transforming how colleges and universities engage, recruit, and enroll students with our AI-powered, all-in-one CRM and Admissions Marketing Platform (AMP)—a scalable, data-driven solution designed for modern higher education.

As an Account Manager, you will take ownership of large, complex institutional partnerships, ensuring high adoption, retention, and expansion. You’ll act as the primary point of contact for key strategic accounts, overseeing contract execution, implementation, and long-term customer success.

What You'll Do

You’ll own the full lifecycle of assigned accounts, driving retention and ensuring customer success. You will be accountable each quarter for renewals, Net Revenue Retention (NRR), and upsell quotas, working across teams to expand relationships, mitigate churn, and unlock new revenue opportunities.

Client Relationship Management

• Foster strong relationships with clients and stakeholders as the primary point of contact, at both the school and state system level.
• Partner with the client's core team to identify and prioritize key needs and objectives.
• Provide strategic consulting for full-cycle student engagement, including personalized communication, targeted outreach campaigns, lead generation, and application management.
• Act as the primary point of contact for the System Office.

Contract & Project Management

• Oversee contract implementation and management across all participating schools to ensure positive satisfaction and adoption.
• Lead day-to-day execution of client projects alongside Customer Success Managers and Engagement Strategists.
• Monitor project activities, resourcing, and timelines to ensure successful completion.
• Develop and manage project plans in collaboration with client teams, tracking KPIs such as on-time delivery, NPS, and product usage.

Platform Implementation and Optimization

• Conduct discovery sessions to drive configuration of the Element451 platform, including student journeys, communication workflows, AI tools, and integrations.
• Document current processes and map best practices for desired future states, aligned with industry standards and regulatory requirements.
• Continuously optimize and make recommendations to improve student journeys, communication plans, and enrollment workflows.

Strategic Planning & Continuous Improvement

• Conduct assessments of recruitment and enrollment processes, identifying improvement areas and driving best practice adoption.
• Provide regular progress reports, updates, and presentations to stakeholders on project status and outcomes.

Cross-Functional Collaboration & Managed Services

• Collaborate with Customer Success Managers, Engagement Strategists, sales, product development, and support teams to ensure seamless service delivery.
• Maintain resource schedules and deliver regular updates to leadership.
• Develop Managed Services documentation, processes, and playbooks (discovery, current state analysis, client audits, benchmarks, and process design frameworks).

What You'll Need

• Minimum of 7 years in a customer-facing role, ideally within a SaaS environment.
• Proven track record of managing and growing high-value strategic accounts.
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights.
• Excellent communication, relationship management, and presentation skills.
• Experience with customer success methodologies and tools (e.g., Salesforce, Gainsight) is a plus.
• Strategic thinking skills with the ability to develop and execute customer success plans.
• Passion for building trust and exceeding customer expectations.
• Bachelor’s degree required.