Strategic Account Manager, CCM

Position

Strategic Account Manager – CCM

Responsibilities

• Own a portfolio of existing CCM customers and achieve retention and expansion targets.
• Develop account plans for strategic and growth customers.
• Identify upsell opportunities including CCM platform expansion, additional communication channels, accessibility solutions, cloud migrations, document automation, and professional services.
• Generate and manage expansion pipeline within assigned accounts.
• Lead commercial discussions including renewals, amendments, and growth initiatives.
• Establish trusted advisor relationships with executive, business, and technical stakeholders.
• Conduct Commercial Business Reviews (CBRs) with strategic accounts.
• Drive adoption of MHC CCM capabilities and best practices.
• Monitor customer health and proactively address risks.
• Coordinate internal resources to ensure customer success.
• Understand customer business objectives, compliance requirements, and communication challenges.
• Identify opportunities to improve customer experience, operational efficiency, and communication effectiveness.
• Maintain executive-level relationships across assigned accounts.
• Create multi-year account growth strategies.
• Partner with Professional Services, Product Management, Customer Support, and Marketing.
• Advocate for customer requirements and feedback.
• Assist in reference development, case studies, and customer advocacy programs.
• Maintain accurate opportunity, renewal, and account data in Salesforce.
• Forecast retention and expansion revenue.
• Utilize MEDDPICC and value‑based selling methodologies to qualify opportunities.

Qualifications

• 5+ years of SaaS account management, customer success, or enterprise sales experience.
• Bachelor’s degree in business, marketing, or a related field.

Required Knowledge & Skills

• Experience managing enterprise and mid‑market accounts.
• Demonstrated success achieving retention and expansion quotas.
• Experience conducting executive‑level business reviews.
• Strong understanding of software subscription business models.
• Excellent presentation, negotiation, and communication skills.
• Experience using Salesforce or similar CRM platforms.

Preferred Skills

• Experience with Customer Communications Management (CCM), Customer Experience Management (CXM), Document Automation, or Enterprise Content Management solutions.
• Experience selling into healthcare, insurance, financial services, government or other highly regulated industries.
• Familiarity with omnichannel communications, document generation, customer journey orchestration, workflow automation, accessibility and compliance requirements, cloud software platforms.
• Knowledge of MEDDPICC or similar enterprise sales methodologies.

Benefits

• Workplace flexibility: in‑office, hybrid or remote options.
• 401(k) plan with deferred and Roth options and 50% employer match up to 4.5% of gross pay.
• Medical, dental, and vision plans with comprehensive co‑pay or HSA coverage options.
• Daycare and medical FSA/HSA.
• Group term life insurance ($50,000 coverage).
• Generous paid time off (PTO) policies.
• Employee assistance program (EAP).
• Voluntary benefits: additional life insurance, critical illness insurance, accident/cancer/hospital indemnity insurance, legal/ID shield, pet insurance.
• Parental leave: up to four weeks paid paternity leave after one year, partial eligibility after six months; up to twelve weeks paid leave for birth parent.

Salary and Compensation

$125,000–$175,000 base + variable.

Visas and Sponsorship

This role is not eligible for visa sponsorship.

Equal Opportunity Statement

We are proud to be an equal opportunity employer and welcome our employee's differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or Veteran status.