Account Manager

📋 Description

• • Own and grow a $3 M ARR portfolio of enterprise and mid-market clients, acting as the single-threaded owner of strategic relationships and commercial outcomes.
• • Lead quarterly Executive Business Reviews (QBRs) that translate product usage into board-level value stories, aligning on automation roadmaps and influencing multi-year expansion plans.
• • Drive a 98 % renewal rate and 115 % Net Revenue Retention by orchestrating renewal cycles 6–9 months in advance, crafting ROI-driven business cases, and negotiating win-win commercial terms.
• • Uncover whitespace within each account by mapping legal workflows, identifying automation gaps, and co-creating expansion strategies that unlock new revenue streams for both Plexus and the client.
• • Serve as the trusted advisor to General Counsel, CLOs, and VP Legal Ops, coaching them on change-management best practices that free 20–40 % of legal team capacity through Plexus automation.
• • Partner with Sales, Product, and Implementation to ensure flawless hand-offs, rapid time-to-value, and continuous feedback loops that shape the next generation of AI-powered legal tech.
• • Proactively monitor health scores, usage telemetry, and sentiment signals; surface at-risk accounts early and run data-backed recovery plans that turn detractors into advocates.
• • Manage escalations with maturity and urgency, documenting root-cause analyses and sharing lessons learned across the global CS team to improve playbooks and prevent recurrence.
• • Contribute to Plexus’s fast-moving culture by iterating on account-planning templates, pricing models, and value-realization frameworks that scale as the company doubles in size.
• • Champion diversity, equity, and inclusion within the team and across client engagements, ensuring every stakeholder feels heard, valued, and empowered to co-create the future of legal services.