About this role.
AudioEye is hiring an Associate Account Director to manage a high-volume portfolio of existing SMB SaaS customers. The role is centered on renewal health, gross and net revenue retention, expansion identification, forecasting, and contract-limit discussions. This person will work closely with Customer Success Specialists and cross-functional teams to improve adoption, mitigate churn risk, and grow accounts. Success requires organized portfolio prioritization, CRM discipline, concise customer communication, and data-driven pipeline management.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I segment accounts using renewal timing, revenue potential, product usage, health indicators, contract-limit risk, and churn signals. I then create a structured cadence for proactive outreach while reserving capacity for urgent risks and high-value expansion opportunities.
I begin by confirming the customer’s outcomes and demonstrated value, then review usage, adoption, and any unmet needs. If growth is justified, I position the expanded solution around measurable customer benefit, address commercial concerns clearly, and document next steps and forecast status in the CRM.
I use defined deal stages with evidence-based exit criteria, document stakeholders and next steps, and update close dates immediately when customer signals change. I also review pipeline regularly for stalled opportunities, risk factors, and gaps between forecast category and actual deal health.
I would establish recurring reviews to compare product usage, adoption trends, support issues, renewal timing, and stakeholder engagement. Together, we would identify churn risks early, agree on owners and actions, and surface accounts where demonstrated value supports an expansion conversation.
I would approach the conversation as a value and planning discussion rather than only a compliance issue. I would explain the observed usage, understand the business driver, recommend the appropriate contract structure, and work toward a mutually beneficial agreement that supports continued customer success.
About the Team
At AudioEye, we believe access to digital content is a fundamental right, not a privilege. Our mission is clear: eliminate every barrier to digital accessibility so that everyone, regardless of ability, can experience the web without limitations.
We are a team of passionate problem-solvers who are driven by purpose and impact. Every challenge we tackle moves us closer to a future where creating accessible experiences is the standard. If you’re looking for meaningful work where you can drive real change, influence how people with disabilities experience the internet, and be part of a mission that matters, AudioEye is the place for you.
About the Role
The Associate Account Director, Tier 3 focuses on customer engagement and renewal health across SMB accounts, identifying and surfacing growth opportunities at scale. The role carries GRR and NRR targets and partners closely with a Customer Success Specialist on account health, onboarding, product adoption, usage, and renewals. Given the SMB volume and account overlap with CSS, strong organization and capacity management are essential.
How you’ll Contribute:
- Own GRR and NRR goals for an assigned high-volume set of existing SMB accounts
- Manage a high-volume expansion pipeline across current and upcoming quarters, ensuring accurate forecasting and documentation CRM as deals progress to closed won
- Handle discussions with clients who have exceeded contract limits and negotiate a new contract to better suit the client’s needs
- Meet regularly with CSS to review account health, loss risks, and expansion opportunities, sharing insights and best practices to strengthen their ability to spot and flag growth potential
- Engage customers in renewal and growth conversations, surfacing and acting on expansion opportunities as they arise
- Prioritize and triage a large account portfolio, flexing into CSS-adjacent work when capacity allows, applying judgment on where to invest time for the highest-value outcomes
- Partner with leadership on renewal opportunities with a growth component and broader SMB growth strategy
- Work cross-functionally with Product, Sales, Service Delivery, and Customer Experience to support execution of sold solutions
- Surface feedback and escalate blockers or trends impacting growth across the SMB customer base
- Stay current on product updates, competitive positioning, and industry trends to effectively position solutions
Who you are:
- 1-3+ years of experience in SMB account management, expansion sales, or account management within a SaaS or B2B environment
- Track record of identifying, leading, and closing renewals, upsell and cross-sell opportunities with existing customers, ideally at higher volume/velocity
- Highly organized, able to manage a large account portfolio and shift between AD and CSS-adjacent tasks as capacity requires
- Skilled at working cross-functionally and collaboratively in a team-based account model
- Strong communicator, comfortable leading concise, efficient sales conversations
- Confident in managing a high-volume pipeline, forecasting accurately, and maintaining CRM hygiene
- Analytical and data-driven, with the ability to spot trends and surface actionable insights
- Comfortable navigating renewal conversations that include growth components
- Bonus: Experience in digital accessibility, compliance, or adjacent SaaS markets
Our Values:
- Relentlessly Prioritize the Customer
- Own Outcomes
- Be Straightforward
- Act Now & Iterate
- Grit
- Decide with Data
- Hire and Develop A Players
- Be Coachable
- Organize and Plan
- Expect and Embrace Change
Benefits and Perks:
- Work with a talented but humble team
- Competitive compensation and equity
- Weekly paid family meal
- 401k, medical, dental, and vision insurance
- Flexible PTO Policy
- 15.5 company-paid holidays including Juneteenth, MLK Day and a 1-week company shut down
- To support remote work conditions, AudioEye provides each employee a one-time stipend of $300
We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates’ personal and financial information through fake interviews and offers. All AudioEye recruiting email communications will always come from the @greenhouse.io domain or audioeye.com. Any outreach claiming to be from AudioEye via other sources should be ignored.
Equal Opportunity Employer: We embrace equal employment opportunity. AudioEye is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs. We welcome and encourage applications from candidates of all backgrounds, abilities, and seek to ensure that all candidates have the opportunity to showcase their skills and qualifications during the hiring process. Please email accommodations@audioeye.com if you require an accommodation.
Notice to Staffing Agencies: It is our policy that any and all contact with third party staffing vendors come through our Talent Acquisition department directly. We have established a preferred network of staffing partners that we engage with if and when we deem necessary. We ask that staffing agencies refrain from contacting our executives, hiring managers, or employees directly. Unsolicited resumes and inquiries will not be considered or responded to. Thank you for your understanding and cooperation.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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