Account Manager

Description

About Us:

Mosaic AI is the only enterprise AI platform built for technical support in highly configurable, multi-product companies. We unify the customer, product, and support context scattered across a company's systems, then act on it across the case lifecycle: automating what we can, escalating to a human expert when it matters. Built on 100+ deep integrations, the platform runs products already live in production, including Self-Service, Knowledge, Triage, Assist, Intelligence, Alerting, and QA, all sharing one foundation so they ship fast and improve as the platform grows.

That shared foundation makes this an exciting, unusual place to build. Each product we launch would have been an entire company in the pre-AI era. For us, it's a focused product on common infrastructure, so each deployment builds on the last. Our no-code Agent Builder lets teams design and deploy agents with governance and traceability, while our Customer Context Model routes recurring issues and account risk to the teams that can fix them. Every deployment lowers our customers' cost to serve. We're hiring people who want to build systems that get more capable the more they run.

About the Role:

We're looking for an Account Manager to own expansion across our existing customer base. You'll consult directly with executives at our enterprise accounts, learn how their business runs, and identify where Mosaic can solve their next-biggest problem. You own the strategy and the execution for growing revenue within existing logos, and you'll pull in every internal resource it takes to get there.

This is one of the most entrepreneurial roles in the company. Learning your accounts is the baseline. The job is pushing our roadmap and go-to-market based on what you find, because the biggest expansion opportunities often start as a gap only you can see.

Who You Are

• Value-oriented. You can take a customer's case data, usage numbers, and cost structure and turn them into a business case a CFO will sign. You know which assumptions will get challenged and you've already pressure-tested them.
• Executive presence. In a meeting with a VP or a CFO, you own the agenda, the presentation, and the outcome. People leave with a clear next step because you set it.
• Revenue-minded. You think in bookings, net retention, and forecast accuracy. You know the number on every account and what it would take to move it.
• A strong project manager. You quarterback the account. You set the strategy, then pull in solutions engineering, R&D, and marketing exactly when each is needed, and nothing stalls waiting on you to make the ask.
• AI-native. You use AI daily to work faster, and you bring that fluency back to Mosaic, helping us build the processes that keep accounts healthy and growing.
• Deep on the product. You know what Mosaic can do at a level most reps never reach, and you use that depth to push customers toward the edge of what's possible for them.
• Clear on the landscape. You can tell a customer plainly what they could build themselves, what an incumbent vendor already offers, and where Mosaic is the only option that moves their business metrics.

What You’ll Do:

• Manage and grow a portfolio of enterprise customers
• Drive expansion through new module adoption and cross-department penetration
• Build value cases from customer data and use them to lead consultative, outcome-focused conversations with business and technical leaders
• Run multi-threaded expansion and renewal cycles, keeping every stakeholder and internal team on a shared plan
• Partner with Customer Success to make sure customers achieve measurable value
• Work with Product and Marketing to sharpen positioning and go-to-market strategy based on what you learn in your accounts
• Forecast expansion opportunities accurately and maintain high renewal rates
• Help write the account management playbook, with an eye on growing into a leadership role as the team scales

Requirements

Experience We're Looking For

• 5+ years in Account Management or Expansion Sales within B2B SaaS
• A track record of driving upsells, renewals, and multi-threaded deal cycles
• Experience building business cases or ROI models from customer data
• Strong business acumen and comfort engaging executive stakeholders
• An entrepreneurial mindset: you'd rather build the process than wait for one to be handed to you
• Experience selling AI, automation, or technical SaaS products is a plus