Account Manager

Location: Remote (U.S.) Reports To: Manager of Customer Success ABOUT POLIMORPHIC Polimorphic builds AI-powered tools that streamline the work of local governments and improve the resident experience. From automating services with chatbots and voice lines to digitizing forms and improving internal workflows, we help local governments serve their communities better. We’re a mission-driven team passionate about delivering practical, impactful solutions. We’re looking for an Account Manager to lead renewals, drive account growth, and build long-term relationships with government customers nationwide. You’ll report to our Manager of Customer Success and collaborate across Product, Sales, and Technical Project Managers (TPMs) to shape the future of customer engagement at Polimorphic. This is a high-impact role that requires a balance of strategic thinking, relationship building, and a maker’s mindset. You’ll work hand-in-hand with Technical Project Managers to understand customer goals, prepare and lead QBRs, identify and execute upsell opportunities, and ensure our solutions continue to deliver measurable value year over year. WHAT YOU’LL DO REVENUE OWNERSHIP - Own retention and expansion strategy across your portfolio, driving strong renewal rates and net revenue retention. - Identify, scope, and pursue upsell opportunities, partnering with Technical Project Managers to uncover needs and collaborating with Sales on larger expansions. - Maintain accurate, proactive forecasts for renewals and expansions in Salesforce, contributing directly to company-level revenue planning. STRATEGIC ACCOUNT PLANNING - Build and maintain structured account plans for each customer, including stakeholder maps, risk indicators, product usage, goals, and whitespace. - Engage in collaborative strategic planning with customer accounts identifying how we can provide them value over immediate, mid, and long-term time horizons - Own renewal timelines and shape contract scope to support expansion and customer goals. CUSTOMER ENGAGEMENT & RELATIONSHIP MANAGEMENT - Own strategic customer conversations, including QBRs, to translate outcomes into value, surface new needs, and shape long-term account growth. - Build and maintain trusted relationships with department leaders, decision-makers, and executive sponsors. PRODUCT ADOPTION & VALUE REALIZATION - Own account-level adoption strategy, ensuring customers realize value from the platform capabilities tied to the outcomes they bought it for, not just the features they started with. - Translate usage data, including feature adoption, engagement trends, and utilization gaps, into a clear, evidence-based narrative for QBRs and renewal conversations. - Identify adoption risk early, such as low usage, stalled rollouts, stakeholder changes, or unused features of the platform, and drive targeted enablement plans before it threatens renewal or expansion. - Champion new feature and product releases within your accounts, coordinating training and rollout support with TPMs to accelerate time-to-value. - Feed adoption trends and blockers back to Product to sharpen the roadmap and go-to-market messaging.   CROSS-FUNCTIONAL EXECUTION - Manage contract renewals and expansions through to execution in coordination with Legal, Sales, and Finance. - Partner with Technical Project Managers to ensure smooth handoffs at kickoff and internal alignment ahead of renewal or expansion conversations. - Provide structured feedback to influence product roadmap, GTM strategy, and messaging. QUALIFICATIONS - 2-4 years of experience in SaaS Account Management. - Experience owning renewals and expansion for complex, multi-stakeholder customers. - Strong communicator who can navigate executive relationships with confidence and clarity. - Comfortable leading strategic conversations and aligning stakeholders around long-term goals. - Volunteer or professional experience within local government is a plus. - Demonstrated passion for emerging technologies and their real-world applications. WHY YOU’LL LOVE WORKING HERE - A mission that matters: create technology that lets governments of all sizes deliver for the people. - Early-stage ownership with real impact on company trajectory. - A collaborative, transparent culture that values your voice. - Competitive compensation, equity, and benefits. Polimorphic is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.