Account Manager

Overview of the role
As an Account Manager at i2, you will be responsible for the health, retention, and growth of assigned customer accounts. This role is pivotal in ensuring our clients—particularly those in regulated sectors such as defense and national security—derive measurable value from our software and services. You will lead structured engagement, drive renewals and expansion, and act as the voice of the customer within i2. This role requires a strategic mindset, strong relationship-building skills, and the ability to navigate complex client environments.

Responsibilities

• Customer Onboarding & Adoption:
  • Ensure a seamless transition from implementation to ongoing account management.
  • Drive effective software adoption and realization of customer outcomes.
  • Collaborate with Implementation, Training, and Support teams to ensure customer readiness and success.
• Relationship Management:
  • Build and maintain trusted relationships with key customer stakeholders, including executive sponsors.
  • Lead Quarterly Business Reviews (QBRs), strategic planning sessions, and regular check-ins.
  • Maintain deep understanding of customer goals, challenges, and long-term strategies.
• Renewals & Retention:
  • Own renewal strategy, forecasting, and customer communications.
  • Monitor customer health indicators and proactively mitigate churn risks.
  • Collaborate with Sales and Finance on pricing, contract renewals, and billing alignment.
• Expansion & Growth:
  • Identify and advance upsell and cross-sell opportunities within existing accounts.
  • Analyze usage data and customer feedback to uncover growth potential.
  • Partner with Sales to scope, position, and close expansion initiatives.
• Account Planning & Strategic Reporting:
  • Develop and maintain strategic account plans outlining objectives, risks, and growth strategies.
  • Provide accurate forecasts and regular reporting on account health, renewal likelihood, and expansion pipeline.
  • Present account insights to internal stakeholders to inform product and service strategies.
• Regulated Sector Engagement (as applicable):
  • Understand and navigate compliance requirements for defense, national security, or other regulated clients (e.g., ITAR, FedRAMP, data security protocols).
  • Adapt engagement strategies to align with government procurement processes and security expectations.
  • Maintain awareness of industry trends and regulatory developments impacting client operations.
• Customer Advocacy & Product Alignment:
  • Share product updates and promote relevant features to drive value.
  • Provide structured customer feedback to Product and Delivery teams to inform roadmap planning.
  • Champion customer needs internally to ensure alignment with evolving business goals.
• Issue Management:
  • Serve as the primary point of contact for account escalations and complex issues.
  • Coordinate resolution efforts across Support, Delivery, and Product teams.
  • Maintain accurate CRM documentation and account records.
• Continuous Improvement:
  • Contribute to the evolution of account management best practices and playbooks.
  • Identify opportunities to improve customer engagement processes and tools.
  • Share insights and lessons learned across the Account Management team.

Measures of Success

• Renewal rate and churn reduction

• Net Revenue Retention (NRR)

• Upsell and expansion revenue

• QBR completion and stakeholder engagement

• Customer satisfaction (e.g., CSAT, NPS) and health scores

• Forecast accuracy and pipeline visibility

• Referenceable clients and long-term account growth

Requirements

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience).
• 5+ years of experience in Account Management, Customer Success, or a similar client-facing role.
• Proven ability to manage complex customer relationships, including executive-level engagement.
• Strong organizational and communication skills; able to manage multiple accounts and priorities.
• Experience working cross-functionally with Sales, Product, Support, and Delivery teams.
• Proficiency with CRM systems (e.g., Salesforce) and account planning tools.
• Analytical mindset with ability to interpret usage data and customer health metrics.
• Experience delivering QBRs and structured customer reviews.

What Would Make You Stand Out

• Experience in SaaS, public sector, or regulated industries (e.g., defense, national security, government).
• Familiarity with compliance frameworks such as ITAR, FedRAMP, or NIST standards.
• Background in renewal forecasting, expansion strategy, or customer lifecycle management.
• Eligibility for U.S. government security clearance (active clearance is a strong plus).
• Experience supporting clients with sensitive or classified operations.

What Success Looks Like

• Customers consistently renew and expand their use of i2 solutions

• You are viewed as a trusted advisor by your clients

• You proactively identify and resolve issues, resulting in high customer satisfaction

• Your accounts are referenceable and contribute to i2’s reputation in regulated sectors

• You provide accurate forecasts and strategic insights that inform internal planning

What We Offer

• Opportunities for professional growth and advancement within a mission-driven, collaborative environment
• The ability to influence customer outcomes and long-term value
• Exposure to high-impact clients in defense, national security, and public sector domains
• Flexible work arrangements based on business needs
• A culture that values innovation, accountability, and customer success
• Generous vacation and personal leave
• Growth within an organization that encourages creative expansion
• Comprehensive Medical, Dental and Vision coverage from your first day of employment
• Employee stock ownership and 401K matching programs
• Lifestyle rewards

About Us
i2 Group is a global leader in intelligence analysis software, empowering analysts and investigators across defense, national security, law enforcement, and commercial sectors. With a legacy of innovation and a commitment to supporting critical missions, i2 Group delivers cutting-edge solutions that transform data into actionable intelligence.