Senior Account Manager

Packback’s mission is to empower every student to be fearlessly curious and find their unique voice.

These few words shape everything we do at Packback from the smallest decision to the largest. Over the last decade since our company’s founding, our team has seen first-hand the power of giving students intentionally designed spaces in their learning experience to be autonomous and curious. We have also seen the incredible benefits of using AI technology to shorten feedback loops and help students revise their work before they submit.

Packback is a pedagogy partner that uses technology as a “means to an end” to shorten feedback loops for students and instructors, improve writing and critical thinking skills, and cultivate student-centered, trust-based educational learning environments.

About the role

We’re looking for a tenacious salesperson who is passionate about growing a business while also improving education outcomes. This role is responsible for strategic territory planning, account retention, and growth for our Institutional Partnerships.The ideal candidate for this role is a lifelong learner, willing to provide and receive feedback from team members on a regular basis in a shared effort to further our individual and collective revenue goals.

What you'll do

• Manage a portfolio of 20-40 accounts across the customer lifecycle (Onboarding, Fulfillment, Renewal, Upsell). Anticipate this portfolio will include multiple key accounts, accounts with growth opportunities, and accounts with complex Deal Strategies.
• Maximize customer value by guiding institutions towards full platform adoption and achieving their desired learning outcomes.
• Translate data-driven insights into actionable strategies and compelling presentations, effectively aligning stakeholders with account priorities and needs.
• Build and maintain strong, collaborative relationships with key stakeholders at various levels within each institution (e.g.,Superintendents, Provosts, Deans, administrators, instructional designers,etc)
• Monitor customer adoption rates and collaborate with Project Leads and Key Decision Makers (KDMs) to develop strategic plans for increased platform utilization.
• Plan and coordinate engaging professional development workshops and seminars to educate faculty and teachers on integrating Packback into their curriculum and leveraging instructional AI.
• Communicate event goals and requirements to Curriculum Success Managers (CSMs) who will execute the training sessions.
• Proactively monitor contract health scores and identify accounts at risk of churn.
• Implement targeted interventions to address specific customer challenges and enhance overall satisfaction.

• Serve as a subject matter expert on all Packback platform features and updates.
• Maintain a deep understanding of Packback's AI-driven features and user experience enhancements.
• Identify and build repeatable solutions for known problems, especially as this pertains to new systems being built.

• Travel domestically up to 25% to meet with key decision-makers

What we are looking for

• 5+ years of experience in Account Management for education technology and/or SaaS company with a track record of multi-threading and building relationships with executive level stakeholders (e.g. Provosts, VPAA, etc.).
• Demonstrated success managing and growing complex enterprise accounts with multiple stakeholders with various contract lengths
• Proven track record of meeting or exceeding revenue retention and expansion goals (e.g., NRR, GRR, upsell/cross-sell targets).
• Prior experience as an educator is a plus.
• Experience partnering with a Customer Success Manager and working cross-functionally with Sales, Product, Support, and Marketing teams to drive customer outcomes.
• Strong understanding of the Higher Education landscape, including institutional decision-making structures, academic workflows, and technology adoption challenges
• Willingness to travel as required (up to 25% of time).

Additional Information:

Sponsorship: Applicants must be authorized to work for any employer in the U.S without the need for sponsorship. Packback does not offer visa sponsorship for this role.

Location: Currently we are only able to hire from these states: AL, AR, AZ, CA, CO, CT, FL, GA, HI, IA, IL, IN, KY, MA, MD, MI, NJ, NC, NY, OH, PA, RI, SC, TX, VA, WA, WI

Salary: $100,000-$115,000 annually, with an annual variable target of $25,000

Why work at Packback?

Build a meaningful career while building the future of education as a part of a company culture that fosters the growth, safety, and creativity of its employees.

Intentional Culture

Packback knows that the single most important part of any company is its people. We take building and maintaining a conscious and intentional culture of open communication, curiosity, and leadership extremely seriously. We collectively commit to make Packback a safe environment where people can focus on doing great work instead of dealing with drama.

Career Development

Packback’s career development paths present a unique balance between clarity and guidance around defined paths, and room for our team to create their own path. Each team has its own career development tracks with support and training, and still allow for customization of these paths to create a role where a team member’s full passions and abilities are put to use!

Thoughtful Benefits

• 12 weeks of paid leave for welcoming new children
• Multiple Health and Welfare Benefit Options (Medical, Dental, Vision)
• 401k plan (with employer matching)
• Flexible + Remote Work Opportunities
• Unlimited Paid Time Off (PTO)
• Employer Assistance Program (EAP)
• Calm and DoorDash subscriptions