Global Strategic Account Manager

About JRNI

JRNI is the enterprise platform for scheduling and managing high-value, one-to-one customer experiences — appointments, virtual and in-person consultations, events, and queuing — at global scale. Some of the world’s largest retail and financial services brands rely on JRNI to connect customers with the right expert at the right moment, turning individual interactions into measurable revenue, loyalty, and lifetime value. We serve blue-chip enterprises across multiple regions and industries, and our customers sit at the center of everything we build and every decision we make.

Role Summary

The Global Strategic Account Manager owns the growth and expansion of a portfolio of JRNI’s most important global enterprise accounts. This is a senior, quota-carrying individual-contributor role reporting directly into the CCO organization that owns Customer Expansion and Growth. You are the commercial owner of your book of business: accountable for protecting and growing recurring revenue, deepening executive relationships across complex multinational organizations, and converting customer success into commercial outcomes.

This role is for a consultative, outcome-oriented seller who thrives on long-cycle, multi-stakeholder enterprise relationships. You will act as a trusted advisor to senior business and technology leaders, orchestrate cross-functional internal teams around each account, and build multi-year expansion plans that align JRNI’s roadmap to your customers’ strategic priorities. Success is measured by net revenue retention, expansion bookings, and the durability of the partnerships you build.

Key Responsibilities

• Own revenue retention and growth
• Carry and consistently achieve a net-new expansion and renewal quota across a defined portfolio of global strategic accounts.
• Drive net revenue retention (NRR) by protecting the existing base and expanding through cross-sell, upsell, seat and volume growth, and new use cases, regions, and business units.
• Own the full renewal lifecycle — forecasting, negotiation, and on-time closure — protecting value while minimizing churn and contraction.
• Build and execute strategic account plans
• Develop and maintain multi-year account and territory plans that map JRNI’s capabilities and roadmap to each customer’s strategic and financial objectives.
• Identify whitespace and build a data-driven expansion pipeline spanning additional geographies, lines of business, and product lines.
• Lead executive business reviews (EBRs) that quantify realized value and secure sponsorship for the next phase of growth.
• Cultivate executive and multi-threaded relationships
• Establish and expand relationships with senior stakeholders — from economic buyers and C-suite sponsors to operational champions — across complex, matrixed global organizations.
• Serve as a trusted strategic advisor, bringing industry insight, benchmarks, and a clear point of view on how enterprises create value through customer experience.
• Navigate and multi-thread across regions and functions to reduce single-threaded risk and build durable, sponsor-backed partnerships.
• Orchestrate the internal team
• Act as the commercial quarterback for each account, aligning Customer Success, Solutions/Value Engineering, Product, Marketing, and Professional Services around a shared growth plan.
• Partner closely with Customer Success to translate adoption, health, and value realization into commercial expansion.
• Channel customer needs and market signals back to Product and Leadership to inform roadmap and go-to-market priorities.
• Forecast, negotiate, and operate with rigor
• Maintain accurate, timely forecasts and healthy pipeline hygiene in the CRM; deliver predictable results against monthly, quarterly, and annual targets.
• Lead complex commercial negotiations — pricing, packaging, and multi-year contracting — in partnership with Deal Desk, Legal, and Finance.
• Apply a structured value-selling and mutual-success-planning methodology throughout the customer lifecycle.

Success Metrics

Performance in this role is evaluated against a clear set of growth and retention outcomes:

• Net Revenue Retention (NRR) - Primary measure of growth within the assigned book of strategic accounts
• Expansion / Upsell Bookings - New ARR generated through cross-sell, seat/volume growth, and new use cases
• Pipeline Coverage - Qualified expansion pipeline sufficient to support quota attainment
• Account Health & Adoption - Product utilization, executive engagement, and reference-ability

Qualifications

Required

• 7+ years of quota-carrying experience in enterprise SaaS account management, strategic/key account management, or enterprise expansion sales, with a consistent record of exceeding retention and growth targets.
• Demonstrated success managing and growing large, global, multi-stakeholder enterprise accounts (six- and seven-figure ARR).
• Proven ability to drive net revenue retention through renewals, upsell, and cross-sell in a recurring-revenue model.
• Strong executive presence and consultative, value-based selling skills; able to build credibility with C-level and senior business leaders.
• Excellent commercial negotiation skills across complex, multi-year enterprise agreements.
• Experience orchestrating cross-functional internal teams (Customer Success, Product, Solutions, Professional Services) around account outcomes.
• Disciplined pipeline management and forecasting in a modern CRM (e.g., Salesforce); familiarity with a structured sales methodology (e.g., MEDDICC, Command of the Message, value selling).
• Excellent written and verbal communication; comfortable operating across global time zones and cultures.

Preferred

• Experience selling into or within retail and/or financial services enterprises.
• Background in customer experience, appointment scheduling, CRM, or related enterprise software categories.
• Experience expanding accounts across multiple regions and business units within a single global customer.
• Bachelor’s degree or equivalent practical experience.

Competencies

• Ownership and accountability — treats the book of business as their own P&L.
• Strategic and commercial acumen — connects customer outcomes to revenue.
• Relationship-building and influence — earns trust with senior stakeholders.
• Collaboration — leads without authority across internal teams.
• Resilience and drive — thrives in long, complex enterprise cycles.
• Customer-first mindset — puts durable customer value ahead of the short-term deal.

Compensation & Benefits

Target compensation: Base salary of $135,000–$155,000 with a variable component tied to retention and expansion performance, for an on-target earnings (OTE) range of $225,000–$265,000 (approximately a 60/40 base-to-variable split). Final offers are calibrated to experience, and the package includes equity, comprehensive health and wellbeing benefits, and paid time off.

Note: Compensation ranges are indicative and should be finalized with People/Total Rewards and calibrated to current market bands and candidate location.