Customer Account Manager (USA)

About Origina
Origina is a rapidly growing global challenger technology company on a mission to stop unnecessary technology change by helping enterprises to extend, protect and enhance their software assets. We believe organisations should be free to run their systems for as long as they choose - without being pushed into costly, unwanted upgrades that don’t align with their strategy, so we step in to provide an alternative from the original vendor.

We’re scaling fast, with a clear path to €0.5 billion in the next five years, and expanding our presence across Europe, the US, and Australia. As a leading force in independent enterprise software support, we help the world’s largest organisations take back control of their technology roadmap and unlock genuine commercial freedom.

If you’re energised by growth, excited by change, and motivated to help customers challenge long-standing industry norms, this is the team to join. At Origina, you’ll be part of a bold, fast-moving global business where your impact will be felt immediately.

The Role

The Customer Account Manager (CAM) will be responsible for managing a portfolio of customer accounts across designated territories, driving account expansion, growth, and customer retention. This role focuses on leveraging commercial acumen to maximise Origina's Net Recurring Revenue (NRR) through strategic account management, upselling, and proactive customer engagement.

The Customer Account Manager is a critical member of the Origina GTM strategy and serves as a trusted advisor to customers, fostering value-driven relationships that align with their business goals. The CAM works closely with the Territory Manager, Pre-Sales Specialist, and Channel Managers to drive customer-related growth as a selling unit.

What You'll Do

1. Strategic Account Management
   • Manage and grow a portfolio of customer accounts in your assigned territory.
   • Develop and execute tailored account plans to achieve revenue growth targets.
   • Strengthen customer confidence by clearly articulating the unique value of Origina's Service Proposition.
2. Customer Growth and Retention
   • Identify and pursue upselling and cross-selling opportunities to expand customer engagement.
   • Lead customer retention activities, ensuring alignment with customer needs and maximizing renewal value.
   • Conduct Customer Satisfaction Reviews and analyse feedback to drive continuous improvement.
3. Commercial Excellence
   • Collaborate with the Territory Manager and Leadership on account planning and strategies.
   • Proactively respond to customer projects and opportunities, supporting Origina's goals of delivering measurable value.
   • Maintain clear communication with customers to identify growth opportunities and ensure their success with Origina's solutions.
4. Customer Advocacy & Service Delivery
   • Act as the internal advocate for the customer, ensuring cross-departmental alignment to deliver exceptional service.
   • Serve as the escalation point for high-priority incidents, ensuring swift and effective resolution.
   • Implement and manage Service Improvement Plans (SIPs) with a strong commercial mindset.
   • Monitor and manage service delivery performance, ensuring alignment with SLAs and customer needs.
   • Serve as the primary contact for operational inquiries related to service delivery.

About you

• Commercial Savvy: Strong ability to identify and execute opportunities for revenue growth within key accounts.
• Relationship Management: Proven ability to build and maintain value-driven relationships with diverse stakeholders in assigned accounts and in the Origina eco-system.
• Strategic Thinking: Expertise in developing and executing account plans that align with both customer and business goals.
• Adaptability: Proficient in navigating a fast-paced, evolving business environment.
• Analytical Capability: Skilled in interpreting account data to drive actionable strategies.
• Minimum of 3+ years in a Customer Success, Account Management, or similar role.
• Proven track record of achieving and exceeding sales or retention targets.
• Experience in SaaS, IT services, or software solutions preferred.
• Bachelor’s degree in business, marketing, or a related field.

What we offer

• Competitive compensation that rewards achievement

• Hybrid, flexible working model

• High-level Health, Dental, and Vision insurance

• STD and Life/AD&D cover

• 22 days PTO each year with additional days earned based on your tenure

• Additional 10 Federal/Regional holidays

• Generous Maternity & Paternity leave

• 4% 401k match

• $200 annual wellness benefit

• $1,000 professional development benefit

• Flexibility of working remotely from anywhere for up to 4 weeks per year

• A dedicated Volunteer Day to give back to your community and support meaningful cause

• Employee Assistance Program

• Fun and inclusive environment with regular events organized by Engagement, and Inclusion Committees

Don't worry if you don't meet ALL the requirements, if you feel you are a great fit for this role, we would love to hear from you! At Origina, the most important ingredient for us is our culture fit and recognizing those that want to live our high-performance values of Fairness, Trust, Relationships, and Opportunities.

Origina is an equal opportunity employer, and we’re proud of our ongoing efforts to foster inclusion in the workplace. Individuals seeking employment at Origina are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

By submitting your application, you agree that Origina may collect your personal data for recruiting, global organization planning, and related purposes. Origina's Candidate Privacy Notice explains what personal information Origina may process, where Origina may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Origina’s use of your personal information.