Senior Account Manager - Americas Commercial

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At Mattermost, we build the #1 collaborative workflow solution for defense, intelligence, security, and critical infrastructure organizations. Trusted by governments, financial institutions, and technology companies, our platform enables secure, efficient operations for the world’s most critical teams.

We’re dedicated to empowering organizations to operate with confidence, reducing risks, and accelerating productivity. Guided by our core values of Customer Obsession, Earn Trust, Self Awareness, Ownership and High Impact, we collaborate closely with our customers to deliver solutions that meet complex needs and drive success.

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About The Role

Mattermost is seeking a Senior Account Manager to own and grow a portfolio of commercial accounts across the Americas . This role is ideal for a proactive, strategic account leader who thrives on uncovering expansion opportunities, driving value-based conversations, and engaging confidently with stakeholders at every level of an organization.

While maintaining strong customer relationships and renewal success is critical, this role places a strong emphasis on proactive account growth , strategic planning, and the ability to clearly demonstrate the value of Mattermost through compelling discovery and product demos.

What You’ll Do

• Own and manage a portfolio of commercial customer accounts across the Americas region.
• Proactively identify, qualify, and drive expansion opportunities (upsell, cross-sell, increased adoption) within existing customers.
• Develop and execute strategic account plans, including stakeholder mapping, whitespace analysis, and engagement strategies.
• Lead customer discovery conversations to understand business goals, technical needs, and success criteria.
• Deliver product demonstrations and value-based presentations tailored to technical, business, and executive audiences.
• Engage with customer stakeholders at all levels, including senior and executive leadership, to position Mattermost as a strategic partner.
• Partner closely with Customer Success, Sales Engineering, Product, and Marketing to ensure strong renewal outcomes and expansion execution.
• Lead renewal and expansion negotiations, ensuring alignment with customer outcomes and commercial objectives.
• Maintain accurate forecasting, pipeline hygiene, and account documentation in Salesforce.

What We’re Looking For

• 5+ years of experience in Account Management, Customer Success, or a quota-carrying customer-facing role within SaaS or enterprise software.
• Proven track record of driving expansion within existing accounts, not just managing renewals.
• Strong consultative selling skills with the ability to run discovery and position solutions against customer needs.
• Demonstrated ability to deliver effective product demos and articulate technical value to diverse audiences.
• Confidence and credibility engaging with VP- and C-level stakeholders.
• Strong business acumen with the ability to analyze accounts, prioritize opportunities, and execute strategically.
• Excellent written, verbal, and presentation skills.
• Experience working cross-functionally in a fast-paced, remote-first environment.
• Proficiency with CRM tools (Salesforce preferred) and structured account planning.

Nice to Have

• Experience supporting commercial or mid-market customers.
• Familiarity with DevOps, incident response, collaboration platforms, cybersecurity, or open-source software.
• Experience navigating complex buying processes involving IT, security, procurement, and business stakeholders.

How Success Is Measured

• Consistent renewal performance across assigned accounts.
• Identification and closure of expansion opportunities within existing customers.
• Strong customer engagement reflected in multi-threaded relationships and executive alignment.
• High-quality account plans and accurate forecasting.
• Positive cross-functional feedback from Customer Success, Sales Engineering, and Product partners.

Mattermost is an EEO Employer, we are a remote-first, open-source company. We are continually working to expand our hiring in more countries and regions, ensuring compliance with local laws and regulations, which takes time. Mattermost values your unique perspective—we welcome all applicants. We encourage individuals from all backgrounds to apply and are committed to assessing candidates based on their skills and qualifications. We do not tolerate discrimination against staff or applicants based on race, religion, national origin, age, disability, pregnancy status, veteran status, or other personal characteristics. If you require accommodations during the interview process, please let us know—we’re happy to assist.