Job Description

About Airship

Airship is trusted by world’s leading brands such as Alaska Airlines, BBC and The Home Depot to drive revenue growth and customer loyalty with exceptional cross-channel customer experiences. Today, brands are challenged to deliver seamless, unified customer experiences across a fragmented array of channels and devices— apps, websites, email, SMS, wallets and more.

Airship’s no-code, AI-powered platform was designed with non-technical, growth-focused teams in mind, making it easy to create, test and orchestrate hyper-personalized experiences across all channels. With the ability to easily enrich customer data and rapidly launch growth experiments, Airship enables brands to deliver consistent, meaningful interactions that accelerate conversion and foster deeper customer relationships.

We invite you to be part of our journey in building products and delivering services that touch millions of customers around the world every day.

To learn more about us, visit www.airship.com, read our blog or follow us on LinkedIn.

About the Role

The Emerging Accounts Manager manages the full post sales lifecycle for a high volume portfolio of customers with contract ARR under $50,000. You own onboarding, adoption, ongoing engagement, and renewal execution across your entire book. The goal of the role is to protect low ARR, low complexity revenue while improving renewal predictability through consistent coverage and disciplined execution.

This role is built for repeatability. You operate within defined playbooks and workflows, using programmatic outreach as the primary engagement model. Proactivity is limited and driven by clear usage, health, or renewal signals. You develop pattern recognition across accounts to identify common risks, adoption gaps, and opportunities, and you act on those patterns to drive retention at scale.

What You’ll Do

• Act as the primary point of contact for a large portfolio of Emerging Accounts
• Own the full post sales lifecycle, including onboarding, adoption, and renewal
• Manage renewals across your entire book, not just the final 90 day window
• Prepare, deliver, and close high volume renewals using defined processes
• Execute standardized onboarding and adoption motions using playbooks
• Use programmatic outreach as the primary engagement model
• Conduct live customer interactions only when health or usage signals require it
• Monitor customer health using product usage, engagement, and support data
• Deliver value reminders tied to core use cases and outcomes
• Identify common risk, churn, and adoption patterns across accounts
• Surface repeatable expansion or upsell indicators through pattern recognition
• Escalate non standard risks, deal structures, or customer needs
• Maintain accurate account, health, and renewal data in CRM systems
• Ensure renewals close on time with high forecast accuracy
• Share trends, recurring issues, and insights with CXM, Sales, and Operations teams
• Support continuous improvement of scaled motions, workflows, and playbooks

What We’re Looking For

• Experience in customer success, renewals, account management, or SaaS support roles
• Comfort managing a high volume portfolio with structured workflows
• Ability to execute consistently within defined processes
• Strong organization and attention to detail
• Clear written and verbal communication skills
• Ability to identify patterns across many accounts
• Experience working with CRM systems

We’d Be Delighted If You Also Have

• Experience working in scaled or pooled customer models
• Familiarity with SaaS renewal and quoting workflows
• Exposure to customer health scoring and usage analytics
• Interest in growing into higher ARR or higher complexity CXM roles

Compensation

The starting base pay range for this position is: $63,000-$70,000 USD per year Base pay is part of the total compensation package and is determined by a variety of factors such as relevant skills, work experience, business priorities, market demands, and location. This role is eligible for a sales incentive plan. On-target earnings (OTE) are approximately $90,000-$100,000 USD annually, consisting of base compensation plus variable incentive pay based on performance. This role offers stock options, providing a direct opportunity to share in Airship’s success.

Benefits & Perks

• Competitive medical, dental, and vision insurance options for you and your dependents
• Flexible time off, company paid holidays, paid parental leave, and paid volunteer time off
• Support for your overall wellbeing with mental health and wellness resources
• Employer-subsidized life insurance as well as short-term and long-term disability
• A digital-first work environment and a monthly stipend to support remote work
• And more!

California residents can view the CCPA disclosure notice here

** Please Note: To ensure the security of your personal information, Airship will only contact candidates through email addresses ending with “@airship.com”.

Hiring Commitment

Airship is committed to fostering a diverse work environment and providing equal employment opportunities to all applicants and employees. We welcome your application and our hiring and employment decisions are made irrespective of race, religion, color, national origin, gender, gender expression, sexual orientation, age, marital status, veteran status, disability status or any other characteristic protected by law. In alignment with our commitment to equal opportunity, Airship will consider for employment all qualified applicants, including those with criminal histories, in a way that adheres to the principles of fairness and the requirements of local Fair Chance laws, where applicable.

By submitting this application, I affirm that the facts set forth in it are true and complete to the best of my knowledge. I understand that if I am employed, false statements, omissions, or misleading information given in my application, interview(s), or in a background check may result in dismissal.