Founding Account Manager

Why We're Hiring
Tie is looking for our Founding Account Manager to own expansion revenue across our existing Launch and Scale customer base and help convert and grow customers who enter Tie through product-led and self-service motions.
Customer Success is responsible for helping customers use more of Tie, continuously increase the ROI they generate through their ESP, and retain them for the long term. As customers generate more value from Tie, they should naturally use more of the platform and consume more credits.
The Account Manager works alongside CS to turn increasing customer value and usage into expansion revenue. They also own commercial follow-up for customers who begin their relationship with Tie through product-led experiences, helping convert high-intent users into larger commercial relationships and introducing additional Tie products when there is a clear business case.
This is not a reactive renewals role. Great Account Managers understand their book and product-led funnel, proactively identify commercial signals, and engage customers before additional capacity or buying intent becomes urgent.
The goal is simple: turn growing customer value, usage, and product-led demand into larger long-term relationships with Tie.
What You'll Own
Own expansion revenue across Tie's existing Launch and Scale customer base
Own commercial conversion and expansion for customers who enter Tie through product-led or self-service motions
Proactively engage high-intent product-led users when there is an opportunity to deepen their commercial relationship with Tie
Identify when product-led customers are a strong fit for broader Tie products, greater usage, or a larger credit commitment
Build repeatable conversion and expansion plays around product usage, customer intent, and other behavioral signals
Partner with RevOps to ensure product-led activity is surfaced, routed, tracked, and converted into measurable commercial pipeline
Develop a deep understanding of each customer's current credit commitment, usage, consumption trends, and future credit needs
Proactively identify customers approaching credit thresholds or whose growing use of Tie creates a need for additional credits
Work Salesforce and RevOps-generated signals, including credit depletion, usage trends, and plan thresholds, to systematically identify expansion opportunities
Partner closely with CSMs to understand customer performance, expected changes in usage, and where increasing ROI may create additional credit demand
Build and maintain an expansion pipeline proactively rather than waiting for customers to run out of credits
Prioritize expansion opportunities based on customer usage, projected demand, timing, and likelihood to close
Help customers understand their current and projected usage and recommend the appropriate credit commitment
Develop a clear commercial case for increasing a customer's credit commitment
Own the commercial process for credit expansions, including pricing, proposals, negotiation, contracting, and close
Coordinate closely with the CSM so commercial conversations happen at the right point in the customer relationship and reinforce the value the customer is already receiving
Maintain strong pipeline discipline and accurately manage and forecast expansion opportunities in Salesforce
Develop repeatable expansion plays based on credit consumption, usage patterns, and other customer signals
Partner with RevOps and Customer Success to continuously improve how Tie identifies and converts credit expansion opportunities
Ensure completed expansions are clearly communicated back to CS and reflected in the customer's account
Customer Success drives greater product usage and customer ROI. The Account Manager monetizes that increasing usage by expanding the customer's credit commitment.
What You'll Bring
Experience in account management, expansion sales, SaaS sales, or another commercial customer-facing role
Demonstrated ability to identify and close revenue within an existing customer base
Strong commercial instincts and the ability to recognize when customer usage creates a compelling expansion opportunity
Strong discovery skills and the ability to understand current and future customer needs
Ability to use consumption and customer data to prioritize and develop expansion opportunities
Ability to communicate a clear commercial case for increasing a customer's commitment
Strong negotiation and closing skills
Ability to manage a portfolio of accounts while maintaining a disciplined expansion pipeline
Ability to partner effectively with Customer Success without relying on CSMs to generate your pipeline
High degree of ownership and comfort proactively creating opportunities
Strong organizational skills and Salesforce discipline
Excellent written and verbal communication
Nice-to-Haves
Experience in consumption-based, usage-based, or credit-based SaaS pricing models
Previously stood up an Account Management function from 0-->1
Experience selling expansion within an existing SaaS customer base
Experience selling martech or ecommerce technology
Experience working directly with Shopify brands
Familiarity with Klaviyo or another ESP
Experience working from product-usage or customer-intent signals
How Success Is Measured
The primary performance metric for the Account Manager is revenue generated from the existing and product-led customer base.
Successful Account Managers consistently create commercial pipeline, convert high-intent product-led users into paid and expanded relationships, anticipate existing customers' credit needs before they become urgent, and turn increasing customer usage into larger commitments. They understand their book and product-led funnel, systematically act on RevOps and product signals, stay closely connected to CSMs where a managed customer relationship exists, and continuously identify where demonstrated value can become additional revenue.

Work arrangement
No