Account Manager, Communities (NoCal)

Company Overview ID.me is the next-generation digital identity wallet that simplifies how individuals securely prove their identity online. Consumers can verify their identity with ID.me once and seamlessly login across websites without having to create a new login and verify their identity again. Over 152 million users experience streamlined login and identity verification with ID.me at 20 federal agencies, 45 state government agencies, and 70+ healthcare organizations. More than 600+ consumer brands use ID.me to verify communities and user segments to honor service and build more authentic relationships. ID.me’s technology meets the federal standards for consumer authentication set by the Commerce Department and is approved as a NIST 800-63-3 IAL2 / AAL2 credential service provider by the Kantara Initiative. ID.me is committed to “No Identity Left Behind” to enable all people to have a secure digital identity. To learn more, visit https://network.id.me/ . Account Manager, Communities Company Overview ID.me is a high-growth enterprise software company that simplifies how people prove and share their identity online. The company empowers people to control their data through a portable and trusted login, which means they don’t need to create a new password when visiting sites that have the ID.me button. ID.me’s digital identity network has over 117 million registered members, and is used by fourteen federal agencies, agencies in 30 states and over 600 corporations for secure identity proofing and verification. Role Overview The Account Manager (AM) is a senior-level, quota-carrying position responsible for the health, retention, and aggressive expansion of our most critical commercial and eRetailing accounts. You are the "CEO" of your assigned book of business within the Communities segment (e.g., oaktreeMilitary, First Responders, Students, Teachers, Nurses, etc.). Your mission is twofold: ensure 100% net retention through impeccable renewal management and drive year-over-year (YoY) growth by identifying and closing expansion opportunities within existing customer portfolios. Key Responsibilities Revenue Ownership & Growth Quota Attainment: Carry and exceed a formal quota composed of both Renewal Revenue (GRR) and Expansion (NRR) within your assigned commercial accounts. Land & Expand Strategy: Identify "white space" within current customers to expand Community Verification products, and drive growth via UX changes. Upsell Execution: Lead the end-to-end sales cycle for expansion opportunities, from initial discovery to contract amendment and closing. Renewal & Retention Excellence Lifecycle Management: Proactively manage the renewal process starting 180 days out, ensuring zero "dark" periods or budget lapses. Churn Mitigation: Identify "at-risk" accounts early by monitoring usage health, program performance, and organizational changes (e.g., e-commerce leadership turnover or marketing budget shifts). Contract Negotiation: Navigate complex commercial procurement hurdles and vendor management processes to secure multi-year renewals and "sticky" master service agreements. Strategic Account Governance Executive Alignment: Maintain and deepen relationships with key decision-makers in the procurement process , specifically targeting e-commerce, MarTech, and performance marketing personas to ensure our solution remains a top-tier budget priority. Executive Business Reviews (EBRs): Lead high-impact EBRs that translate technical performance data into customer acquisition ROI, conversion rate optimization, and overall business objectives. Voice of the Customer: Act as a strategic liaison between commercial clients and our Product team, providing feedback to product development teams to influence the roadmap based on retail-specific needs. Qualifications Experience & Expertise The Commercial Tech Veteran: 5+ years of experience in a quota-carrying account management, customer success, or "hunter" sales role. Industry Knowledge: Deep know