Account Manager

About Spoiler Alert

Spoiler Alert is a Series A SaaS company changing how enterprise and mid-market CPG brands manage excess and short-dated inventory. Companies like Unilever, Kraft Heinz, Mondelez, Campbell's, Danone, and SC Johnson use our platform to recover value on inventory they would otherwise write off, and we route it into a network of 300+ buyer channels.

Our mission is to expand consumer access to affordable, everyday essentials by unlocking the value in surplus inventory.

We're looking for an Account Manager to join the GTM team, reporting into the SVP, Sales.

The Role

We built our Account Management function in early 2026 to solve a specific problem: our platform delivers real, measurable ROI to the people who use it every day, but the value story too often never reaches the executives who own the budget. There is also a necessary change management with the Customer involved to extract the highest value from our platform.

The standard for this issue is clearest during a customer's initial year, which is precisely where this position is targeted. Every new account sale involves constructing a detailed business case. However, once an account transitions to live status, commercial ownership splits among the deal's Account Executive, the onboarding specialists, the operations manager, and the solution engineer. Consequently, no single individual reassesses or aligns that original business case with actual operational realities. By the end of the first year, executive sponsors often depart, the key value drivers remain uncommunicated, and renewal discussions begin without substantial leverage. Internal analyses indicate our account contractions regularly stem from this first-year disconnect.

This role is designed to bridge that exact gap. You will be responsible for the commercial management of a client portfolio concentrated in their first two years — the pivotal timeframe where long-term trajectory is established and our support framework requires reinforcement. This book is not limited to first-year accounts, though. You should expect to carry longer-tenured customers as well, including established accounts that need the same commercial ownership, executive re-engagement, and renewal discipline.

Your key responsibilities include:

• Executive Engagement: Securing access to decision-makers proactive in the account lifecycle rather than at renewal.
• Value Realization: Re-evaluating business cases using actual platform usage data and offering transparent assessments of performance metrics.
• Risk Detection: Identifying accounts that begin conducting off-platform transactions before they turn into churn risks.
• Account Continuity: Guiding client accounts through their initial renewal to establish sustainable, expanding partnerships.

Every account involves a close partnership with a Customer Operations Manager, who directs daily program execution and inventory movement. In contrast, your focus centers on driving the commercial narrative, expanding executive relationships, securing renewals, and driving account expansion. For first-year accounts, you serve as the primary named commercial leader and central point of accountability.

We view this as a builder's opportunity. Created roughly six months ago, this function is still refining its operational frameworks: playbooks are undergoing active drafting, meeting cadences are being calibrated, and our customer health framework was recently deployed. We are seeking a candidate who has previously executed this account strategy and can actively optimize our model, rather than someone looking for a fully established workflow.

What You'll Own

The Year 1 Commercial Gap & Portfolio Trajectory

Although this role places heavy emphasis on navigating the initial twelve-month client onboarding phase, it extends well beyond short-term onboarding. You will oversee a diverse portfolio that encompasses established client accounts, maintaining continuous commercial leadership and active executive alignment past the inaugural renewal period.

• Single-Threaded Accountability: Serve as the primary commercial lead for new accounts from the moment they go live. You will navigate a crowded account team — including AEs, onboarding specialists, and solution engineers — ensuring that "collective ownership" never results in a lack of individual accountability.
• Value Re-baselining: Within 90 days of go-live, you will pressure-test the original sales-cycle value model against actual platform usage. If the initial assumptions were wrong, you are responsible for revising the case and communicating that reality transparently to the customer and our internal leadership.
• Executive Redundancy: Secure access to economic buyers before the partnership faces its first challenge. We cannot be single-threaded to mid-level operators who lack the authority to defend our value when internal pressures arise. Build executive relationships by month three, not at T-30 from renewal.
• Commercial Continuity: Guide the account through its pivotal first renewal, ensuring the discussion is a continuation of a proven ROI story rather than a cold contractual negotiation.
• Strategic Transitions: For first-year accounts that ramp quickly into our Strategic tier, you will manage a clean handoff, providing the documentation and relationship mapping necessary for the next owner to maintain momentum.

Renewal Execution & Operator's Discipline

• Own the end-to-end renewal motion for your portfolio, maintaining a rigorous cadence with clear gates and deliverables from T-90 through signature.
• Manage tier confirmations as a distinct commercial motion. Our usage-based model requires active management of subscription steps as volume grows, which is a direct component of your quota.
• Maintain high forecast accuracy and CRM hygiene, ensuring HubSpot data on ARR, renewal dates, and stakeholder coverage is ≥95% complete.
• Identify churn risks early. You must declare accounts at risk and deploy remediation plans the moment signals appear, intervening well before the renewal window makes it urgent.

Executive Engagement & Strategic Narrative

• Broaden our stakeholder footprint on accounts currently limited to day-to-day operators. Build redundancy with 3+ mapped contacts across Finance, Supply Chain, and Sales so that individual departures do not reset our relationship.
• Elevate top-to-top (Executive Business Review) sessions into strategic value assessments rather than tactical updates, focusing on realized ROI and long-term partnership trajectory.
• Own the composite health read for your book. While Customer Ops provides much of the health data, you own the response; we have no use for health scores that don't trigger an immediate intervention plan.
• Address off-platform activity as a primary risk signal. When customers use our data to transact directly, you must confront the behavior with data and lead an effective change-management conversation.

Expansion & Net Revenue Retention

• Carry a quota for expansion and platform growth. In our usage-based pricing model, driving volume through the platform is a core commercial outcome, not an operational footnote.
• Identify and close expansion opportunities, including new geographies, newly acquired business units, or Managed Marketplace activation. You are responsible for capturing new business when your customers scale.
• Build value cases that speak to economic buyers, even when you have to defend an ROI story without the customer providing perfect baseline data.

Cross-Functional Collaboration

• Provide structured customer signals to Product and GTM leadership; your observations from the field will directly influence our roadmap and operational tuning.
• Partner with Marketing to identify and cultivate customers ready to serve as references or case study subjects.

The Candidate Profile

Requirements

• Quota-Carrying Experience: 5+ years of driving commercial outcomes in enterprise or mid-market B2B SaaS. We are looking for individuals who have owned a revenue number and expansion targets, not just managed operational engagement.
• First-Year Mastery: Proven ownership of the inaugural client lifecycle. You have navigated accounts from go-live through the first renewal and have a clear perspective on how to bridge the common Year 1 disconnects.
• A verifiable history of managing multi-million-dollar portfolios, specifically leading complex negotiations, tier restructures, and contract renewals.
• Portfolio Breadth: Experience managing a book of 20+ named accounts using tiered cadences. This role requires the discipline to manage at scale—"wide, not deep"—without losing commercial rigor.
• Data-Driven Commercial Narratives: Ability to construct and defend a value case using actual usage data. You have experience re-baselining business cases post-sale and communicating transparent performance assessments to customers.
• Executive Access: You build redundancy with economic buyers from a standing start. You can navigate from a mid-level operator to a CFO or VP of Supply Chain without needing a warm introduction.
• The Builder Mentality: You have previously built or overhauled account management playbooks. You are comfortable operating in an environment where frameworks are still being tuned and processes are being drafted.

Preferred Experience

• Domain expertise in CPG, supply chain, logistics, or retail technology. Familiarity with the manufacturer-to-retailer ecosystem shortens the ramp significantly.
• Usage-Based Pricing Models: Familiarity with consumption or volume-based pricing where account value is determined by platform throughput rather than static seat counts.
• Experience managing the transition from AE hunters to account management, ensuring commercial continuity and relationship momentum.
• Background in two-sided marketplaces or networks, particularly experience identifying and mitigating off-platform transaction leakage.
• Stack: HubSpot, Gong, Airtable, and Slack.

Core Attributes

• Single-Threaded Accountability: You are comfortable being the primary commercial lead on a crowded account team, ensuring collective ownership never results in a lack of individual responsibility.
• Bias to Intervene: You act immediately on red health signals. When the data flags a risk, you deploy a remediation plan that week rather than waiting for the T-90 renewal window.
• Operator's Discipline: You run a rigorous cadence across 30+ accounts simultaneously. You track every gate and deliverable with precision and are never surprised by a contract expiration.
• Commercial Nerve: You have the confidence to address off-platform leakage directly and lead tough change-management conversations regarding ROI and platform volume.
• Intellectual Honesty: You prioritize reality over the original pitch. If a value model was oversold, you identify the gap early and work to re-align the strategic narrative.
• Comfort with Ambiguity: You thrive in the "builder" phase of a function, contributing to the development of our customer health frameworks and operational playbooks.
• Low Ego, High Ownership: You are as comfortable leading a strategic executive review as you are diving into the tactical data of a single account.

Benefits

Spoiler Alert is committed to providing equal employment opportunities for all applicants and employees. We offer a remote-first work environment. Employee benefits include the following:

• Competitive salary and stock option packages
• Subsidized health, dental, and vision insurance plans
• $500 FSA contribution
• Climate-focused, pre-tax 401(k) and post-tax Roth 401(k) options
• 12-16 weeks of paid parental leave + flex return to work
• 15+ company holidays, including an EOY rest week
• 20 vacation days and 10 sick days per year
• Summer Fridays (1/2 days)
• Flex Fridays (no meetings after 1PM)
• Paid volunteer outings and civic engagement leave
• $500 new hire home office allowance
• $1500 annual flex funds allowance
• Remote first work environment
• Compensation: $120,000–$130,000 base + up to $44,000 variable target ($164,000–$174,000 OTE), plus stock options

We are a diverse team committed to a safe and inclusive work environment, free of discrimination based on race, color, religion, sex, gender identity or expression, sexual orientation, genetics, national origin, ancestry, age, medical condition, mental or physical disability, handicap or veteran status, or marital status.

Please note that applicants should be authorized to work in the United States. Though we are interested in every qualified candidate, we are unable to offer visa sponsorship at this time.