Account Manager, Communities_Eastern USA New McLean, Virginia
ID.me, Mountain View, CA, United States
Account Manager, Communities_Eastern USA
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.
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., Military, 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.
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 knowledge of e-commerce, MarTech, and performance marketing personas and budgets, with a preference for experience working with customers in apparel, consumer electronics, home goods, and/or sports and outdoors segments.
Quota Performance:
A year-over-year track record of achieving quota, hitting retention targets, and being recognized as a top performer.
Deal Complexity:
Experience managing portfolios and closing opportunities with ACVs ranging from $100k to $1m on 6 to 12 month sales cycles.
Commercial Savvy:
Ability to navigate complex retail organizations and holding companies, maintaining account stability during executive transitions.
Analytical Growth Mindset:
Skilled at looking at a massive internet retailer and mapping out a multi-year growth plan to capture every available brand and subsidiary.
Collaborative Leadership:
Experience working closely with internal teams, including Marketing, Solutions Consulting, and Customer Success, to ensure customer satisfaction and success.
Startup Agility:
Comfortable working for a team in a startup at a growth stage; you possess an entrepreneurial personality capable of effectively solving problems with minimal guidance.
Consultative Problem Solving:
Superb planning and time management skills with the ability to understand customer pains and provide effective solutions to meet their business objectives.
Key Performance Indicators (KPIs)
Gross Retention Rate (GRR):
Ensuring existing contracts renew on time.
Net Revenue Retention (NRR):
Growth of the account via upsells and cross-sells.
Pipeline Velocity:
Speed at which expansion opportunities move through the commercial procurement funnel.
Our Core Values
Don’t be a jerk.
Always compete.
Inspire people with your passion.
Make something better every day.
Treat each customer like your favorite family member.
Own your mistakes so you can learn from them.
Details are everything.
Act like a scientist, not a talking head.
Be truthful (even when it’s hard).
Reflect ID.me’s values in your actions.
If the rule prevents the right outcome, then break the rule.
ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Benefits We offer comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, unlimited paid time off (subject to PTO policy terms), 8 company-wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.
Compensation Mountain View, CA Pay Range: $131,400 - $147,780 USD.
Location ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles—such as field-based sales or other remote-by-design positions—may have different work arrangements as noted in their individual postings.
Voluntary Self-Identification of Disability Form CC-305 (Page 1 of 1) OMB Control Number 1250-0005 Expires 04/30/2026.
Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress toward this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.
How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn’s Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury
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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., Military, 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.
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 knowledge of e-commerce, MarTech, and performance marketing personas and budgets, with a preference for experience working with customers in apparel, consumer electronics, home goods, and/or sports and outdoors segments.
Quota Performance:
A year-over-year track record of achieving quota, hitting retention targets, and being recognized as a top performer.
Deal Complexity:
Experience managing portfolios and closing opportunities with ACVs ranging from $100k to $1m on 6 to 12 month sales cycles.
Commercial Savvy:
Ability to navigate complex retail organizations and holding companies, maintaining account stability during executive transitions.
Analytical Growth Mindset:
Skilled at looking at a massive internet retailer and mapping out a multi-year growth plan to capture every available brand and subsidiary.
Collaborative Leadership:
Experience working closely with internal teams, including Marketing, Solutions Consulting, and Customer Success, to ensure customer satisfaction and success.
Startup Agility:
Comfortable working for a team in a startup at a growth stage; you possess an entrepreneurial personality capable of effectively solving problems with minimal guidance.
Consultative Problem Solving:
Superb planning and time management skills with the ability to understand customer pains and provide effective solutions to meet their business objectives.
Key Performance Indicators (KPIs)
Gross Retention Rate (GRR):
Ensuring existing contracts renew on time.
Net Revenue Retention (NRR):
Growth of the account via upsells and cross-sells.
Pipeline Velocity:
Speed at which expansion opportunities move through the commercial procurement funnel.
Our Core Values
Don’t be a jerk.
Always compete.
Inspire people with your passion.
Make something better every day.
Treat each customer like your favorite family member.
Own your mistakes so you can learn from them.
Details are everything.
Act like a scientist, not a talking head.
Be truthful (even when it’s hard).
Reflect ID.me’s values in your actions.
If the rule prevents the right outcome, then break the rule.
ID.me maintains a work environment free from discrimination, where employees are treated with dignity and respect. All ID.me employees share in the responsibility for fulfilling our commitment to equal employment opportunity. ID.me does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Benefits We offer comprehensive medical, dental, vision, health savings account, flexible spending accounts (medical, limited purpose, dependent care, commuter benefit accounts), basic and voluntary life and AD&D insurance, 401(k) with company match, parental leave, unlimited paid time off (subject to PTO policy terms), 8 company-wide holidays, short and long-term disability insurance, accident and critical illness insurance, referral bonus policy, employee assistance program, pet insurance, travel assistant program, wellbeing and childcare discounts, benefit advocates, and a learning and development benefit.
Compensation Mountain View, CA Pay Range: $131,400 - $147,780 USD.
Location ID.me is a full-time, in-office culture. Unless a specific job description explicitly states otherwise, all roles are on-site five days per week at one of our offices in McLean, VA; Mountain View, CA; New York City, NY; or Tampa, FL. Certain roles—such as field-based sales or other remote-by-design positions—may have different work arrangements as noted in their individual postings.
Voluntary Self-Identification of Disability Form CC-305 (Page 1 of 1) OMB Control Number 1250-0005 Expires 04/30/2026.
Why are you being asked to complete this form? We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress toward this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.
Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.
How do you know if you have a disability? A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:
Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn’s Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury
Public Burden Statement: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.
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