Account Manager (Retention Focus)
Mimeo, New York, NY, United States
Account Manager (Retention Focus) The Account Manager is a crucial member of the Customer Success team, responsible for ensuring the long-term stability and satisfaction of a high-volume portfolio of Mimeo's core customers. The primary goal of this role is to drive Net Revenue Retention by focusing on adoption, expansion, proactive risk mitigation, and continued outreach to maintain the current business. This role acts as the customer's trusted operational partner, ensuring they maximize value from their current investment and establishing a foundation of loyalty that leads to consistent recurring revenue.
Application Deadline: April 30, 2026
Department: Customer Success (Mimeo)
Employment Type: Full Time
Location: New York, NY
Workplace type: Hybrid
Reporting To: VP of Customer Success
Key Responsibilities Sustained Account Retention - 70%
Serve as the primary point of contact for a territory of core accounts, building and nurturing deep operational relationships.
Proactively monitor purchasing patterns, usage frequency, and customer health data to identify and address any risks to continued purchasing volume.
Ensure high customer satisfaction and address service issues efficiently by coordinating internal resources (Service, Operations, Solutions, Quality, Finance, etc.).
Develop and execute formalized Success Plans focused on driving continued and expanded adoption of Mimeo's core services within existing customer teams.
Conduct regular business reviews focused on demonstrating consistent service reliability and addressing any operational challenges.
Manage all customer communication related to contract compliance and high-level service delivery expectations.
Incremental Growth & Account Penetration - 20%
Identify and qualify incremental opportunities for expansion within existing departments or to penetrate into new teams and departments that are not currently utilizing Mimeo's services.
Focus on cross-selling complementary Mimeo services and products to current users.
Clearly document new product/service needs and customer feedback to pass high-value, strategic expansion leads to the Sales team.
Maintain a basic pipeline of qualified internal departmental leads and track all light penetration and expansion efforts in the CRM.
Operational Excellence & Advocacy - 10%
Maintain records of customer interactions and health status within the CRM.
Act as the internal Voice of the Customer for the retention segment, aggregating and communicating feedback to Product and Operations teams to drive improvements.
Drive customer advocacy by identifying satisfied clients for reference calls, testimonials, and case studies.
Skills Knowledge and Expertise Minimum of 3+ years of experience in Customer Success, Account Management, or a retention-focused role, preferably managing a high-volume portfolio (50-100+ accounts).
Proven expertise in managing relationships and mitigating churn risk.
Exceptional organizational skills and ability to manage multiple priorities and deadlines simultaneously.
Proficiency in utilizing a CRM (Salesforce) for data-driven account management.
Strong communication, diplomacy, and conflict resolution skills to maintain customer satisfaction during challenging periods.
Bachelor's degree preferred.
Benefits Mimeo's values of Act Like an Owner, Drive Customer Success, and to Enjoy the Ride, are at the core of who we are and the decisions we make. As our employees are the most important aspect of our organization we make it a point to provide competitive benefits.
Some of our Benefits include:
Excellent medical, dental, and vision coverage for you and your family
Competitive salary
Generous PTO Policy
Internal career advancement opportunities
401K is offered after 1 year of service
About Mimeo US Mimeo.com is the innovator of online managed content distribution and printing. Our global footprint and cloud based platform provide customers the simplest way to create, manage, and distribute content they rely on to do business. The minds, makers, and innovators at Mimeo are dedicated to giving back our customers what matters most their time. Mimeo provides the easiest, fastest, and most reliable way to manage and distribute their content. We bring our customers' content to life through print and digital formats to over 140 countries around the world.
Our Hiring Process Stage 1: Applied
Stage 2: Introductory Interview
Stage 3: Under Review
Stage 4: Phone Interview
Stage 5: Assessment
Stage 6: Formal Interview
Stage 7: References
Stage 8: Offer
Stage 9: Hired
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Application Deadline: April 30, 2026
Department: Customer Success (Mimeo)
Employment Type: Full Time
Location: New York, NY
Workplace type: Hybrid
Reporting To: VP of Customer Success
Key Responsibilities Sustained Account Retention - 70%
Serve as the primary point of contact for a territory of core accounts, building and nurturing deep operational relationships.
Proactively monitor purchasing patterns, usage frequency, and customer health data to identify and address any risks to continued purchasing volume.
Ensure high customer satisfaction and address service issues efficiently by coordinating internal resources (Service, Operations, Solutions, Quality, Finance, etc.).
Develop and execute formalized Success Plans focused on driving continued and expanded adoption of Mimeo's core services within existing customer teams.
Conduct regular business reviews focused on demonstrating consistent service reliability and addressing any operational challenges.
Manage all customer communication related to contract compliance and high-level service delivery expectations.
Incremental Growth & Account Penetration - 20%
Identify and qualify incremental opportunities for expansion within existing departments or to penetrate into new teams and departments that are not currently utilizing Mimeo's services.
Focus on cross-selling complementary Mimeo services and products to current users.
Clearly document new product/service needs and customer feedback to pass high-value, strategic expansion leads to the Sales team.
Maintain a basic pipeline of qualified internal departmental leads and track all light penetration and expansion efforts in the CRM.
Operational Excellence & Advocacy - 10%
Maintain records of customer interactions and health status within the CRM.
Act as the internal Voice of the Customer for the retention segment, aggregating and communicating feedback to Product and Operations teams to drive improvements.
Drive customer advocacy by identifying satisfied clients for reference calls, testimonials, and case studies.
Skills Knowledge and Expertise Minimum of 3+ years of experience in Customer Success, Account Management, or a retention-focused role, preferably managing a high-volume portfolio (50-100+ accounts).
Proven expertise in managing relationships and mitigating churn risk.
Exceptional organizational skills and ability to manage multiple priorities and deadlines simultaneously.
Proficiency in utilizing a CRM (Salesforce) for data-driven account management.
Strong communication, diplomacy, and conflict resolution skills to maintain customer satisfaction during challenging periods.
Bachelor's degree preferred.
Benefits Mimeo's values of Act Like an Owner, Drive Customer Success, and to Enjoy the Ride, are at the core of who we are and the decisions we make. As our employees are the most important aspect of our organization we make it a point to provide competitive benefits.
Some of our Benefits include:
Excellent medical, dental, and vision coverage for you and your family
Competitive salary
Generous PTO Policy
Internal career advancement opportunities
401K is offered after 1 year of service
About Mimeo US Mimeo.com is the innovator of online managed content distribution and printing. Our global footprint and cloud based platform provide customers the simplest way to create, manage, and distribute content they rely on to do business. The minds, makers, and innovators at Mimeo are dedicated to giving back our customers what matters most their time. Mimeo provides the easiest, fastest, and most reliable way to manage and distribute their content. We bring our customers' content to life through print and digital formats to over 140 countries around the world.
Our Hiring Process Stage 1: Applied
Stage 2: Introductory Interview
Stage 3: Under Review
Stage 4: Phone Interview
Stage 5: Assessment
Stage 6: Formal Interview
Stage 7: References
Stage 8: Offer
Stage 9: Hired
Find out more
Not quite right? Register your interest to be notified of any roles that come along that meet your criteria.
Register Your Interest