Strategic Account Manager - Trilogy (Remote)

Overview

The landscape for enterprise renewals is evolving rapidly. Top performers focus on advancing AI technologies that automate administrative processes, freeing themselves to address complex strategic aspects. In this role, you will oversee Trilogy's most valuable customer accounts while partnering with Fiona, an AI-powered renewals agent that handles preparation, analysis, contract workflows, and routine follow-ups. Your expertise will be focused on executive alignment, commercial strategy, complex negotiations, and other decisions beyond AI's current reach. Your efforts will help improve Fiona's performance through each renewal interaction.

Role Responsibilities

• Maintain executive relationships and lead commercial negotiations for high-value enterprise renewal portfolios, including multi-year contracts worth seven figures.
• Work collaboratively with Fiona, continuously enhancing the AI agent’s capabilities using your insights and customer feedback.
• Analyze customer health indicators, product adoption trends, commercial history, and business risk to proactively secure favorable renewal agreements.
• Utilize Salesforce and AI-driven workflows for accurate forecasting, early detection of renewal risks, and prioritizing areas where human judgment adds most value.
• Translate insights from customer engagements into systematic improvements that increase renewal efficiency and effectiveness over time.

Exclusions

• Manual handling of renewal documentation, tracking approvals, or completing routine administrative tasks.
• Managing transactional renewals or small-to-medium business accounts with high volume.
• Engaging in new customer acquisition or working toward traditional sales commission targets.
• Developing code or constructing AI models.
• Managing large teams rather than directly influencing key customer outcomes.

Basic Qualifications

• Proven experience managing enterprise renewals or retention for B2B software clients with accounts of at least $100,000 in annual recurring revenue.
• Strong track record of meeting quarterly retention or Net Revenue Retention goals, consistently achieving at least 90% NRR across multiple periods.
• Hands-on experience leading complex, multi-year enterprise renewals with deal values of $1 million or more.
• Practical use of AI-enabled or autonomous tools within enterprise renewals, customer success, or sales operations.
• Expert proficiency in Salesforce or comparable CRM platforms for forecasting, risk evaluation, and pipeline management.
• Exceptional skills in executive communication, commercial negotiation, and relationship management.
• Ability to work efficiently in a fully remote, global environment.

Preferred Qualifications

• Experience optimizing AI prompts, workflows, or business logic guided by customer engagement data.
• Background in enterprise SaaS, cloud software, or subscription-based technology sectors.
• Capability to integrate contract data, customer health metrics, support cases, and usage patterns to shape renewal strategies.
• Demonstrated systems thinking and experience enhancing repeatable commercial processes through automation.

About Trilogy

Trilogy powers hundreds of software businesses through its Business Platform. Known for a three-decade history of attracting exceptional talent, innovating technology, and launching new businesses, Trilogy prioritizes customer-friendly design and modern cloud architecture. The company offers an environment rich with talented colleagues, meaningful work, and excellent opportunities for career growth.

Additional Details

This full-time role requires a 40-hour workweek and is immediately available on a long-term basis. Employment will be under an independent contractor agreement with Crossover as the Contractor of Record. Compensation is set at $100 per hour, totaling approximately $200,000 annually based on 40 hours per week for 50 weeks per year. Payments are disbursed weekly.