Mid-Market Account Manager

The Mid-Market Account Manager owns the commercial growth of a defined territory of Arena customers, with a primary focus on expansion, adoption alignment, and long-term value realization.

This role serves as the commercial quarterback across the customer lifecycle, partnering closely with Customer Success, Solution Consulting, Solution Delivery, Marketing, and Renewal Specialists to drive coordinated account outcomes.

Success in this role comes from the ability to lead without direct authority, influence cross-functional teams, and translate customer signals into clear commercial opportunities.

Key Responsibilities

Own a Defined Territory Patch

• Manage a portfolio of mid-market accounts within an assigned territory

• Prioritize accounts based on:

• Expansion potential

• Adoption signals

• Strategic growth opportunities

• Balance high-volume coverage with focused attention on top growth accounts

Lead Expansion and Commercial Growth

• Identify, develop, and close expansion opportunities across the territory, including:

• Additional users and teams

• New use cases and departments

• Enterprise upgrades where applicable

• Conduct structured discovery to uncover:

• Adoption gaps vs. purchased capabilities

• Triggers for expansion and value realization

• Build and execute account growth plans in partnership with cross-functional teams

Act as the Commercial Quarterback

• Orchestrate cross-functional resources to drive account outcomes, including:

• Customer Success Coaches (adoption insights and health)

• Solution Consultants (use case expansion and demos)

• Solution Delivery (implementation and onboarding alignment)

• Marketing (programs, campaigns, and customer engagement)

• Renewal Specialists (contract execution and timing)

• Provide clear direction and priorities across account teams

• Ensure alignment on growth strategy, risks, and next steps

Guide the Customer Journey

• Serve as the primary commercial point of contact

• Engage stakeholders across business and functional levels

• Align Arena capabilities to evolving customer needs and growth plans

• Position Arena as a platform that scales with the customer

Enable Scalable Execution Across Accounts

• Manage multiple accounts and opportunities in parallel with strong organization

• Apply a repeatable approach to:

• Account planning

• Pipeline creation and progression

• Stakeholder engagement

• Maintain consistent, purposeful engagement across the portfolio

Support the Renewal Motion (Non-Primary Owner)

• Partner closely with Renewal Specialists to:

• Provide account context and strategy

• Identify expansion opportunities tied to renewals

• Flag risks early and align mitigation plans

• Ensure renewals are positioned within the broader growth strategy

Maintain Pipeline and Forecast Discipline

• Own expansion pipeline and maintain accurate forecasts

• Maintain strong CRM hygiene across accounts and opportunities

• Apply structured sales methodology to progress deals

What Success Looks Like

• Consistent expansion within assigned territory

• Strong pipeline coverage driven by proactive discovery and planning

• Clear alignment between adoption improvements and revenue growth

• Highly effective cross-functional collaboration and execution

• Ability to scale impact across a broad portfolio of accounts

Required Qualifications

• 3-7 years in SaaS Account Management, Sales, or Customer Success with revenue ownership

• Proven ability to manage a book of business or territory patch

• Track record of:

• Expansion/upsell across multiple accounts

• Driving outcomes through cross-functional teams

• Strong prioritization and time management skills

• Experience working across multiple stakeholders within customer organizations

Preferred Qualifications

• Experience in a mid-market SaaS environment

• Familiarity with customer adoption and usage platforms (e.g., Gainsight)

• Experience working in a pod model (AM + CSC + SC)

• MEDDIC or similar sales methodology experience

Core Competencies

• Cross-functional leadership and influence

• Territory and portfolio management

• Expansion-focused discovery and execution

• Customer-centric commercial mindset

• Pipeline discipline and forecasting

Why This Role Matters

Arena's growth depends on our ability to expand within our existing customer base at scale.

This role is critical in connecting adoption, customer value, and commercial growth, ensuring we deliver a coordinated, cross-functional approach that drives consistent expansion across the mid-market segment.