About this role
We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!
Associate Account Manager
Your Opportunity
At New Relic, we believe in a virtuous cycle where customer success fuels improved revenue performance. Our Associate Account Manager role is an integral support function within our pod structure that sits at the intersection of Customer Success, Sales, and Product. Focused on supporting the retention and health of our existing customer base, you will work alongside Account Managers and Account Executives to drive customer adoption, manage operational workflows, and assist with renewals.
If you are passionate about building strong customer relationships, eager to grow in a quota-carrying environment, and looking to build a foundation in tech sales or customer success, this is the role for you!
What You'll Do:
Drive Revenue & Retention Support
• Pod Collaboration: Act as an operational and tactical contributor within a unified pod structure. Assist Account Executives and Account Managers with whitespace analysis, scheduling and organizing enablement sessions with Technical Success Managers, and preparing materials to help uncover new growth opportunities.
• Renewal & Account Operations: Support the execution of contract renewals for direct and partner-managed agreements. Maintain regular check-ins with operational decision-makers, champions, and end-users.
• Churn Mitigation Support: Help monitor account health, usage patterns, and BCM burn rates. Flag "at-risk" or low-engagement accounts early to senior team members and help execute strategic action plans to drive customer satisfaction.
• Expansion Assistance: Assist in identifying basic upsell and cross-sell opportunities, supporting Pay-As-You-Go (PAYG) customer outreach, and helping convert usage into expanded subscriptions.
Cultivate Customer Success & Adoption
• Customer Journey Support: Partner with Account Executives on key customer milestones, helping handle day-to-day administrative and account support queries.
• Review & Planning Coordination: Help coordinate schedule logistics, slide decks, and data preparation for Customer Business Reviews (CBRs), Account Plans, and renewal discussions.
• Adoption & Onboarding: Assist during customer onboarding phases by organizing Account Health Checks, tracking Business Value Assessments, and scheduling customer enablement sessions.
• Cross-Functional Advocacy: Partner with Sales, Operations, Customer Solutions, Legal, and Collections to help resolve routine customer issues and