Piano Overview
Piano’s Digital Experience Cloud empowers organizations to understand and influence customer behavior. By unifying customer data, analyzing behavior metrics, and creating personalized customer journeys, Piano helps brands launch campaigns and products faster, strengthen customer engagement and drive personalization at scale from a single platform. Headquartered in Philadelphia with offices across the Americas, Europe, and Asia Pacific, Piano serves a global client base, including Air France, the BBC, CBS, IBM, Kirin Holdings, Jaguar Land Rover, LinkedIn, Nielsen, The Wall Street Journal, and more. The piano has been recognized as one of the fastest-growing, most innovative technology companies in the world by the World Economic Forum, Red Herring, Inc., and Deloitte. For more information, visit piano.io.
Purpose
At Piano, signing a contract is the start of a client relationship, and most of the value it creates over time depends on what happens after signature. The Senior Key Account Manager owns the commercial side of that relationship for a portfolio of key accounts: understanding each client's business, maximizing the value they get from Piano's solutions and turning that value into retention and revenue growth. The role works as one team with Client Success, holding the contract and the negotiation while Client Success holds adoption and outcomes. At the Senior level it carries the authority to negotiate and close renewals, up-sell and expansion directly, which makes it the person who converts account knowledge into retained and expanded revenue.
Scope
The role covers a defined portfolio of key accounts and acts as the lead point of contact for each of them, from day-to-day commercial questions to steering committee representation. It spans the commercial lifecycle of those accounts: relationship development, opportunity identification, negotiation, renewal and expansion. Adoption, training, health tracking and service escalation sit with the Client Success Manager, while technical questions and bug fixes go first to Support, Technical Consultants and Solution Architects; the role brings those resources into the room rather than advising on the platform itself. Across Piano it works most closely with Client Success, Support, Sales Engineers on expansion deals that need technical input, and Product, to which it feeds client insight.
Key Responsibilities
- Own the commercial relationship for a portfolio of key accounts as their lead point of contact, building deep knowledge of each client's business and aligning their needs with Piano's own goals.
- Detect, negotiate and close renewals, up-sell and expansion opportunities across the portfolio, and lead cross-sell efforts with the wider Piano team.
- Represent Piano in client meetings and steering committees, presenting company updates and feature releases and shaping how each client can make the best use of Piano's solutions.
- Monitor account performance on the platform with the Client Success Manager to spot expansion opportunities and early risk, and bring in Support, Technical Consultants or Solution Architects when a need is technical.
- Manage high-impact commercial requests and escalations to completion, keep the CS CRM accurate for company visibility and proactive account management, and report account progress internally, including product development opportunities.
Skills
Required
- Proven key account management experience in B2B SaaS, digital media or adtech, with a track record of retaining and growing a book of business through renewals, up-sell and cross-sell.
- Strong commercial negotiation skills and the confidence to close renewal and expansion deals directly with senior client stakeholders.
- Consultative communication and presentation skills in fluent English, with the presence to influence key client stakeholders and present to steering committees.
- Analytical thinking applied to client data, reading usage and performance trends to find opportunities and risks, combined with disciplined prioritization across a multi-account portfolio.
Preferred
- Working knowledge of one or more of analytics, identity management, marketing science, campaign performance reporting, DMP/data solutions, ad operations or subscription businesses, ideally gained in adtech, martech, SaaS or programmatic media.
- Understanding of digital media monetization and the publishing industry, basic technical literacy (JavaScript, HTML) and a second language relevant to the client portfolio.
Mandatory Qualifications
Five years in key account management or a similar client-facing commercial role, ideally in B2B SaaS, adtech, martech or digital media, with ownership of a revenue-bearing client portfolio and a track record of closing renewals and expansions. Demonstrated results matter more than formal credentials.
Applicants for this position should have the authorization to work in this jurisdiction without sponsorship from the Company.