The Lifecycle Account Manager (LAM) is a strategic, revenue-aligned post-sales role sitting within the Lifecycle Revenue Organization. Partnering closely with Account Executives (AEs) and Sales Engineers (SEs), the LAM owns telemetry-driven account oversight, business value realization, and capacity activation across a dedicated portfolio of customer accounts.
This is a commercially accountable role: success is measured not by satisfaction scores alone, but by hard consumption and revenue outcomes - utilization, retention, and expansion.
Core Objectives
Drive Capacity & Adoption- Eliminate idle or "dark" capacity by driving use-case adoption and workload expansion.
Protect Retention (GRR)- Deliver measurable Business Value Outcomes (BVOs) that secure renewals and protect Gross Revenue Retention.
Expand Revenue (NRR)- Accelerate Net Revenue Retention by transitioning customers onto continuous platform subscription models (e.g., Evergreen//One, EDC, Portworx).
Key Responsibilities
Proactive Oversight- Analyze Pure1 telemetry to identify accounts with stagnant capacity utilization.
Early Risk Triage- Lead intervention for target account cohorts from T-180 through T-12 to preemptively mitigate churn and down-sell risk.
Account Intelligence- Synthesize input across CS, PS, AE, and SE teams to assess stakeholder sentiment, account history, and overall engagement health.
Value Mapping- Facilitate post-sale Business Value Outcome (BVO) workshops to align client goals with unallocated capacity.
Impact Tracking- Establish baseline metrics (B) and run regular check-ins to demonstrate performance, efficiency, and ROI against original sales promises.
Strategic Roadmapping- Partner with account teams to deliver EDC Blueprint workshops and actionable adoption roadmaps.
Activation Playbooks- Execute structured Capacity Activation playbooks to guide clients in migrating secondary workloads into idle headroom.
Professional Services Alignment- Collaborate with Advanced Services to scope and position projects that ensure seamless migration.
Pipeline Generation- Leverage hardware utilization insights to surface expansion opportunities and deliver qualified leads to AEs.
Subscription Migration- Partner with AEs to convert CapEx hardware refresh cycles into predictable subscription ARR.
Strategic Collaboration- Work in lockstep with AEs (commercial lead) and SEs (technical lead), while maintaining clear operational boundaries with CS (satisfaction) and Product teams.
Required Experience & Qualifications
Professional Experience: 5-8+ years in Customer Success Management, Value Engineering, Technical Account Management, or Commercial Account Management within enterprise SaaS, IT infrastructure, or cloud environments.
Scale: Track record leading demanding accounts with $10M+ revenue, building relationships from C-level executives down to directors, managers, and practitioners.
Domain Knowledge: Strong grasp of cloud-consumption economics (ARR, NRR, GRR, CapEx-to-OpEx transitions), with familiarity in enterprise storage, data management, or infrastructure technologies.
Commercial & Strategic Acumen: Proven ability to identify expansion opportunities, defend renewals, and drive value-realization motions.
Data-Driven & Analytical: Comfortable using product telemetry, analytics tools, and CRM systems to spot risk and uncover expansion signals.
Communication & Facilitation: Executive presence, with demonstrated ability to lead customer workshops, present value reports to C-level stakeholders, and manage cross-functional sales/SE teams.
Core Capabilities & Competencies
Value Realization Expertise- Translates complex technical metrics into quantifiable business value outcomes for customer executives.