Mid-Market Account Manager

The Role

Our Mid-Market Account Managers are trusted partners to growing organizations, responsible for driving retention, expansion, and long-term value across an existing book of business (51–2,499 employees). You'll partner with Technical Solutions Consultants to support customer success, uncover growth opportunities, and ensure customers continue to get increasing value from Cypress over time.

This role blends relationship management with commercial ownership. You'll manage renewals, identify expansion opportunities – new teams, additional products, scaled usage – and help customers evolve their testing strategy as their organizations grow.

 

Who You Are

• You build relationships first and earn the right to sell second. You open calls with genuine warmth, remember what’s happening in your customers’ worlds, and create rapport before business. Over time, that consistency compounds into real trust.
• You stay connected all year, not just at renewal. Your customers hear from you quarterly, not annually. You proactively share usage insights, product updates, and value-driven recommendations—so when renewal conversations happen, they feel like a natural continuation of the relationship, not a re-sale.
• You can speak technical without hiding behind jargon. You understand the product deeply enough to explain it simply, tying the Cypress Platform to real customer outcomes rather than buzzwords.
• You ask before prescribing. You lead with curiosity in customer conversations, uncovering new use cases by listening first instead of pitching.
• You show up as a consultant, not a vendor. You explain why features matter, not just what they do. You’re transparent about limitations and bring in technical partners intentionally—to deepen credibility, not to cover gaps.
• You balance professionalism with approachability. You adapt your tone to the customer and the moment, comfortable being casual when the relationship allows and polished when the situation calls for it.

How You'll Make an Impact

Account Ownership

• Build strong, trusted relationships with key stakeholders across assigned mid-market accounts
• Establish regular touchpoints that keep you connected throughout the year – not just at renewal
• Maintain clear account plans focused on adoption, expansion, and account health

Renewals & Retention

• Manage renewals end-to-end, partnering with customers to ensure continued value
• Start renewal conversations early, leading with value delivered – not contract terms
• Bring usage data and adoption insights to every renewal conversation

Expansion & Growth

• Identify and pursue expansion opportunities through cross-sell, upsell, and new team adoption
• Partner with Technical Solutions Consultants to demonstrate value for add-on products
• Help customers evolve their testing strategy as their organizations grow

Product Knowledge & Value Storytelling

• Develop solid understanding of the Cypress platform to align solutions to customer goals
• Deliver clear, engaging product demonstrations that connect capabilities to real outcomes
• Translate technical features into business value without relying on jargon

Discovery & Deal Execution

• Learn each customer's business, challenges, and priorities to t