Account Manager (SaaS Customer Success)

Employment Type: Full-time, Independent Contractor
Work Model: Remote
Work Hours: US business hours alignment
Portfolio Scale: Approximately 80–100 customer accounts

Role Summary

We are seeking a highly consultative, commercially minded Account Manager to own an active portfolio of customer accounts from initial onboarding through long-term retention, adoption, and revenue expansion. This is a vital, client-facing position built for a relationship-driven professional who can command an executive presence when speaking directly with business owners and operators.

In this position, you will guide customers through their implementation lifecycles, configure custom workflows, monitor account health indicators, and actively uncover account growth opportunities. The ideal candidate has a proven track record within SaaS Customer Success or Account Management ecosystems and can operate with high autonomy and minimal ramp-up time.

Key Responsibilities

1. Customer Onboarding & Technical Implementation

Onboarding Architecture: Lead customer onboarding and implementation workflows, conducting structural platform training sessions via Zoom.
Workflow Configuration: Partner with clients to map out, configure, and launch custom platform workflows, automation sequences, and core software settings.
Time-to-Value Acceleration: Act as the primary point of contact during the implementation phase to ensure customers hit successful launch milestones within established timelines.

2. Portfolio Governance & Relationship Management

Trusted Advisor Placement: Manage an active portfolio of 80–100 SMB and mid-market accounts, establishing trusted, long-term advisor relationships with key stakeholders.
Success Reviews: Conduct recurring business reviews and milestone meetings to continuously drive platform adoption, engagement, and product stickiness.
Churn Mitigation: Systematically monitor account health scores, identify early contraction risks, and proactively deploy retention initiatives.

3. Account Growth, Renewals & Expansion

Revenue Expansion: Uncover operational inefficiencies within customer workflows to position up-sells, cross-sells, and account expansion features.
Commercial Alignment: Manage renewal conversations, contribute directly to net revenue retention (NRR) goals, and collaborate with the Sales team on large-scale expansion opportunities.
Advocacy Generation: Incentivize high-performing accounts to generate customer referrals, case studies, and brand advocacy opportunities.

4. Cross-Functional Syncing

Handoff Optimization: Coordinate closely with the Sales team to ensure clean, frictionless client transitions post-sale.
Technical Escalations: Partner with internal Engineering and Support networks to resolve customer technical bottlenecks, while advocating for product feature requests internally.

Required Skills & Qualifications

Experience: 3+ years of progressive experience inside a SaaS Customer Success, Account Management, or software relationship management environment.
Portfolio Competency: Proven track record of independently managing a high-volume portfolio of corporate B2B accounts simultaneously.
Onboarding Background: Hands-on experience building out technical onboarding paths, API integrations, or software setup configurations.
Communication Mastery: Outstanding verbal and written English communication skills, with high confidence leading presentations for business operators.
Availability: Absolute comfort working a dedicated shift aligned fully with US Business Hours in a remote setting.

Preferred Qualifications

Functional background supporting clients within CRM, marketing technology, or business software platforms.
Specialized experience supporting businesses inside the health and wellness, fitness, or consumer-facing industries.
Direct remote work experience supporting North American business demographics.

Success Metrics (KPIs)

Onboarding Velocity: Ensuring new clients complete onboarding successfully and on schedule.
Net Revenue Retention: Meeting or exceeding baseline NRR goals through strict churn reduction and successful expansion conversions.
Health Scoring: Demonstrable improvement in customer health scores and feature adoption rates across your assigned portfolio.

Growth Opportunity

This role offers the opportunity to join a scaling SaaS organization at a pivotal stage of international expansion. As our Customer Success infrastructure continues to grow, clear opportunities will exist to take on additional leadership responsibilities, influence customer success frameworks, and contribute directly to our long-term commercial growth strategy.

Account Manager - 60986829125