Account Manager
Own onboarding, adoption, retention, and renewals for a portfolio of SMB customers. The role requires 2–3 years of relevant customer-facing experience, strong organization, cross-functional collaboration, and comfort with SaaS workflows and integrations.
About the job
Responsibilities
- Own the full post-sale lifecycle for a portfolio of SMB customers, from onboarding through renewal.
- Lead structured onboarding during the first 60 days, including setup, launch, adoption, integrations, and workflow configuration.
- Drive user activation, product usage, value realization, and customer retention.
- Monitor engagement signals, health scores, utilization, sentiment, and workflow completion.
- Conduct customer check-ins, health reviews, value recap meetings, and renewal preparation.
- Identify churn risks and execute retention actions such as retraining, sentiment resets, and workflow redesign.
- Own gross ARR retention, renewal forecasting, renewal negotiations, and timely approvals.
- Confirm contract terms, seat counts, pricing, and renewal documentation.
- Maintain accurate customer configurations, risks, milestones, notes, tasks, and renewal data.
- Collaborate with Sales, Product, RevOps, Support, and Engineering on handoffs, feedback, escalations, reporting, and process improvements.
- Improve onboarding, retention, health-scoring, renewal, and automation playbooks.
- Travel approximately four times per year for customer visits or conferences.
Requirements
- 2–3 years of experience in Sales Development, Business Development, Account Management, Customer Success, or Onboarding.
- Strong communication skills and confidence leading customer-facing calls.
- Ability to collaborate across Sales, Product, Engineering, Support, and RevOps.
- Technical curiosity and willingness to learn product workflows and integrations.
- Strong organization, operational discipline, and attention to detail.
- Ability to manage multiple accounts simultaneously and maintain customer momentum.
Nice-to-haves
- Experience in wealth technology, fintech, or regulated SaaS.
- Proven success improving time-to-value and renewal outcomes.
- Onboarding or implementation experience involving integrations and configuration.
- Familiarity with Salesforce and SalesLoft.
- Experience with health scoring, renewal processes, and churn-prevention frameworks.
Compensation
- Base salary: $60,000–$70,000 per year.
- $30,000 variable compensation tied to churn budget attainment.
- Uncapped 2% flat commission on upsell.
- Total compensation may exceed $100,000.
- Equity offered.
- Hybrid schedule: work from the Denver office at least 3 days per week; 4 days per week during the first 60 days for onboarding and training.
Skills
Account Management, Customer Success, Customer Onboarding, Customer Retention, Renewal Management, Churn Prevention, Salesforce, Salesloft, Health Scoring, Revops, SaaS, Integrations
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