Account/Client Success Manager

Quavo Fraud & Disputes; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Remote work

Job summary

Quavo Fraud & Disputes is seeking an Account/Client Success Manager to own a portfolio of mid-market and enterprise clients throughout onboarding, renewal and expansion. You will build strong relationships with stakeholders, drive value, and pursue growth opportunities while collaborating with Sales, Support, Product, and Onboarding.

This is a remote, full-time role with base salary, bonus, and commission tied to retention and expansion.

Qualifications

• 3+ years in client success, account management, or a client-facing SaaS/fintech role.
• Demonstrated ability to own a client portfolio with retention & growth.
• Strong relationships with mid-level and executive stakeholders.
• Comfortable running discovery, business reviews, and end-to-end expansion.

Responsibilities

• Own a defined portfolio of mid-market and large clients; be the primary contact.
• Build trust-based relationships with key stakeholders in client organizations.
• Conduct regular cadence calls, business reviews, and strategy sessions.
• Identify expansion and upsell opportunities; manage end-to-end close.
• Monitor account health indicators and intervene before issues escalate.
• Drive net revenue retention by reducing churn and enabling long-term success.
• Develop success plans mapping client goals to Quavo capabilities.
• Report on expansion, renewal forecasts, and health metrics to leadership.
• Guide clients on configuration and best practices within the Quavo platform.
• Collaborate with Marketing to generate referrals and case studies.

Skills

Client relationship management

SaaS / fintech knowledge

Account portfolio management

Negotiation

Executive-level communication

Discovery & business reviews

Tools

Gainsight

Totango

ChurnZero

SFDC

Job description

About the role:

As an Account/Client Success Manager at Quavo, you’ll own a portfolio of mid-market and enterprise clients across the full lifecycle — from onboarding through renewal and expansion. You’ll build trusted relationships with key stakeholders, proactively uncover growth opportunities within your book of business, and ensure clients are consistently realizing measurable value from the Quavo platform. Working cross-functionally with Sales, Support, Product, and Onboarding, you’ll drive outcomes that keep clients healthy, engaged, and growing. This is a remote, full-time role with a competitive base salary, bonus, and commission tied to retention and expansion performance.

This role is not sponsorship eligible. Applicants must be legally authorized to work in the United States without employer visa sponsorship, now or in the future.

Responsibilities:

• Own a defined portfolios of mid-market and large clients, serving as the primary point of contact throughout the client lifecycle.
• Build and maintain trust-based relationships with operational managers, product owners, and key decision-makers within client organizations.
• Conduct regular cadence calls, business reviews, and strategy sessions to align on goals, surface risks, and demonstrate ongoing value.
• Identify and pursue expansion and upsell opportunities within your portfolio, owning the full expansion sales cycle from discovery through close.
• Monitor account health indicators (usage, support trends, sentiment) and proactively intervene before issues escalates.
• Drive net revenue retention by minimizing churn and positioning clients for long-term success on the Quavo platform.
• Develop success plans that map client goals to Quavo capabilities, creating clear roadmaps for product adoption and expansion.
• Track and report on expansion pipeline, renewal forecasts, and account health metrics to leadership on a regular basis.
• Develop working knowledge of the Quavo platform to guide clients on configuration, best practices, and optimal product utilization.
• Partner with the Marketing team to generate referrals and case study opportunities from satisfied clients.
• Maintain accurate client records, opportunity tracking, and health documentation in CRM tools.
• Provide account scorecards and sentiment summaries to leadership, surfacing insights and flagging accounts that need additional attention.
• Resolve or escalation client issues within defined SLAs, ensuring timely communication and follow-through.
• Contribute to internal knowledge sharing by documenting common client challenges, solution patterns, and escalation outcomes.

Required Qualifications:

• 3+ years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services environment.
• Demonstrated ability to manage a portfolio of clients with ownership of both retention and growth outcomes.
• Track record of building productive relationships with operational, mid-level and executive stakeholders at client organizations.
• Comfortable running discovery conversations, Business Reviews and owning expansion opportunities end-to-end, including negotiation and close.
• Strong written and verbal communication skills; confident presenting to groups of executive and C-level stakeholders
• Organized and self-directed; able to manage multiple clients and competing priorities without close supervision.
• Ability to travel up to 25% of the time (depending on territory)

Preferred Qualifications:

• Background in SaaS
• Prior experience in a CSM/AMrole thatcarried a formal quota or revenue target.
• Familiarity with CS platforms such as Gainsight,Totango, orChurnZero
• Experience with SFDC and related tools and comfort working with usage data to build account narratives.
• Experience with MEDDPICC, or similar enterprise qualification frameworks.