Account Manager

Kula Example; San Francisco (CA); On-site; USD 100,000 - 140,000; Full time

Job summary

Showcase is seeking an experienced Account Manager to own post-sale relationships with mid-market customers in a fast-growing B2B SaaS environment. You will drive renewals, identify upsell opportunities, and collaborate with sales, success, and product teams to deliver customers’ outcomes.

You will cultivate long-term partnerships, leverage data to inform strategic plans, and ensure high customer satisfaction through proactive engagement and clear communication.

Qualifications

• 3+ years in account management or customer success in B2B SaaS.
• Proven ability to build and maintain strong customer relationships.
• Strong negotiation skills and renewal/expansion forecasting experience.
• Experience with CRM software and tools is a plus.

Responsibilities

• Manage a portfolio of mid-market accounts to drive net revenue retention and growth.
• Conduct quarterly business reviews to understand evolving needs and identify growth opportunities.
• Collaborate with customer success and product teams to ensure seamless delivery and satisfaction.
• Identify upsell and expansion opportunities within existing accounts.
• Develop and maintain strong relationships with customers and ensure timely issue resolution.
• Utilize data and analytics to inform strategic account planning and drive outcomes.
• Stay informed on industry trends to keep customers ahead of the curve.

Skills

Relationship building

Salesforce

CRM software

Negotiation

Data analysis

Presentation skills

Cross-functional collaboration

B2B SaaS

Tools

Salesforce

Job description

About: As an Account Manager at Showcase, you will be responsible for owning and driving the post-sale customer relationships, fostering a deep understanding of our customers’ evolving needs, and leveraging this insight to drive renewals, identify upsell and expansion opportunities, and ensure customer satisfaction.

We are seeking an experienced Account Manager with a strong background in account management or customer success in B2B SaaS who can build and maintain strong, long-lasting relationships with mid-market accounts, driving net revenue retention and revenue growth through strategic account planning and execution.

Requirements: At least 3+ years of experience in account management or customer success in B2B SaaS, with a proven track record of building and maintaining strong customer relationships. Strong relationship building and negotiation skills are essential, as is experience with renewal forecasting and expansion revenue. Proficiency in Salesforce is required, and experience with CRM software and tools is a plus.

Responsibilities: As an Account Manager at Showcase, you will be responsible for managing a portfolio of mid-market accounts, driving net revenue retention, and collaborating with cross-functional teams to ensure customer satisfaction. Key responsibilities include:

• Managing a portfolio of mid-market accounts to drive net revenue retention and revenue growth through strategic account planning and execution.

• Conducting quarterly business reviews with customers to understand their evolving needs, identify growth opportunities, and develop tailored solutions to meet their requirements.

• Collaborating with customer success and product teams to ensure seamless delivery of our solutions, address customer concerns, and drive customer satisfaction.

• Identifying and pursuing upsell and expansion opportunities within existing accounts, leveraging industry insights and market trends to drive revenue growth.

• Developing and maintaining strong relationships with customers, building trust and credibility through regular communication, and ensuring timely issue resolution.

• Utilizing data and analytics to inform strategic account planning and execution, driving business outcomes and revenue growth through data-driven decision making.

• Staying up-to-date on industry trends, market developments, and competitor activity to ensure our customers remain ahead of the curve and our solutions continue to meet their evolving needs.

• Developing and maintaining a deep understanding of our customers’ businesses, including their goals, challenges, and pain points, to inform tailored solution development and delivery.

• Collaborating with internal stakeholders, including sales, customer success, and product teams, to ensure seamless execution of customer-facing initiatives and projects.

• Identifying and mitigating risk through proactive issue resolution, complaint management, and issue escalation as needed.

• Developing and delivering presentations, reports, and other materials to stakeholders to communicate customer insights, growth opportunities, and business outcomes.

• Participating in training and development programs to enhance skills and stay up-to-date on industry best practices and trends.

Skills: The successful Account Manager will possess a unique blend of business acumen, technical expertise, and interpersonal skills, including:

• Excellent relationship building and negotiation skills, with the ability to build trust and credibility with customers.

• Strong understanding of B2B SaaS sales and customer success, with experience in account management or customer success.

• Proven ability to drive net revenue retention and revenue growth through strategic account planning and execution.

• Proficiency in Salesforce and CRM software, with experience in data analysis and reporting.

• Strong communication, presentation, and interpersonal skills, with the ability to develop and deliver effective presentations and reports.

• Strong analytical and problem-solving skills, with the ability to interpret data and drive informed decision making.

• Ability to work in a fast-paced environment, with multiple priorities and deadlines, and to adapt to changing circumstances and customer needs.

• Strong collaboration and teamwork skills, with the ability to work effectively with cross-functional teams to achieve business outcomes.