Account Manager

RevPilots; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Full Benefits

Equity

Job summary

A growing enterprise SaaS company is seeking an experienced Customer Success Manager / Account Manager to drive success for top-tier enterprise accounts. This remote role requires 5+ years of B2B SaaS experience, strong analytical skills, and the ability to build relationships with executive stakeholders. Key responsibilities include managing adoption processes, developing strategic account plans, and maintaining high net dollar retention rates. Full benefits and equity are included in the compensation package.

Qualifications

• 5+ years of B2B SaaS Customer Success experience.
• Strong technical aptitude; experience with APIs preferred.
• Proven track record in maintaining high net dollar retention.

Responsibilities

• Drive success for top-tier enterprise accounts.
• Manage implementation and adoption processes.
• Build and maintain relationships with key decision-makers.
• Develop comprehensive account strategies.
• Lead renewal and expansion discussions.

Skills

Customer Success Management

Relationship Building

Strategic Thinking

Analytical Skills

Presentation Skills

Problem Solving

Tools

Salesforce

API Products

Job description

Customer Success Manager / Account Manager - Enterprise SaaS

Remote

The Role

Our client, a growing enterprise SaaS company, is seeking an experienced Account Manager / Customer Success Manager to drive success for their top-tier enterprise accounts ($50K-$500K). This role is critical in maintaining and growing our client's most strategic relationships, with Net Dollar Retention (NDR) as a key performance indicator as well as growing current accounts.

Primary Responsibilities

• Drive customer success through a structured enterprise playbook, including regular strategic reviews, short and long-term planning sessions, and proactive opportunity identification while maintaining deep account knowledge
• Manage implementation and adoption processes, ensuring smooth onboarding and continued product success across technical and executive stakeholders
• Build and maintain relationships with key decision-makers, including Heads of Product Management, Engineering Leaders, and C-level executives
• Develop comprehensive account strategies, including detailed documentation of account status, blockers, and growth opportunities in Salesforce
• Lead renewal and expansion discussions, identifying upsell opportunities and ensuring customers can scale effectively with the product
• Collaborate cross-functionally with Support, Product, Sales, Marketing, and Finance teams to drive customer outcomes
• Working with existing customers to go deeper in to their organization and map out new opportunities

Who You Are

• A strategic thinker who excels at asking penetrating questions and uncovering underlying challenges - you're known for your ability to "go deep" in understanding customer needs
• An expert at conducting thorough account reviews, including detailed analysis of current usage, challenges, and opportunities
• Skilled at building relationships at both technical and executive levels, with the ability to navigate complex organizational structures
• A methodical problem-solver who can create and execute account plans while maintaining detailed documentation
• Someone who thrives in environments where you need to find creative solutions and uncover hidden opportunities
• Expert at gathering comprehensive information through strategic questioning and relationship building

Required Qualifications

• 5+ years of B2B SaaS Customer Success experience, preferably with enterprise accounts
• Strong technical aptitude; experience with API products strongly preferred
• Demonstrated track record of maintaining high net dollar retention rates
• Demonstrated track record of growing accounts
• Experience managing relationships with both technical and executive stakeholders
• Exceptional analytical and strategic planning skills
• Strong presentation and communication skillsAbility to travel to customer sites as needed

What Success Looks Like

• Maintaining the impressive net dollar retention across portfolio
• Building and executing strategic account plans for top 10 enterprise customers
• Consistently identifying and closing expansion opportunities
• Maintaining high customer satisfaction while negotiating successful renewals
• Creating detailed account documentation and analysis
• Developing strong relationships across customer organizations
• Growing and expanding accounts is critical

This role requires someone who can demonstrate:

• Experience conducting thorough customer discovery sessions
• Ability to ask challenging questions professionally and effectively
• Track record of gathering and documenting comprehensive account information
• Skills in managing and growing enterprise relationships
• History of successful customer reference programs
• Proven ability to understand and communicate technical concepts

Compensation

• Full Benefits
• Equity

Location

Remote, NYC preferred

If you're passionate about customer success, have a track record of growing enterprise relationships, and excel at detailed discovery and relationship building, we want to hear from you.