Account Manager - Sales

Caselle; Utah; Hybrid; USD 70,000 - 110,000; Full time

Job summary

Caselle is seeking an Account Manager to own a book of approximately 200 local-government customers and serve as the primary contact for retention and growth. You will drive revenue through proactive engagement, upsell, cross-sell, and disciplined price increases while aligning with support and implementation teams.

The role blends customer care with expansion selling, requiring quarterly business reviews, strong CRM discipline, and collaboration with city clerks, treasurers, and finance

Qualifications

• Three+ years in account management, customer success, or expansion sales in B2B SaaS or vertical software.
• Demonstrated track record of hitting revenue or retention targets.
• Comfort with direct commercial conversations including price increases without harming relationships.
• Strong CRM discipline and organization across a large book of accounts.
• Customer empathy and proactive, self-directed work in a remote setting.
• Ability to tailor communication for diverse municipal roles.

Responsibilities

• Own your book of ~200 accounts and serve as the primary contact across the full relationship.
• Conduct quarterly touchpoints with customers and lead quarterly or semi-annual business reviews.
• Drive upsell and cross-sell across Caselle and Govineer product lines to hit expansion quotas.
• Deliver and justify price increases while protecting base revenue.
• Work with city clerks, treasurers, finance directors, and city managers to align priorities.
• Negotiate and close contracts that maximize recurring revenue and maintain relationships.
• Maintain accurate account records and pipeline in HubSpot.

Skills

Account management

Remote work

CRM experience

Negotiation

Communication

Tools

HubSpot

Job description

Job Description

Job Description

Account Manager Location: Remote (Hybrid Optional) | Travel Required (~10-20%)

About Caselle

At Caselle, we build software that helps communities thrive. For more than 40 years we have delivered ERP and payments solutions built specifically for small and mid-sized local governments - payroll, utility billing, accounting, and citizen payments. Today nearly 1,500 cities, towns, counties, and districts run their daily operations on Caselle, serving over 20 million residents.

We keep the vast majority of our customers year after year, and we are not content with that. As part of Govineer - a family of govtech brands serving more than 2,300 local government entities across 43 states - we are investing in the people and processes that keep those customers successful for the long haul. This role is central to that investment.

The Role

The Account Manager owns a book of roughly 200 Caselle local-government customers and is the named relationship for every account in it - the person they call, the person who knows their setup, and the person responsible for both keeping them and growing them.

The role is split roughly evenly between customer care and expansion selling. You protect retention through proactive engagement, and you grow revenue through upsell, cross-sell, and disciplined price increases. It is a dual mandate: both halves are measured, and both halves are compensated.

You will not be doing implementation or day-to-day troubleshooting - we have strong support and implementation teams for that. Your job is the relationship and the revenue.

What You'll Do

• Own your book. Serve as the primary point of contact for approximately 200 accounts across the full relationship.
• Touch every account, every quarter. Reach every customer in your book each quarter, rotating to a new contact, so customers hear from you before they need to call.
• Lead QBRs. Conduct quarterly business reviews with your top-tier accounts - Tier 1 quarterly, Tier 2 semi-annual.
• Grow the book. Drive upsell and cross-sell across the Caselle and Govineer product line - cloud hosting, online payments (Community Connect), modular add-ons, and services - to hit an expansion quota.
• Deliver price increases. Carry discount reductions and rate increases to customers with clear, customer-ready justification.
• Protect the base. Identify at-risk accounts early using the book health score and lead the save well before a renewal is in question.
• Partner across the org chart. Work with city clerks, treasurers, finance directors, and city managers to align on their evolving needs and priorities.
• Negotiate and close. Own contracts and agreements that maximize recurring revenue.
• Advocate and elevate. Triage customer issues, elevate cleanly to support, and follow through to resolution.
• Show up in person. Attend regional conferences and user forums, and complete approximately six onsite customer visits per year.
• Keep the system clean. Maintain accurate account records, contact lists, activity, and pipeline in HubSpot.

What You Bring

Required

• Three or more years in account management, customer success, or expansion sales - ideally B2B SaaS or vertical software
• A track record of carrying and hitting a revenue or retention number
• Comfort having direct commercial conversations, including price increases, without damaging the relationship
• Strong organization across a large book, with genuine CRM discipline
• Customer empathy - you treat retention as a relationship, not a renewal date
• Proactive and self-directed, with a track record of working effectively remotely
• Strong communication skills, and the judgment to tailor your approach across very different municipal roles

Preferred

• Five or more years in govtech, public sector, ERP, or payments
• Working knowledge of how local government actually operates - budget cycles, councils, procurement, and the pressures your customers are under
• Genuine interest in supporting small-town America and helping communities modernize

How You're Measured

Your scorecard reflects both halves of the role: expansion bookings to quota, gross and net revenue retention on your book, book health score, price-increase capture, logo retention, and quarterly touch completion.

Pay runs on three quarterly levers - a growth commission on cloud, add-ons, and services; a price-increase commission; and a ret