Account Manager, SMB

Canopy; Draper (UT); Hybrid; USD 52,000 - 80,000; Full time

Benefits offered by this job

Flexible Paid Time Off

Health Benefits

401(k) matching

Mental Health support

Paid parental leave

Company events

Job summary

Canopy, a fast-growing SaaS company in Draper, Utah, is hiring an Account Manager to ensure self-serve customers succeed and to help retain and grow accounts. You will support customers with subscription questions and proactively engage those considering downgrades or cancellations, educating them on Canopy’s platform and value.

You will collaborate with Account Management, Support, Finance, and Sales to resolve issues and drive Net Revenue Retention and expansion.

Qualifications

• 1+ year of experience in customer success, customer support, or account management in a tech or SaaS environment.
• Strong written and verbal communication skills with the ability to navigate complex customer conversations.
• A consultative mindset focused on understanding customer needs and delivering solutions.
• Strong problem-solving and critical thinking skills.

Responsibilities

• Deliver timely, personalized support to customers by leading customer calls, coordinating meetings, and providing follow-up via email as needed.
• Proactively identify upsell and expansion opportunities within existing accounts.
• Manage conversations with customers considering downgrades or cancellations to retain accounts.
• Identify root causes of customer concerns and partner to resolve issues impacting the experience.
• Educate customers on Canopy’s features, resources, and best practices.
• Develop understanding of Canopy’s subscription model, pricing, and product capabilities.
• Partner with Account Managers and Sales to increase product adoption and preserve revenue.
• Track retention opportunities and outcomes to support improvements in NRR.
• Maintain a positive, patient attitude in challenging conversations.
• Collaborate with Finance, Support, and Product to resolve billing or account issues.
• Share insights to improve the customer experience and retention playbooks.

Skills

Customer success

Communication

Problem-solving

Consultative selling

Time management

Tools

CRM platforms

Support ticketing systems

Job description

Account Manager, SMB

Canopy, Draper, UT

About Us

Canopy is a fast-growing SaaS company in Draper, Utah building simple, powerful software for accounting firms. We're on a mission to help accountants build an autonomous firm — giving them back the time and tools they need to focus on what matters most: their clients.

We believe the accounting industry deserves world-class software, and we're building exactly that. Our Practice Management Suite is purpose-built for firms that want to work smarter, grow faster, and deliver more value to the people they serve. We place a strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way.

The Opportunity

We are hiring an Account Manager to help ensure our self-serve customers are successful with Canopy while also playing a key role in retaining and growing accounts.

In this role, you will support customers with subscription-related questions and proactively engage with customers who are considering downgrading or canceling their subscriptions. You will work to understand the root cause of customer concerns, educate customers on the value of Canopy’s platform, and identify solutions that help customers continue to succeed with our product.

The Account Manager will collaborate closely with Account Management, Support, Finance, and Sales to resolve issues, improve customer outcomes, and help drive Net Revenue Retention (NRR) and Expansion across the customer base.

This role requires strong communication skills, a problem-solving mindset, and the ability to navigate complex customer conversations with empathy and professionalism.

This is a hybrid position in South Jordan, Utah (M, W, F in-office).

What You’ll Do

• Deliver timely, personalized support to customers by leading customer calls, coordinating meetings, and providing follow-up via email as needed.
• Proactively identify upsell and expansion opportunities within existing accounts, recommending solutions that align with customer goals and increase account value.
• Manage conversations with customers who are considering downgrading or canceling their subscriptions, working to retain accounts whenever possible.
• Identify the root cause of customer concerns and partner internally to resolve issues impacting the customer experience.
• Educate customers on Canopy’s features, resources, and best practices to help them get the most value from the platform.
• Develop a deep understanding of Canopy’s subscription model, pricing structure, and product capabilities.
• Partner with Account Managers and our Sales Team to identify opportunities to increase product adoption, preserve revenue, or adjust usage strategies.
• Track retention opportunities and outcomes to support improvements in Net Revenue Retention (NRR).
• Maintain a positive, patient, and professional attitude when navigating challenging customer conversations.
• Collaborate with internal teams such as Finance, Support, and Product to resolve billing or account-level issues.
• Identify common customer challenges and share insights with internal teams to improve the overall customer experience.
• Help improve internal processes and playbooks for handling retention conversations and customer objections.

What We’re Looking For

• 1+ year of experience in customer success, customer support, or account management in a tech or SaaS environment.
• Strong written and verbal communication skills with the ability to navigate complex customer conversations.
• A consultative mindset focused on understanding customer needs and delivering solutions.
• Strong problem-solving and critical thinking skills.
• Ability to handle challenging situations with empathy and professionalism.
• Ability to quickly learn software tools and confidently guide customers through solutions.
• Strong organizational skills and ability to manage multiple customer conversations simultaneously.
• A self-starter who takes ownership of customer outcomes and continuously looks for ways to improve the experience.

Bonus Points If You Have

• Experience working in customer retention or churn prevention.
• Experience supporting SaaS subscription products.
• Experience with support ticketing systems or CRM platforms.
• Experience in the accounting or tax software space.

We know many women do not apply for a job if they don't perfectly fit the description. We want you to apply anyway.

Why You Want to Work Here

Flexible Paid Time Off - you’re actually encouraged to use, plus 10 company holidays!

Health Benefits - including Medical, Dental, and Vision and an HSA Match.

401(k) - we match 100% up to 3% of your contribution. Eligibility is immediate with 100% vesting.

Mental Health - all employees have access to Impact Suite & to our Employee Assistance Program (EAP).

Paid New Parent Leave & Birthing Parent Leave - so you’re able to care for your little ones.

Supplemental Benefits - including 100% company paid Basic Life & AD&D insurance and long & short-term disability coverage.

Nectar - our peer-to-peer recognition program to help our employees recognize the amazing work being done by other Canopians!

Company Events - including monthly company-wide meetings, summer parties, and more.

ERG Committees - to plan initiatives around continuing education, community outreach, recruiting, onboarding, and more.

Fully-stocked kitchen - Keto? Vegan? Flexitarian? Mandalorian? We’ve got you covered.

Our Values

We approach our work every day with a few things in mind:

Own - We own this place! We focus on outcomes, holding ourselves & each other accountable.

Win - We win by delighting our customers with the very best products and services.

Do Good - We work hard to be good people!

Embrace Curiosity & Candor - We approach everything with curiosity & we understand that candor is kindness and give the gift of feedback.

Act Startup Fast - We know the best way to become a world-class company is to always act like a tiny startup: fast, hungry, intense, and scrappy. But especially fast.

Canopy is an equal-opportunity employer. Canopy provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, or veteran status.