Customer Success

Ontop Group; United States; Remote; USD 70,000 - 110,000; Full time

Benefits offered by this job

Fully remote culture

Work from anywhere

Unlimited PTO

Quarterly recognition programs

Exposure to AI tools

Job summary

Ontop Group is seeking an experienced Account Manager to own a portfolio of strategic accounts in a fully remote role. You will retain clients, drive expansions, and act as the primary commercial contact across levels from end-users to executives.

You will proactively identify growth opportunities, manage multi-threaded relationships, and collaborate with Sales, Success, Product, Marketing, and Finance to deliver exceptional outcomes. Remote work enables global collaboration and flexibility.

Qualifications

• 2+ years of experience in Account Management, Customer Success, Sales, or another client-facing commercial role.
• Proven ability to identify and close expansion opportunities in an existing book of business.
• Experience managing multiple strategic accounts and prioritizing competing needs.
• Strong commercial mindset with proactive opportunity identification.
• Ability to build trusted relationships from day-to-day users to executives.
• Excellent written and verbal communication, comfortable engaging senior decision-makers.
• Data-driven approach to account health and revenue opportunities.
• Experience collaborating cross-functionally with Customer Success, Product, Marketing, Operations, or Finance.
• Strong CRM discipline and experience managing pipelines, forecasts, and account documentation.
• Experience in SaaS, Fintech, HR Tech, Payroll, EOR, or Global Workforce solutions is a strong plus.

Responsibilities

• Own and nurture a portfolio of strategic accounts, driving retention and expansion.
• Act as trusted advisor and primary commercial contact for clients across organizational levels.
• Develop multi-threaded relationships to strengthen engagement and reduce risk.
• Identify growth opportunities by understanding client goals and platform adoption.
• Build, manage, and close an expansion pipeline from discovery to execution.
• Monitor account health signals and take proactive actions to prevent risks.
• Create and execute account plans driving renewals, adoption, and revenue growth.
• Collaborate with Customer Success, Operations, Support, Product, and Finance to deliver exceptional client experience.
• Own escalations with urgency and accountability and ensure clear next steps.
• Maintain accurate CRM records, pipeline visibility, and account documentation.

Skills

Account Management

Customer Success

Sales

Relationship Building

Communication

Cross-functional Collaboration

Data-Driven

Negotiation

Tools

CRM systems

Job description

• Own a portfolio of strategic accounts and drive both retention and expansion opportunities across your book of business.
• Act as the trusted advisor and primary commercial point of contact for your clients, building strong relationships from operational teams to executive stakeholders.
• Develop multi-threaded relationships within each account to strengthen engagement, reduce risk, and increase long-term partnership value.
• Proactively identify growth opportunities by understanding client goals, workforce trends, platform adoption, and evolving business needs.
• Build, manage, and close a healthy expansion pipeline, leading opportunities from discovery through execution.
• Monitor account health signals, including engagement, product usage, support trends, and client feedback, taking action before risks become issues.
• Create and execute account plans that drive renewals, stakeholder engagement, adoption, and revenue growth.
• Partner closely with Customer Success, Operations, Support, Product, and Finance teams to deliver an exceptional client experience while maintaining commercial ownership of the account.
• Own escalations with urgency and accountability, ensuring every client request has clear ownership, next steps, and follow-up.
• Maintain accurate CRM records, pipeline visibility, and account documentation as part of daily operational excellence.

What we’re looking for

• +2 years of experience in Account Management, Customer Success, Sales, or another client-facing commercial role.
• Proven ability to identify, manage, and close expansion opportunities within an existing book of business.
• Experience managing multiple strategic accounts simultaneously while effectively prioritizing competing needs.
• Strong commercial mindset with the ability to proactively identify opportunities and drive outcomes.
• Demonstrated ability to build trusted relationships across multiple stakeholder levels, from day-to-day users to executive leaders.
• Excellent written and verbal communication skills, with confidence engaging senior decision-makers.
• Data-driven approach to managing account health, client engagement, and revenue opportunities.
• Experience collaborating cross-functionally with teams such as Customer Success, Product, Marketing, Operations, or Finance.
• Strong CRM discipline and experience managing pipelines, forecasts, and account documentation.
• Experience in SaaS, Fintech, HR Tech, Payroll, EOR, or Global Workforce solutions is a strong plus.

What we offer

• Fully remote culture
• Work from anywhere in the world.
• Competitive compensation
• Aligned with your experience, cost of living and market.
• Global payment flexibility
• We support payouts in multiple currencies so you can get paid wherever you are.
• Access to coworking spaces worldwide
• Connect, collaborate, or work in inspiring environments anytime.
• Freedom & Results culture
• Autonomy, ownership, trust, and clear outcomes.
• Unlimited PTO
• With a mandatory minimum to help you truly disconnect.
• Quarterly recognition programs
• Including our Workation for Pinnacle Award winners.
• Exposure to cutting-edge AI tools.
• Work-life flexibility
• With async collaboration and a global distributed team.