Senior SMB Account Manager: Retention & Expansion

Zoca; Idaho; On-site; USD 85,000 - 130,000; Full time

Job summary

ZOCA is seeking an experienced Senior Account Manager to own a portfolio of US SMB customers, driving retention, expansion, and overall health of relationships. You will engage with business owners and key decision-makers to protect revenue and uncover growth opportunities across renewals, pricing, and product adoption.

You will own the customer lifecycle, develop strategic plans, manage churn risk, and collaborate with Product, Support, and Sales teams to deliver exceptional value and a

Qualifications

• 3-5 years of experience in Account Management, Customer Success, Client Management, or a similar customer-facing commercial role.
• Strong experience in B2B SaaS / subscription-based businesses.
• Proven experience managing and growing an existing customer portfolio.
• Strong hands-on experience in farming, retention, renewals, and expansion.
• Experience managing customers in the US market while working from India.
• Strong experience working with the SMB segment.
• Proven track record of owning retention and expansion targets.
• Strong understanding of GRR, NRR, churn, renewals, expansion revenue, and customer health.
• Experience managing a high-velocity customer portfolio with a large number of accounts.
• Strong commercial and negotiation skills.
• Excellent verbal and written communication skills, particularly with US-based customers.
• Ability to build relationships with business owners and senior decision-makers.
• Strong analytical and problem-solving skills.
• Comfortable working with customer data, metrics, forecasts, and CRM systems.
• Strong ownership mindset and ability to independently manage a portfolio.

Responsibilities

• Own a portfolio of US SMB customers and act as the primary strategic point of contact.
• Build strong, trusted relationships with business owners, operators, and key decision-makers.
• Develop a deep understanding of each customer's business, goals, challenges, and use of ZOCA.
• Proactively manage customer health and identify risks before they become churn events.
• Segment and prioritize your portfolio based on revenue, growth potential, engagement, and risk.
• Establish a consistent cadence of customer engagement appropriate to the account's size, value, and health.
• Own customer retention and renewal outcomes across your portfolio.
• Proactively identify customers showing signs of churn risk and develop structured save plans.
• Lead renewal conversations and address commercial, product, adoption, and relationship-related objections.
• Understand the underlying reason behind customer churn risk rather than simply reacting to cancellation requests.
• Execute effective retention strategies including value reinforcement, product adoption, stakeholder engagement, and commercial negotiation.
• Recover at‑risk customers and execute churn win‑backs where appropriate.
• Maintain strong visibility into upcoming renewals and potential churn.
• Identify and execute opportunities to grow existing customer revenue.
• Drive upsell, cross-sell, additional locations, higher plans, and other expansion opportunities.
• Identify expansion opportunities through customer usage, business growth, product adoption, and unmet customer needs.
• Conduct commercial conversations and negotiate expansion opportunities.
• Partner with customers to identify additional ways ZOCA can create value for their business.
• Build and maintain a healthy expansion pipeline across the portfolio.
• Consistently achieve expansion and revenue targets.
• Take ownership of overall customer satisfaction and relationship health.
• Drive improvements in CSAT and NPS across the portfolio.
• Identify recurring customer pain points and work cross-functionally to resolve them.
• Act as the voice of the customer internally.
• Partner closely with Product, Support, Sales, and Operations teams to resolve customer issues and improve the customer experience.
• Turn customer feedback into actionable insights for the broader organization.

Skills

Account management

Customer success

Negotiation

Data analysis

Tools

Salesforce

HubSpot

Gainsight

Job description

ZOCA is seeking an experienced Senior Account Manager to own a portfolio of US SMB customers, driving retention, expansion, and overall health of relationships. You will engage with business owners and key decision-makers to protect revenue and uncover growth opportunities across renewals, pricing, and product adoption.

You will own the customer lifecycle, develop strategic plans, manage churn risk, and collaborate with Product, Support, and Sales teams to deliver exceptional value and a