Senior SMB Revenue & Retention Manager

Zoca; Northern (KY); Hybrid; USD 90,000 - 150,000; Full time

Job summary

ZOCA is seeking a Senior Account Manager to own a portfolio of US SMB customers and drive retention, expansion, and overall commercial health. You will protect existing revenue while pursuing upsell opportunities, improve product adoption, and manage renewals in a high-velocity environment.

The role requires deep SaaS account-management experience, the ability to converse on value and pricing, and to build strong relationships with business owners and operators across the US market.

Qualifications

• 7–10 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.

Responsibilities

• Own a portfolio of US SMB customers and act as the primary strategic point of contact.
• Build trusted relationships with business owners, operators, and decision-makers.
• Develop deep understanding of each customer's goals, challenges, and use of ZOCA.
• Proactively manage customer health and identify churn risks.
• Segment and prioritize portfolio based on revenue, growth, engagement, and risk.
• Establish a cadence of customer engagement appropriate to account size and value.

Skills

Account Management

Customer Success

B2B SaaS

Retention & Expansion

Churn Management

Negotiation Skills

CRM Systems

Data-driven

Tools

Salesforce

HubSpot

Gainsight

Job description

ZOCA is seeking a Senior Account Manager to own a portfolio of US SMB customers and drive retention, expansion, and overall commercial health. You will protect existing revenue while pursuing upsell opportunities, improve product adoption, and manage renewals in a high-velocity environment.

The role requires deep SaaS account-management experience, the ability to converse on value and pricing, and to build strong relationships with business owners and operators across the US market.