Account Manager

Summary

Join Found as an Account Manager and play a key role in ensuring customer success on our platform. You will work directly with customers, from onboarding to ongoing support, collaborating with various teams to enhance their experience. This early team member will help define and evolve this crucial function. Responsibilities include managing customer portfolios, identifying areas for improvement, and sharing insights across the organization. The ideal candidate possesses strong communication and relationship-building skills, along with experience in account management or a related field. Found offers a competitive salary and benefits package, including health insurance, paid parental leave, flexible vacation, and remote work options.

Requirements

• 2+ years of experience in an account management role, OR 3-5 years of experience in a customer experience, customer service, or sales role
• Strong communication and relationship-building skills, with the ability to work effectively with both customers and internal teams
• Experience managing multiple customer relationships simultaneously while maintaining high levels of service
• Proven track record of identifying customer needs and collaborating with internal teams to address them
• Data-driven approach to problem-solving and decision-making
• Ability to balance customer advocacy with business objectives

Responsibilities

• Work directly with new Found customers to ensure successful onboarding and platform adoption
• Manage a portfolio of existing customers, ensuring they maximize value from Found's offerings
• Collaborate across teams to identify and resolve customer needs and pain points
• Help mentor individuals in other customer-facing roles to arm them with talk tracks, strategies, and mindsets that address some of our customers’ biggest opportunities
• Identify opportunities for service and product improvements, working closely with Product, Engineering, and Business Operations teams
• Share customer stories and insights across the organization to highlight success stories, common challenges, and emerging customer needs
• Build strong relationships with customers while maintaining high levels of responsiveness and support quality

Preferred Qualifications

• Experience with Zendesk, SQL, and project management tools like Asana
• Previous startup experience or comfort in a fast-paced environment
• The ability to effectively communicate with both technical and non-technical partners
• Experience in fintech or working with self-employed professionals
• Background in customer onboarding or implementation

Benefits

• 401K, FSA, and Commuter Benefits: We offer all employees access to tax-efficient benefit options alongside competitive base compensation
• Paid parental leave: Found supports employees through all stages of life, which is why new parents employed by Found qualify for 16 weeks of flexible parental leave
• Health benefits: Comprehensive medical, dental, and vision benefits and are always 100% covered for employees, 75% covered for dependents
• Work anywhere: We have Found offices in SF, Seattle, and NYC. For team members who work outside those cities, Found also supports fully remote working
• Meaningful equity: Everyone on our team should feel and act like an owner, which is why Found offers industry-competitive equity to all of our employees
• Flexible vacation policy: Vacations, appointments, mental health days- take the time you need, whenever you need to with our flexible time-off policy