Freshpaint is hiring a
Enterprise Account Manager

Summary

The job is for an Enterprise Account Manager at Freshpaint, a software company that helps healthcare providers automate their website's HIPAA compliance and safeguard first-party customer data across their tech stack. The role involves managing the full lifecycle relationship with customers, ensuring product adoption, maintaining high NPS scores, achieving operational excellence, and owning the entire customer journey.

Requirements

• Consultative Customer Engagement: Over 7 years of experience in customer-facing roles within enterprise software or SaaS, demonstrating expertise in management consulting, account management, or customer success management
• Relationship Building & Growth: Proven success in leading customer engagements, fostering B2B/B2C relationships, resulting in increased adoption, customer satisfaction, and contract value growth on both upsells and renewals
• Technical Proficiency & Stakeholder Alignment: Proficient in aligning technical concepts and features with required capabilities, effectively presenting to diverse stakeholders and engaging with senior executives on technical and business topics
• Analytical & Operational Excellence: Strong operational discipline with an analytical, process-oriented mindset, employing data-based decision-making and resourceful problem-solving skills to provide optimal solutions
• Effective Communication & Collaboration: Exceptional oral and written communication skills, with the ability to work cross-functionally
• Team Collaboration & Leadership: Demonstrated ability to excel in a collaborative, geographically dispersed team environment while also working independently with minimal supervision, managing multiple tasks and requests with outstanding organizational and project management skills
• Passion for Customer Success: Deep commitment to customer success and service mentality, with diplomacy, tact, and poise under pressure when addressing customer issues
• Ability to drive adoption and sell new product offerings and services

Responsibilities

• Own leading and lagging indicators of success
• Retain and grow the revenue for existing Freshpaint customers, owning the net retention rate of your customer base
• Own product adoption metrics, value plan, and relationship plan for your customers
• Maintain high NPS scores for both implementation and account satisfaction
• Ensure all communication and activities with assigned customers are documented in CRM (Hubspot)
• Use Freshpaint effectively to measure customer product KPIs and run adoption analyses for customers
• Continuously measure and communicate key metrics to peers and leadership
• Support customers coming out of implementation and launch validation, and assist with accelerating breadth of adoption and positive business outcomes for the customer and Freshpaint
• Standardize AM customer engagement and measure its impact at each stage of the customer lifecycle
• Conduct quarterly business reviews to document success to date, review adoption and usage metrics, align on executive priorities, provide adoption and usage recommendations & review Freshpaint product roadmap
• Enroll customers in new beta programs and ensure customer feedback informs our product roadmap
• Ensure satisfactory resolution of Freshpaint related technical issues, including coordination of cross-departmental Freshpaint resources (e.g. Support, Customer Success engineering)
• Own the renewal and expansion commercial processes
• Work with customers to develop a value and success plan that outlines how Freshpaint capabilities can deliver incremental business value
• Build an account plan and whitespace expansion opportunities with clear objectives, requirements, and action plan, that delineates roles, responsibilities, and target timelines with the aim of driving value with their current contract with Freshpaint
• Be part of a growing team at Freshpaint and help inform our approach to our customer lifecycle processes
• Work cross functionally and manage special projects internally to help Freshpaint scale as fast as possible
• Contribute to our team growth by creating new content, playbooks, and processes for peers to use as winning strategies
• Travel up to 30% of the time

Benefits

• Joining a high-growth venture-backed startup as part of the early crew. You will be employee #60-70ish
• Competitive compensation with generous, employee-friendly equity. We have a 10-year exercise window
• Freshpaint Fridays: Half-day Fridays.. Every week
• Unlimited PTO, with a minimum requirement of 2 weeks per year. Plus various observed holidays
• 100% remote
• Flex in-office if you want with $150 WeWork credits each month
• 401k
• Health, dental, and vision insurance 100% covered by the company (some states it’s 99% because laws)
• Mental health benefits - therapy appointments and more covered by the company
• 2 Treat Yourself Days per year: We'll pay you $100 to take a day off and do whatever makes you happy. The only catch is you have to share what you did with the rest of the team
• Generous parental leave
• Paid Spotify
• Health & Wellness benefit – gym membership or similar covered
• Regular team offsites 2-4 times per year. We’ve been to Greece, Jackson Hole, Cabo, Santa Fe, California wine country, and Mexico City in the recent past
• Ownership of your work, collaboration with a close team, and direct access to founders and what it’s like to build a startup. If you leave to start your own company, we'd love to be your first angel investors