Account Manager

Summary

Join Center as the Manager of Account Management and lead a team of Account Managers focused on nurturing and growing client relationships. Reporting to the Senior Director, you will drive strategic initiatives, leverage data insights for decision-making, and scale Account Management processes. Responsibilities include managing daily operations, resolving escalations, and collaborating cross-functionally to deliver exceptional customer outcomes. You will proactively coach and develop your team, analyze key performance metrics, and identify opportunities for growth and risk mitigation. This role requires significant experience in SaaS customer success and team management, along with strong data analysis and communication skills. Center offers a competitive compensation package including salary, bonus, generous PTO, comprehensive health benefits, and 401(k).

Requirements

• A minimum of 3+ years of relevant management experience, preferably in a SaaS organization
• 6+ years of customer success (or related) experience in a SaaS organization, with a demonstrated track record of successfully managing complex customer relationships
• Proven ability to leverage data analysis to drive insights, decision-making, and strategy formulation, particularly around customer behavior, product adoption, and risk mitigation
• Strong experience using Tableau, Salesforce, Excel, PowerPoint, or similar platforms to generate reports, identify trends, and interpret data
• A creative problem-solver who can read between the lines to uncover hidden data insights and craft solutions for complex challenges
• A proven record of driving issues to resolution with a focus on achieving high customer satisfaction
• Experience growing and scaling teams in a high-growth, data-driven environment
• Ability to manage multiple stakeholders, projects, and deadlines simultaneously in a fast-paced environment
• Excellent communication and interpersonal skills, with the ability to engage and build relationships with internal and external stakeholders across various personas, both in-person and virtually, while working effectively as a hands-on, proactive team player

Responsibilities

• Proactively manage, coach, develop, and motivate a team of high-performing Account Managers; ensure their success in meeting with customers regularly to proactively serve client needs, identify growth opportunities, mitigate risk, and reinforce product value
• Leverage data analysis to monitor key performance metrics such as churn, customer satisfaction, and account health, using tools like Tableau and Salesforce to generate insightful reports that drive informed decision-making
• Manage day-to-day client escalations with proper expectations and organizational plans for resolution, utilizing data and problem-solving skills to identify solutions and lead communication efforts for critical issue resolution
• Identify gaps in performance within the account management team by analyzing customer engagement patterns, creating actionable strategies to address those gaps, and working closely with Account Managers to implement and manage initiatives through to successful completion
• Develop and implement strategic initiatives to proactively grow customer relationships, increase product adoption, and mitigate churn risk, while utilizing data to forecast customer behaviors and drive loyalty
• Collaborate cross-functionally to ensure customer needs are communicated and understood by executive and cross-functional teams, and work with Product teams to advocate for customer-centric product enhancements
• Partner with Sales and Marketing to drive net new business opportunities, while also developing and implementing processes to scale the Account Management function for future growth
• Assist in establishing new processes and systems to support the growing Account Management function and drive scalability across the business

Benefits

• Competitive salary
• Performance bonus
• Generous paid time off
• Comprehensive health benefits
• 401(k) participation
• Self-Managed PTO plan
• 9 Paid Holiday’s
• Paid Parental Leave
• Commuter Stipend
• Health care benefits including Medical, Dental, Vision, Long Term Disability, Base Life, AD&D, FSA, Commuter and 401(k)