Account Manager (Remote- US Based)

Job Summary 

As an Account Manager, you will own the success of customers by managing the end-to-end customer journey for a large portfolio of clients. You will maintain strong client relationships, increase customer loyalty, ensure product adoption, reduce churn, and serve as a strategic partner with sales to create customer growth opportunities. The Account Manager is someone who is passionate about working with customers, an effective multi-tasker, exercises sound business judgment, and is a trusted adviser who helps customers achieve their goals. You will leverage cross-functional teams to remove roadblocks and solve strategic and tactical issues impacting customers’ health.

The ideal candidate will have a unique ability to communicate a variety of messages to varying audiences (executives, program leads, etc.), can build relationships effortlessly, and will passionately champion the company and its products. The end result is increased customer satisfaction, value, retention, and expansion of the company’s footprint.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of accounts, managing the customer journey from onboarding to ongoing success.
• Build and maintain strong client relationships, ensuring customer satisfaction and loyalty.
• Proactively engage with customers to understand their goals, assess their needs, and design actionable plans to meet or exceed expectations.
• Become a subject matter expert on the Associations Vertical's solutions, customer use cases, and industry trends to effectively demonstrate value and guide adoption.
• Partner with cross-functional teams, including Product Management, Support, and Sales, to address customer challenges, escalate critical issues, and ensure successful outcomes.
• Identify opportunities for up-selling, cross-selling, and referrals, collaborating with the sales team to drive revenue growth and expand customer engagement.
• Track and analyze customer health metrics, develop actionable scorecards, and implement strategies to improve retention and satisfaction.
• Act as a trusted advisor by offering insights, best practices, and proactive recommendations that align with customers’ business objectives.
• Advocate for customers internally, sharing feedback with Product and Support teams to drive continuous improvement.
• Develop and share customer success stories, securing references to highlight the Associations Vertical’s impact.
• Represent the Associations Vertical with professionalism and enthusiasm during client site visits (approximately 25% travel required).

Qualifications

• Experience: 1–2 years in the technology industry, specifically in a SaaS environment, in roles such as Customer Success, Account Management, Consulting, or Engagement Management.
• CRM Expertise: Minimum …