Account Manager – APAC

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Conduct regular Executive Business Reviews aligned with clients’ key performance indicators (KPIs).

• Serve as a reliable strategic advisor to decision-makers and executive stakeholders.

• Oversee the entire renewal process for the portfolio.

• Anticipate risks and develop proactive strategies for customer retention.

• Discover and secure organic growth opportunities, such as increasing seat counts, enhancing platform adoption, and offering premium add-ons.

• Establish and maintain frameworks for customer health.

• Define and monitor leading indicators using HubSpot and analytics tools.

• Proactively intervene to avert potential issues from escalating.

• Champion clients internally and collaborate with Product, Support, and Customer Engineering teams.

• Gather customer feedback to influence the product roadmap.

• Foster long-term relationships with decision-makers and budget authorities.

• Manage customer retention, portfolio expansion, and, to a lesser extent, onboarding processes.

⛳️ Requirements

• Minimum of 3 years in Account Management or Customer Success within B2B SaaS environments.

• Proven history of achieving retention and expansion goals.

• Autonomous management of a portfolio, including renewals, retention strategies, and account development.

• Proficient in managing customer health metrics and implementing health score frameworks with leading indicators.

• Experience in conducting Executive Business Reviews and managing multi-stakeholder accounts up to the C-suite level.

• Strong commercial acumen.

• Proficient in Excel/Sheets, BI dashboards, and CRM reporting tools.

• Technical aptitude with the ability to thoroughly understand SaaS products.

• Familiarity with tools such as HubSpot, Gainsight, Planhat, or similar Customer Success/Account Management software.

• Business fluency in English.

🏝️ Benefits

• Unlimited paid time off (PTO).

• Option for fully remote work.

• Flexible working hours.

• Regular one-on-one coaching sessions with an in-house coach.

• Clear job-leveling framework and defined career advancement path.

• Potential to earn equity over time based on seniority, tenure, and contributions.

• Four additional company-wide days off each year (Recharge Fridays).

• Up to €5,000 for each successful referral.

• Two company retreats annually.

• Annual CloudTalk merchandise through a points system.