Account Manager

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

📋 Description

• Take ownership of the renewal process to ensure timely and successful renewals for designated accounts.

• Identify, pursue, and secure opportunities for expansion.

• Establish and uphold strong relationships with both executive and operational stakeholders.

• Conduct quarterly strategic business reviews to align on performance metrics and identify upsell opportunities.

• Develop and implement tailored account growth strategies that align with each customer’s objectives and business model.

• Provide insights into pricing, packaging, and positioning to facilitate account expansion.

• Collaborate across various functions including Product, Sales, Support, and Implementation to ensure a seamless customer experience.

• Keep CRM records, account health indicators, and renewal and expansion revenue forecasts updated.

• Appropriately escalate customer challenges and work towards proactive solutions.

• Advocate for the customer's voice within internal teams and influence roadmap development.

• Promote product adoption through effective onboarding, training, and ongoing enablement to reduce time to value and ensure measurable outcomes.

• Utilize AI tools, including Claude Cowork, for account research, preparation of business reviews, renewal forecasting, and customer communications.

• Share successful AI strategies with the wider team.

⛳️ Requirements

• A minimum of 4 years of experience in enterprise account management, customer success, or consultative sales.

• Background in home services or home improvement is preferred; experience with solar, roofing, and/or HVAC contractors is a strong asset.

• Demonstrated success in managing complex renewals and expanding large customer accounts.

• Exceptional skills in executive communication and strategic influence.

• Proven ability to identify and capitalize on commercial opportunities (upselling and cross-selling).

• Experience with SaaS or subscription software solutions where customer success is reliant on adoption, training, and enablement, with a history of reducing time to value and delivering lasting customer value.

• Proficient in forecasting, negotiation, and account planning.

• Practical experience utilizing AI tools (e.g., Claude, ChatGPT, Copilot) to enhance productivity and customer outcomes; familiarity with Claude Cowork is advantageous.

• A strong curiosity about AI, coupled with a desire to experiment, learn, and discover innovative methods to streamline workflows and enhance customer service.

• Willingness to travel to client sites as necessary.

🏝️ Benefits

• Comprehensive insurance package.

• 401K plan with a 4% company match.

• Available Time Off (ATO), subject to manager approval.

• Opportunities for advancement - we prioritize promoting from within!