Account Manager – Retention, Expansion

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

📋 Description

• Manage a portfolio of merchant accounts, focusing on retention, revenue generation, and growth.

• Track account health, usage, engagement, payment, and performance indicators to pinpoint churn risks.

• Steer save discussions for clients contemplating cancellation or downgrades.

• Discover and finalize expansion opportunities, including plan upgrades, higher contact tiers, SMS, push notifications, and additional services.

• Navigate pricing and discount discussions while maintaining value and pricing integrity.

• Conduct renewal conversations and quarterly business reviews (QBRs), establish quarterly objectives, and showcase results.

• Offer strategic email and SMS marketing insights to assist merchants in boosting revenue.

• Aid in the onboarding of managed clients through migration, warmup, initial campaigns, and automation processes.

• Address challenging conversations, escalations, unmet expectations, and refusals as necessary.

• Collaborate with teams across Sales, Support, Billing, Product, and Engineering.

• Keep CRM and account records updated, forecast renewals and risks, and report on portfolio metrics.

• Adjust priorities as business needs, targets, segments, and processes evolve.

⛳️ Requirements

• A minimum of 2 years of experience in account management, customer success, sales, or another client-facing commercial role with a focus on retention, renewal, or revenue objectives.

• Exceptional negotiation skills, particularly in pricing and discount management.

• Demonstrable success in retaining at-risk clients, closing upsells, or enhancing revenue within an existing customer base.

• Confidence in managing cancellations, complaints, price hikes, and escalations.

• Quick adaptability and responsiveness to changing priorities.

• Strong sense of ownership and accountability.

• Ability to work autonomously, efficiently organize a portfolio, and make decisions independently.

• Solid understanding of digital marketing metrics such as opens, clicks, conversions, and revenue, or a strong willingness to learn swiftly.

• Excellent communication skills via email, chat, phone, and video conferencing.

🏝️ Benefits

• Competitive salary and bonus structure (starting from $80,000 USD/year).

• Comprehensive training and onboarding programs.

• High-quality equipment, including MacBooks or PCs.

• Hybrid work model in Vilnius, Kaunas, or Charleston: three days in the office and two days remote; fully remote options available for those located elsewhere.

• Flexibility to work from anywhere in the world.

• Unlimited learning budget for professional development.

• 25 days of paid time off (PTO) per year.

• Flexible working hours to accommodate personal needs.

• Remote work options available.

• Company-sponsored health insurance covering 100% of the employee premium and designated out-of-pocket maximums.

• Fully covered short-term and long-term disability income insurance.

• Life insurance provided.

• Unlimited access to personal therapy sessions.

• Budget for personal workstation setup.

• 401(k) retirement plan with a 5% employer contribution, regardless of employee contributions.

• Customized work anniversary gifts.

• Opportunities for international workations.

• Team-led team-building events across the US and globally.

• Chance to collaborate with a skilled, high-achieving team and clients worldwide.