Account Manager – Tech Touch, High Volume

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

📋 Description

• Design and implement Loadsmart's Tech Touch Account Management program, encompassing lifecycle workflows, renewal playbooks, health score triggers, and automated outreach campaigns.

• Take ownership of the entire post-onboarding customer lifecycle for a high-volume portfolio: focusing on adoption, health monitoring, retention, and identifying expansion signals.

• Act as the main point of contact for tech touch accounts, providing value at scale through automation and self-service solutions instead of relying on manual high-touch methods.

• Develop and sustain CRM workflows and customer success tools to minimize SLA times and enhance operational efficiency.

• Proactively identify accounts at risk and implement targeted intervention strategies to prevent churn.

• Streamline escalation processes to ensure that routine issues remain self-service while only complex challenges are directed to specialist teams.

• Monitor and report on key metrics including NRR, churn rate, renewal rate, engagement score, and automation performance.

• Collaborate cross-functionally with Sales, Product, and Marketing teams on account segmentation, messaging strategies, and growth opportunities.

• Continuously refine the program based on customer feedback, data insights, and business priorities.

⛳️ Requirements

• 3–5 years of experience in account management, customer success, or a scaled/tech-touch customer success role within SaaS products.

• Proficient in English, with strong written and verbal communication skills.

• Proven experience managing a high-volume portfolio without depending on one-on-one high-touch engagement.

• Excellent analytical abilities — capable of building dashboards, interpreting data, and translating insights into actionable steps.

• Established track record in creating SOPs, playbooks, and process documentation from scratch.

• Experience with A/B testing for renewal emails, adoption workflows, or automated outreach campaigns.

• High technical proficiency with CRM tools; experience with Salesforce is highly advantageous.

• Strong written and verbal communication skills — you set clear expectations and foster trust at scale.

• Customer-centric mindset with a genuine interest in understanding customer goals and outcomes.

• Systems thinker who can translate overarching strategies into repeatable, documented processes.

• Comfortable posing challenging questions, navigating organizational complexities on the customer side, and influencing stakeholders without direct authority.

🏝️ Benefits

• Competitive base salaries - we believe in rewarding top talent.

• Extremely competitive equity package - become a shareholder in our company!

• Loadie Time Off - unlimited PTO and sick days.