Enterprise Account Manager

This is a fully remote position, open to applicants in Arizona, +22 more states.

📋 Description

• Take ownership of the complete post-sale lifecycle for a designated group of customers from the signing phase to renewal.

• Conduct structured onboarding within the initial 60 days.

• Serve as the primary point of contact for new customers during the onboarding process.

• Facilitate kickoff calls, establish success criteria, align on use cases, and ensure a smooth sales-to-onboarding transition.

• Assist customers with setup, integrations, configurations, and going live.

• Manage timelines, eliminate obstacles, and promote activation.

• Educate users through live training sessions, walkthroughs, and enablement materials.

• Encourage user activation and utilization of key product features.

• Track engagement metrics such as meeting frequency, utilization rates, integration completion, and workflow setup.

• Conduct customer check-ins and develop adoption playbooks.

• Collaborate with Product and RevOps on customer requirements and feature implications.

• Be responsible for Gross ARR Retention and renewal results.

• Monitor account health through dashboards, health scores, and engagement statistics.

• Identify potential churn risks and implement retention strategies.

• Manage renewal preparations, ensure forecasting accuracy, and execute timely actions within the 120 days leading up to renewal.

• Conduct usage reviews, performance summaries, and value recap sessions.

• Confirm contract specifications, seat counts, and pricing details.

• Handle renewal negotiations and approval timelines.

• Keep renewal documentation updated in Salesforce.

• Collaborate with Sales, Product, RevOps, and Support on handoffs, feedback, reporting, automation, and escalations.

• Document customer configurations, onboarding progress, risks, and adoption milestones.

• Revise onboarding and renewal playbooks.

• Identify opportunities for workflow automation and simplification.

• Maintain precise notes, tasks, and renewal data in Salesforce and internal tools.

⛳️ Requirements

• 2 to 5 years of experience in Account Management, Customer Success, or Onboarding within a B2B SaaS environment.

• Background in wealth-tech, fintech, or regulated SaaS.

• Demonstrated success in achieving quick time-to-value and strong renewal rates.

• Excellent communication skills and confidence in leading customer-facing discussions.

• Ability to collaborate effectively with Sales, Product, Engineering, Support, and RevOps teams.

• High technical curiosity and eagerness to learn product workflows and integrations.

• Highly organized with a strong operational focus and attention to detail.

• Capability to manage multiple accounts simultaneously while ensuring a smooth customer experience.

• Candidates must reside in AZ, CA, CO, CT, FL, GA, ID, IL, IA, KS, MA, MI, NE, NJ, NV, NY, NC, OH, PA, SC, TN, TX, WA, or WI.

• Experience in onboarding or implementations involving integrations and configuration steps (bonus).

• Familiarity with Salesforce and SalesLoft (bonus).

• Experience with health scoring, renewal processes, and churn prevention strategies (bonus).

🏝️ Benefits

• Medical: 100% of employee premium covered (UnitedHealthcare Select Plus network, with 2 plan options).

• Dental: 99% covered - Guardian, with a $1,500 annual benefit.

• Vision: 99% covered - Guardian/VSP, includes a $150 allowance for frames and contacts.

• FSA: Zocks matches dollar-for-dollar up to $500 per year.

• Unlimited PTO.

• Paid sick leave.

• 11 paid holidays.

• For birthing parents: 12 weeks of fully paid parental leave.

• For non-birthing parents: 6 weeks of fully paid parental leave.

• 401(k) through Guideline - offers Pre-tax and Roth options; includes low-cost Vanguard funds.

• A MacBook laptop will be provided.

• Access to Google Workspace, Slack, and Zoom.

• Equity grant - details provided as part of the offer.

• Opportunities for growth for high performers after 6 months.

• A collaborative, low-ego culture with intelligent and kind colleagues.