Manager, Customer Account Management, SMB

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

📋 Description

• Lead and Cultivate a High-Performing Team: Recruit, coach, and mentor a team of Customer Account Managers (CAMs) to meet and surpass performance objectives. Provide ongoing training, development, and feedback to enhance competencies in relationship management, strategic planning, and revenue growth. Set clear expectations, key performance indicators (KPIs), and accountability measures to foster success.

• Enhance Customer Success and Retention: Design and implement strategies to maximize customer satisfaction, retention, and growth within our clientele. Ensure the team proactively identifies and addresses churn risks while nurturing long-term customer partnerships. Oversee and support account planning efforts to align with customer objectives and business goals.

• Operational Excellence & Strategy Implementation: Collaborate across departments with Sales, Customer Care, and Product teams to refine processes and improve the customer experience. Monitor team performance utilizing data-driven insights, ensuring consistency with company objectives. Drive efficiency in CRM utilization, forecasting, and reporting to aid in decision-making and resource distribution.

• Customer Advocacy & Ongoing Improvement: Serve as an escalation point for critical customer concerns, ensuring prompt resolution and satisfaction. Collect and analyze customer feedback to shape product development and customer engagement strategies. Keep abreast of industry trends and competitive insights to enhance best practices in customer account management.

⛳️ Requirements

• Proven experience in customer success, account management, or sales leadership.

• Demonstrated success in leading and developing high-performing customer-facing teams.

• Strong strategic thinking and problem-solving skills, with a focus on data-driven decision-making.

• Excellent communication, negotiation, and stakeholder management abilities.

• Capability to excel in a fast-paced, high-growth environment and implement scalable processes.

• 5+ years of experience in Account Management, Renewals Management, and/or Sales.

• 3+ years of experience in people management within Account Management, Renewals Management, and/or Sales.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• Life, AD&D, and Disability Insurance

• Emergency Weather Support

• Wellness Apps

• Paid Parental Leave

• Paid Time off inclusive of holidays and sick time

• Commuter & Parking Accounts

• Lunches in the Office

• Internet and Phone Stipend

• One time WFH Office Set-Up Stipend

• 401(k) retirement plan

• Financial Planning

• Learning & Development Budget

• Sabbatical Program

• Invest in Your People Fund