Regional Manager, Customer Accounts

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Lead and manage a regional team of Customer Account Managers across Enterprise, Mid-Market, and SMB segments.

• Drive team retention and expansion outcomes, including gross and net revenue retention, logo retention, and renewal performance.

• Evaluate account health, product adoption, usage trends, support escalations, and renewal risks.

• Conduct customer discussions for key or at-risk Enterprise accounts.

• Maintain oversight of renewals and expansion opportunities, ensuring that recovery plans are executed.

• Collaborate with Regional Territory Managers, Sales, Professional Services, Product, and Support teams.

• Engage in the hiring, onboarding, and training of new Customer Account Managers.

• Facilitate weekly one-on-ones, account reviews, and team operating rhythms.

• Develop growth plans and address performance issues within the team.

• Allocate accounts and balance workloads among team members.

• Ensure compliance with playbooks, training, tools, customer progress reviews, and executive relationships.

• Enhance the onboarding process and reduce time to value for new customers.

• Maintain discipline in Salesforce data and reporting.

• Travel to customer sites for Enterprise and Platinum customer visits, strategic business reviews, team coaching, and company events.

• Provide field insights to leadership to enhance health scoring, playbooks, and processes.

⛳️ Requirements

• Bachelor’s degree is strongly preferred, or equivalent experience is acceptable.

• 5+ years of experience in B2B SaaS Customer Success, Account Management, or post-sales roles.

• 2+ years of direct management experience, including hiring, coaching, and performance management of customer-facing team members.

• Proven track record in driving renewals, retention, and expansion with measurable results.

• Working knowledge of SaaS account metrics, including GRR, NRR, churn, health scoring, adoption, ARR, and ACV.

• Experience supporting Enterprise and Mid-Market customers in complex, multi-stakeholder environments.

• Skilled in managing complex customer escalations; experience with remote or distributed teams is a plus.

• Strong proficiency in Salesforce for account management, opportunity tracking, and reporting.

• Advanced Excel and data analysis skills; familiarity with Jira, service desk systems, and customer health reporting.

• Confidence in leading challenging customer conversations and building trust with C-level stakeholders.

• Experience in a growth-stage or scaling B2B SaaS organization, exhibiting a hands-on, proactive approach.

• Proactive, transparent, and data-driven mindset, with a strong focus on execution and follow-through.

• Willingness to travel approximately 25%–35% of the time.

• Experience in construction technology, fleet or equipment management, telematics, IoT, or industrial SaaS is highly preferred.

• Familiarity with construction ERP platforms such as Viewpoint/Vista, Spectrum, or Foundation is a significant advantage.

• Must reside in or be willing to relocate to California, Oregon, or Washington.

🏝️ Benefits

• Full-time employment opportunity.

• Remote work options available.

• Competitive compensation packages.

• Opportunities for growth and personal development within a dynamic team environment.

• Comprehensive, low-cost benefits packages.

• Benefit coverage begins on the first day of employment.

• Paid Time Off.

• Volunteer Time Off.

• Dependent Care benefits.

• 401k matching program.

• Employee referral bonuses.