Regional Manager, Customer Accounts

This is a fully remote position, open to applicants in Colorado, +8 more states.

📋 Description

• Oversee a regional team of Customer Account Managers in the Central United States.

• Mentor, guide, and develop around nine CAMs across the Enterprise, Mid-Market, and SMB sectors.

• Propel team retention and growth metrics, encompassing gross and net revenue retention, logo retention, and renewal performance.

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

• Engage in customer discussions when key or Enterprise accounts face challenges.

• Keep track of renewals and expansion prospects, promptly identifying risks.

• Ensure that documented recovery strategies for Red and Yellow accounts are implemented.

• Collaborate with Regional Territory Managers and Sales on customer transitions, renewals, and growth opportunities.

• Take part in the hiring, onboarding, and training processes for new CAMs.

• Conduct weekly one-on-ones, account evaluations, and team operational meetings.

• Create individual development plans and address performance concerns.

• Distribute accounts and balance workloads among the team.

• Guarantee compliance with playbooks and maintain consistent customer experiences.

• Supervise customer progress assessments, Business Review Meetings, and executive relationships.

• Work with Professional Services to enhance onboarding and expedite value realization.

• Relay customer insights to Product and collaborate with Support on systemic challenges.

• Maintain Salesforce data accuracy and reporting standards.

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

• Share field insights with leadership to enhance health scoring, playbooks, and procedures.

⛳️ Requirements

• Bachelor’s degree strongly preferred or equivalent professional experience.

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

• At least 2 years of direct people-management experience, which includes hiring, coaching, and managing performance of customer-facing team members.

• Proven history of achieving renewals, retention, and expansion goals with quantifiable outcomes.

• Familiarity with SaaS account metrics, such as GRR, NRR, churn, health scoring, adoption, ARR, and ACV.

• Experience in supporting Enterprise and Mid-Market clients within complex, multi-stakeholder settings.

• Competence in managing intricate customer escalations.

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

• Advanced skills in Excel and data analysis.

• Knowledge of Jira, service desk systems, and customer health reporting.

• Confidence in leading challenging customer discussions and establishing trust with C-level stakeholders.

• Experience in a growth-stage or scaling B2B SaaS organization.

• Proactive, transparent, and data-oriented with a focus on execution and thorough follow-through.

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

• Preferred experience in construction technology, fleet or equipment management, telematics, IoT, or industrial SaaS.

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

• Candidates must reside in or be willing to relocate to Texas, Oklahoma, Kansas, Missouri, Colorado, Nebraska, Louisiana, Iowa, Minnesota, or Arkansas.

🏝️ Benefits

• Full-time position.

• Flexible remote work option.

• Travel to client locations approximately 25%–35% of the time.

• Competitive salary packages.

• Opportunities for career advancement and personal growth.

• Comprehensive, low-cost benefits packages.

• Benefit coverage commences on the first day of employment.

• Paid Time Off.

• Volunteer Time Off.

• Dependent Care assistance.

• 401k matching.

• Employee referral bonuses.