Senior Account Manager, B2B SaaS

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

📋 Description

• Manage accounts effectively.

• Develop robust relationships with clients to establish trust.

• Actively identify risks of customer churn and formulate strategies for retention.

• Perform account reviews, conduct customer success check-ins, and hold business reviews.

• Promote product usage, enhance customer engagement, and foster account growth.

• Recognize upsell and expansion possibilities.

• Customer Support & Onboarding

• Oversee incoming support inquiries via tickets, phone calls, and email.

• Resolve platform issues and liaise with Product and Engineering teams as required.

• Facilitate customer training sessions and onboarding meetings using Zoom or Google Meet.

• Instruct customers on best practices and the functionality of the platform.

• Complete onboarding training and function as a backup onboarding specialist when necessary.

• Help with implementations, account configurations, and customer training.

• Guarantee a seamless transition from onboarding to continuous account management.

• Cross-Functional Collaboration

• Collaborate closely with Sales, Product, Engineering, Finance, Support, and Onboarding teams.

• Represent the voice of the customer within the organization.

• Convey customer feedback, feature suggestions, and opportunities for product enhancement.

• Participate in special projects and initiatives for process improvement.

⛳️ Requirements

• Over 5 years of experience in Account Management, Customer Success, Support, or a similar customer-facing position within a B2B SaaS environment.

• Demonstrated success in customer retention, churn mitigation, and relationship management.

• Experience in handling support tickets, providing phone support, and leading customer training sessions.

• Strong technical skills and a quick ability to learn software platforms.

• Familiarity with CRM systems (preferably Zoho).

• Understanding of AI tools and automation platforms.

• Excellent communication, problem-solving, and organizational abilities.

• Comfortable in a fast-paced, rapidly growing environment.

• Proficient in English.

🏝️ Benefits

• 20 days of paid time off plus U.S. holidays.

• Competitive compensation in USD, commensurate with experience.