Senior Account Services Manager

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

📋 Description

• Lead intricate enterprise implementations from the discovery phase to launch.

• Collaborate with executive sponsors and key stakeholders to convert business goals into scalable solution designs.

• Recommend, configure, validate, and enhance platform settings.

• Assist customers in understanding dashboards, KPIs, and account health metrics.

• Provide guidance on CRM integrations, SSO, APIs, automation, and technical workflows.

• Support the design, testing, and execution of branded survey campaigns.

• Promote adoption through customer education focused on change management, governance, and long-term program success.

• Manage multiple concurrent enterprise implementations and strategic rollout initiatives.

• Create implementation plans, timelines, success criteria, and risk mitigation strategies.

• Facilitate executive and project status meetings.

• Anticipate risks, address issues, and coordinate cross-functional resources.

• Advocate for customer needs with Strategic Account Management and Product teams.

• Deliver training and enablement programs for customers.

• Develop implementation guides, playbooks, FAQs, and enablement resources.

• Enhance internal processes, implementation methodologies, and onboarding experiences.

⛳️ Requirements

• 5-7+ years of experience in Customer Success, Professional Services, SaaS Implementation, Technical Account Management, Consulting, or similar customer-facing roles.

• Demonstrated experience in leading complex enterprise software implementations involving multiple stakeholders.

• Strong project management abilities, capable of balancing competing priorities across various accounts.

• Exceptional executive communication and presentation skills, with confidence in engaging customer leadership teams.

• Analytical mindset with the capability to convert business requirements into scalable technical solutions.

• Experience with CRM platforms, customer data, integrations, APIs, SSO, or related technologies is highly desirable.

• A passion for customer success, continuous improvement, and delivering measurable business value.

• Comfortable with ambiguity and thriving in a fast-paced, evolving SaaS environment.

• A collaborative team player who enjoys mentoring others and contributing beyond individual duties.

• Commercially minded with a solid understanding of customer outcomes and business impact.

• Experience with enterprise B2B customers is preferred.

• Proficiency in English is required; Spanish is strongly preferred, and Portuguese is a plus.

• Must be located in the United States and able to work during US East Coast business hours.

• Willingness to travel occasionally for customer meetings and company events.

🏝️ Benefits

• Health Insurance (Medical, Dental & Vision) with a 70% contribution for employees.

• Participation in the SAR Plan.

• Unlimited PTO (manager approval required).

• MacBook provided for work use.

• Opportunities for occasional travel to customers and global offices.

• Full-time remote position.