SMB Account Manager

This is a fully remote position, open to applicants in Colorado, +1 more state.

📋 Description

• Manage a portfolio of key SMB accounts, focusing on retention, growth, and the development of long-lasting partnerships.

• Identify, negotiate, and secure opportunities for expansion while ensuring high Net Revenue Retention and reducing churn.

• Offer hands-on product guidance and resolve frontline issues effectively.

• Establish trusted relationships with senior stakeholders and ownership groups.

• Track account health metrics and product usage, proactively addressing cancellation risks.

• Support onboarding and other Customer Success functions as required.

• Recognize and implement upsell and cross-sell opportunities, leading value-driven renewals.

• Transform monthly SMB subscriptions into annual commitments.

• Promote the adoption of ArcSite’s payments and finance platforms and coordinate handoffs to the Finance Team.

• Create account plans, assess health and ROI, and conduct business reviews.

• Advocate for customer needs within internal teams.

• Collaborate with Product, Marketing, Sales, and Customer Success to share insights and shape the go-to-market strategy.

• Maintain accurate data hygiene, deal ownership records, and forecasting pipelines in HubSpot.

⛳️ Requirements

• 2–4 years of experience in account management, customer success, or inside sales, preferably within a SaaS or technology setting.

• Experience carrying quotas while securing expansion revenue, preventing churn, and managing renewal pipelines.

• Proficient in CRM systems such as HubSpot, Salesforce, or similar, including skills in forecasting and account planning.

• Capability to proactively research accounts and pinpoint opportunities for expansion, renewal, usage, or satisfaction.

• Presence and credibility when engaging with C-level stakeholders.

• Commercial insight for negotiating renewals, expansions, and multi-year agreements.

• Analytical skills to interpret usage and ROI data to provide strategic recommendations.

• A consultative, customer-first approach characterized by resilience and ownership.

• Ability to manage multiple priorities across a large number of accounts while ensuring quick response times and efficient onboarding.

• Strong negotiation and presentation skills, including handling tier-upgrade objections and converting annual commitments.

• Curiosity and problem-solving abilities linked to comprehensive product usage and customer outcomes.

• Experience in construction tech, field services, or a related trade industry is a significant plus, although not required.

• Ideally, a resident of Denver, Colorado or Grand Rapids, Michigan.

🏝️ Benefits

• Fully remote work environment.

• Unlimited Paid Time Off (PTO).

• Comprehensive medical, dental, and vision insurance.

• 401K matching program.

• $75 monthly wellness stipend.