Account Manager - SaaS Clients

We are looking for an Account Manager to build long-term customer relationships, drive retention, and identify growth opportunities. You will act as a strategic advisor throughout the customer lifecycle, ensuring measurable business value for our clients.

Key Responsibilities

• Manage a portfolio of SMB, Mid-Market, and Enterprise customers across EST-PST and Australia time zones.
• Build trusted relationships with stakeholders and executive sponsors.
• Conduct Business Reviews (BR/QBR) and develop customer success plans.
• Drive customer retention and proactively reduce churn risk.
• Identify upsell, cross-sell, and expansion opportunities.
• Monitor customer health and create action plans for at-risk accounts.
• Coordinate with Customer Success, Technical Support, Product, and Sales teams.
• Facilitate issue resolution and manage ticket lifecycle.
• Lead commercial conversations including renewals, pricing, and contract expansions.
• Capture customer feedback and communicate product enhancement opportunities.
• Maintain accurate CRM records and account plans.

Success Metrics (KPIs)

• Gross Revenue Retention (GRR)
• Net Revenue Retention (NRR)
• Renewal Rate
• Expansion Revenue
• Churn Rate
• Business Reviews Completed
• Customer Health Score Improvement
• Customer Satisfaction (NPS)

If you’re motivated by impact, growth, and collaboration with global teams, this is your chance to make a difference.