Remote Account Manager

Job Description

• Own the end‑to‑end post‑sale customer lifecycle, serving as the primary point of contact from onboarding through renewal
• Lead structured customer onboarding during the first 60 days, including kickoff calls, success planning, use‑case alignment, setup, integrations, configuration, and go‑live
• Deliver live product trainings, walkthroughs, and enablement sessions to drive early adoption and fast time‑to‑value
• Actively manage onboarding timelines, remove blockers, and ensure customers reach activation milestones on schedule
• Transition onboarded customers into long‑term account ownership while maintaining continuity and strong relationships
• Drive ongoing product adoption and value realization by monitoring usage, engagement signals, and key health metrics
• Run regular check‑ins, value reviews, and health conversations to reinforce ROI, highlight wins, and address gaps
• Identify adoption risks or usage drop‑offs early and execute playbooks to course‑correct
• Maintain clear visibility into account health, sentiment, and churn risk using dashboards, health scores, and CRM data
• Proactively manage churn prevention efforts through retraining, workflow optimization, and stakeholder alignment
• Build and maintain multi‑threaded relationships within customer organizations to support retention and expansion readiness
• Own renewal management for your book of business, beginning preparation ~120 days prior to renewal
• Run structured renewal processes including usage reviews, performance summaries, value recap meetings, and forecasting
• Manage renewal conversations and negotiations, confirm contract terms, and ensure on‑time renewal execution
• Maintain accurate, complete renewal data and forecasts in Salesforce
• Partner cross‑functionally with Sales, Product, Support, and Rev Ops to ensure smooth handoffs, surface customer insights, and resolve blockers
• Document customer configurations, milestones, risks, and outcomes with strong CRM hygiene and operational discipline
• Continuously improve onboarding, adoption, and renewal playbooks based on patterns and learnings across accounts
• Identify opportunities to streamline workflows, improve automation, and enhance the overall customer experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 2–5+ years of experience in Account Management, Customer Success, or Onboarding at a B2B SaaS company
• Proven ability to drive fast time‑to‑value, strong adoption, and successful renewals
• Confidence leading customer‑facing calls, trainings, and value reviews
• Ownership mindset for post‑sale lifecycle, including onboarding, adoption, retention, and renewal
• Strong organizational skills with disciplined CRM and documentation habits
• Ability to manage multiple accounts simultaneously while keeping customers moving forward
• Comfortable collaborating cross‑functionally with Sales, Product, Support, Engineering, and Rev Ops
• High technical curiosity and willingness to learn product workflows, integrations, and configurations
• Experience in fintech, wealth‑tech, or regulated SaaS environments
• Background in onboarding, implementations, or integrations
• Familiarity with Salesforce (and Sales Loft)
• Experience with health scoring, churn prevention, and renewal playbooks
• Comfort shaping and improving processes, playbooks, and automation