Remote Account Manager; SMB

Job Description

The SMB Account Manager owns the full post‑sale customer lifecycle for small business clients. This role is highly hands‑on and technical, combining onboarding, account management, renewals, and upsell responsibilities. You will serve as the primary point of contact and first line of defense for customers throughout the year.

• Own the first 60 days of customer onboarding, including:
  • Technical implementations
  • Customizing templates
  • Ensuring integrations are set up and functioning correctly
• Manage renewals 90–120 days out, including:
  • Customer health checks
  • Driving product & feature adoption
  • Educating customers on new and underutilized features
• Drive upsell opportunities, including:
  • Additional user licenses
  • Product tier upgrades

You will also act as the first point of contact for reactive issues throughout the customer lifecycle and partner cross‑functionally with Support and internal stakeholders to resolve issues and improve customer outcomes.

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+ years of fintech SaaS account management experience
• Strong technical aptitude:
  Comfortable writing AI prompts for note‑taking template, comfortable troubleshooting integrations and customized workflows
• Ability to work independently and manage multiple SMB accounts.
• Strong communication and client‑facing skills
  • 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