Account Manager I

Account Manager I

CTM is a SaaS/UCaaS company located in Maryland that serves over 100,000 clients worldwide. We seek an Account Manager I to deliver an outstanding customer experience, reduce churn, drive portfolio growth, and maximize lifetime value for our mid‑market clients.

• Manage and serve as the main point of contact for CTM’s SMB customer relationships.
• Drive adoption and ensure customers continuously see value in their partnership with CTM.
• Identify opportunities for upgrades and additional services.
• Work closely with Onboarding, Account Management, and product teams to manage customer issues and escalations.
• Detect and manage at‑risk customers to reduce churn and exceed company churn targets.
• Evaluate the customer experience, identify gaps, and suggest potential improvements to our processes.

• Bachelor’s Degree in business, marketing, or a related field.
• 2–4+ years managing a portfolio of business accounts.
• Demonstrated results in year‑over‑year contract value growth and renewal performance.
• 2+ years working with senior executives (Director, VP, or C‑level).
• 2+ years in advertising, marketing, telecommunications, or a SaaS environment.
• Proficiency managing accounts in Salesforce or a similar CRM.
• Experience guiding customers through software demonstrations or implementations.
• Strong rapport‑building skills and a technology‑savvy mindset.
• Ability to evaluate and improve the customer experience.
• Effective cross‑functional collaboration across departments.
• Customer‑oriented mindset with empathy for our core client base.
• Strong attention to detail and organizational skills.

• Competitive salary commensurate with experience, with quarterly commissions and bonus potential up to 15% of quarterly salary when revenue goals are met.
• Quarterly merit increases for meeting or exceeding expectations.
• Hybrid work schedule with Monday and Friday remote work; after five years of service, eligible for summer Fridays.
• Generous paid‑time‑off: up to 30 days per year, varying with tenure, plus two work‑from‑anywhere weeks per year and additional weeks earned over time.
• Paid holidays, including one floating holiday for birthdays or other recognized dates, with additional floating holidays earned over time.
• Alaska home office stipend, voluntary time off (VTO), and other wellness resources.
• 401(k) plan with employer match up to 5% (immediate vesting).
• Health, dental, vision, and prescription coverage for employees and their families; HSA and FSA pre‑tax account options with employer match for HSA.
• Paid parental leave up to four weeks, depending on tenure.
• Basic life and AD&D insurance equal to annual base salary.
• Short‑term disability coverage at 100% of salary after six months of employment.
• Access to a broad range of health and well‑being services, including counseling, legal advice, and wellness workshops.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities/Affirmative Action