Founding Account Manager ​/ Customer Success Manager

tl;dr:
Fresh off a 15M Series A led by Accel (total funding now $20M+), Agave is profitable, growing fast, and scaling the team. Join a profitable, Xm ARR startup (YC W22, Accel-backed) as our second dedicated account manager. You'll help with retention, expansion, customer success strategy, process building, AND cross-functional product input. You will report directly to our co-founder to grow and retain Agave's customer base from $Xm ARR to $XXm ARR+.

Ideally, you are a hungry, scrappy, and energetic account manager, pumped to bet on a career-defining role at a fast-growing, early-stage startup. Min. 2+ YoE managing customer accounts at a b2b SaaS company, ideally with experience in construction tech.

This role has clear renewal and expansion targets, but no formal quota/OTE. Comp shown is salary.

Why are we hiring this role? We've made a ton of progress (5XX+ customers, $Xm ARR, profitable & cash-flow positive for 2yr+). Our first Founding AM has stood up our core customer success motion — now we're hiring our second Founding Account Manager to help us keep customers happy, maximize the value we deliver to existing customers, and unlock growth from within our base.

You'll own customer retention and expansion while working with our team on all aspects of customer success and revenue expansion - from defining expansion plays and pricing strategies, to identifying upsell opportunities and optimizing customer health metrics.

We expect you to ramp fast since you're stepping into a customer base that's growing and engaged.

To do all of this, you will need to be unique. While typical AMs just execute a playbook, you'll help us sharpen and scale the one we've started. You are not a coin-operated account manager looking for a 9-to-5. You are a hungry, scrappy, and energetic AM, pumped to bet on a career-defining role at a fast-growing, early-stage startup.

Your potential for impact will extend far beyond the ARR you retain and expand.

Your core role is to ensure construction general/trade contractors continue to get massive value from automating work through software integration and automation. To do this, you will own our customer lifecycle, including:

• Retention + renewal: build deep relationships with customer champions and economic buyers by driving on-time renewals at high rates. Monitor account health, identify churn risks early, and execute retention strategies. Ensure customers renew at high rates.
• Customer escalations: act as the front line of defense for unhappy customers. Navigate difficult conversations and coordinate with Engineering and Product to resolve issues quickly. Turn detractors into promoters through exceptional service recovery.
• Expansion + growth: identify and close expansion opportunities (new use cases, new products, etc.) with our existing customers.
• Customer advocacy: run QBRs with key accounts to review ROI, identify opportunities, and strengthen relationships. Gather product feedback and advocate for customer needs with Engineering and Product teams.
• Process improvement: improve our customer success processes (playbooks, health scoring, Q  templates, renewal workflows, CRM hygiene, expansion dashboards, etc.).
• Cross-team work:
  Join weekly sprint planning with Engineering to represent customer priorities.

Hard requirements:

• 3+ years of account management experience: 2+ YoE managing customer accounts at a b2b SaaS company. You understand the relationship-building, process, and tenacity required to retain and expand 5-6 figure b2B SaaS contracts.
• Previously managed a book of $1M+ ARR involving B2B SaaS accounts.
• Prior customer success + expansion success: strong record evidenced by retention rates, NRR/GRR metrics, and manager feedback. Be prepared to share specific numbers in interviews.

Soft requirements:

• Hands-on: you have been a successful IC and want to continue being one. You must love operating in the messy weeds of customer relationships and driving expansion. You do not want to be an armchair expert.
• Owner mindset: you are self-directed and able to work with minimal supervision. We can trust you to flag at-risk customers early and fight to save them. Where there's a gap, you fill it without asking.
• Strong EQ: you know when to listen and when to sell. You are attuned to customer sentiment and early warning signs of churn.
• Uncanny ability to deliver results: you get the job done consistently, doing any task needed to deliver on time. You're gritty and not easily discouraged.

Nice to have:

• Experience managing customer accounts in the construction tech industry.
• Experience at a startup, ideally Series B/C or earlier.
• Comfortable operating without established processes; you've built from scratch before.
• Familiarity with accounting concepts and nuances.

• Healthcare: we cover 90% of your healthcare costs with several plan options.
• 401k: we match 100% of your contributions, up to 4% of annual salary.
• Performance Bonuses: we offer annual performance bonuses when we hit company…