Customer Account Manager

About the role

You will manage a portfolio of SMB customers, ensuring consistent adoption, smooth renewals, and a positive overall experience. This role is designed for an early-career account manager who is eager to build foundational skills in customer renewals, relationship management, and account operations. You will collaborate closely with teammates and follow established playbooks to support retention and identify straightforward expansion opportunities, with guidance from senior team members. In this role, you will act as a strategic advisor by leading customer and internal teams, removing roadblocks, and accelerating adoption. You will conduct regular customer check-ins to ensure customers are realizing value and address questions or issues proactively. You will identify basic expansion or usage opportunities and partner with senior team members when appropriate.

Key facts

What you'll do

Manage a portfolio of SMB customers, executing defined adoption and renewal motions to drive retention and customer satisfaction.

Conduct regular customer check-ins to ensure customers are realizing value and address questions or issues proactively.

Support renewal conversations and standard contract processes, escalating complex scenarios as needed.

Act as a strategic advisor by leading customer and internal teams, removing roadblocks, and accelerating adoption.

Identify basic expansion or usage opportunities and partner with senior team members when appropriate.

Maintain accurate customer data, renewal tracking, and activity logging in CRM tools.

Collaborate with Sales, Product, and Support to ensure a smooth and consistent customer experience.

Own end-to-end management of assigned SMB accounts within defined playbooks and workflows.

Update customer health scores and document risks or blockers in a timely manner within system records.

Execute agreed-upon success plans and monitor key adoption metrics to inform next steps.

Coordinate cross-functional escalations and ensure clear communication across internal stakeholders.

Provide feedback from customer interactions to influence product improvements and go-to-market strategies.

Attend scheduled product trainings and internal enablement sessions to stay current on features and best practices.

Adhere to company policies, security procedures, and data handling standards in all customer interactions.

Requirements

You bring 1-3 years of experience in a customer-facing role within a SaaS or technology environment, such as account management, sales development representative, customer success, or sales support.

You are organized, resilient, and comfortable managing multiple priorities in a fast-paced environment.

You are customer-focused and curious, motivated by understanding customer needs and ensuring a positive, reliable experience.

Strong written and verbal communication skills, with the ability to explain concepts clearly.

You are comfortable using CRM tools and following structured processes to manage customer interactions and data.

You can demonstrate a track record of owning outcomes and meeting commitments in a professional setting.

You have experience working with spreadsheets, documentation tools, and basic sales systems.

You are able to interpret customer feedback and translate it into actionable next steps for internal teams.

Nice to have

Familiarity with HR Tech, recruiting tools, or developer-focused products.

Comfort engaging with day-to-day customer contacts in HR, Talent, or Engineering teams.

A collaborative mindset. You work seamlessly across teams, bringing together Support, Product, and Sales to ensure customer needs are met.

Practical notes

This is a hybrid role based in Santa Clara, California. Hours are standard business hours with flexibility for scheduling check-ins and customer meetings. Travel may be required occasionally for customer visits or company events. This role is eligible for incentive-based compensation details as outlined in the compensation section. Visas may be sponsored for qualified candidates. Please note that the posted compensation range is broad and may vary based on candidate experience, location, and other factors.

You will thrive in this role if

You are a Captain - you enjoy owning the customer relationship and championing their success.

You are skilled at engaging HR/Talent & Technical decision-makers, helping them navigate hiring and workforce planning goals.

You believe in long-term partnerships and being the trusted advisor for your customers.

You are comfortable balancing structured processes with the initiative to identify and pursue expansion opportunities.

You are proactive in seeking feedback and using it to refine your approach to customer interactions.

You maintain a positive attitude when managing competing priorities and are committed to continuous learning.

You communicate outcomes and updates clearly to stakeholders, ensuring transparency in account health.

You take ownership of your workload and follow through on commitments to meet team and customer expectations.

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