Account Manager (Tech Touch

About the role

This role is a foundational position for building Loadsmart's automated customer engagement strategy. You will be responsible for developing and executing a scalable approach to managing a large portfolio of software accounts, focusing on driving customer success through technology.

Key facts

What you'll do

Design and implement the framework for Loadsmart's automated account management, including customer journey sequences, renewal strategies, and automated communication plans.

Manage the entire post-sales experience for a high volume of clients, focusing on product adoption, customer health, and identifying opportunities for growth.

Act as the main point of contact for clients managed through automated systems, providing value at scale.

Develop and refine customer relationship management workflows and tools to enhance efficiency and reduce response times.

Identify clients at risk of leaving and implement proactive measures to retain them.

Establish clear pathways for customer issues, ensuring routine matters are handled through self-service and complex problems are escalated appropriately.

Monitor and report on key performance indicators such as net revenue retention, churn, renewal rates, and automation effectiveness.

Collaborate with Sales, Product, and Marketing teams to refine customer segmentation, messaging, and identify growth avenues.

Continuously improve the program based on client feedback, data analysis, and business objectives.

Requirements

3 to 5 years of experience in account management, customer success, or a scaled/tech-touch customer success role for software products.

Proficiency in English, with clear written and verbal communication skills.

Proven ability to manage a large client base without relying on individual high-touch interactions.

Strong analytical capabilities, including building reports, interpreting data, and translating insights into action.

Demonstrated experience creating standard operating procedures, playbooks, and process documentation from scratch.

Experience with A/B testing for customer communications, adoption flows, or automated outreach.

High technical proficiency with CRM systems; Salesforce experience is highly beneficial.

Excellent written and verbal communication skills, enabling clear expectation setting and trust building at scale.

A customer-centric approach with a genuine interest in understanding client objectives and achievements.

Ability to think systemically and translate strategic goals into documented, repeatable processes.

Comfortable asking direct questions, navigating client organizations, and influencing stakeholders without direct authority.

Nice to have

Experience with Opendock, CarrierGuide, and ShipperGuide.

Skills & tools

CRM tools (Salesforce preferred)

Data analysis and reporting tools

Process documentation software

A/B testing platforms

Practical notes

Loadsmart is a technology company valued at over $1 billion.

We offer competitive compensation and equity.

We provide unlimited paid time off and sick days.

Loadsmart is an equal opportunity employer.

Offers are contingent upon successful completion of a background check.