We are looking for an Account Manager to build long-term customer relationships, drive retention, and identify growth opportunities. You will act as a strategic advisor throughout the customer lifecycle, ensuring measurable business value for our clients.
Key Responsibilities
- Manage a portfolio of SMB, Mid-Market, and Enterprise customers across EST-PST and Australia time zones.
- Build trusted relationships with stakeholders and executive sponsors.
- Conduct Business Reviews (BR/QBR) and develop customer success plans.
- Drive customer retention and proactively reduce churn risk.
- Identify upsell, cross-sell, and expansion opportunities.
- Monitor customer health and create action plans for at-risk accounts.
- Coordinate with Customer Success, Technical Support, Product, and Sales teams.
- Facilitate issue resolution and manage ticket lifecycle.
- Lead commercial conversations including renewals, pricing, and contract expansions.
- Capture customer feedback and communicate product enhancement opportunities.
- Maintain accurate CRM records and account plans.
Success Metrics (KPIs)
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Renewal Rate
- Expansion Revenue
- Churn Rate
- Business Reviews Completed
- Customer Health Score Improvement
- Customer Satisfaction (NPS)
If you’re motivated by impact, growth, and collaboration with integral teams, this is your chance to make a difference.
📌 Account Manager – SaaS Clients (Monterrey)
🏢 CTC
📍 Monterrey