Senior Account Manager, SaaS

We are hiring an Senior Account Manager to grow revenue within its existing customer base and new accounts. The role covers the full account lifecycle, building relationships with business owners, onboarding and educating customers, and creating account plans to expand Loadsmart's footprint. The Senior Account Manager owns a customer portfolio end-to-end: onboarding, enablement, growth, renewals, and cross-selling the flagship product stack, with a focus on delivering a strong customer experience throughout.

WHAT YOU GET TO DO:

Own full-cycle post-sales activities:onboarding, enablement and adoption, product demonstrations, and renewals, ensuring every customer is set up for success from day one
Serve as the point person to identify, prioritize, and close expansion opportunities (upsell and cross-sell) across new and existing accounts, and negotiate contract terms on SaaS renewals
Build a comprehensive account plan that ties value justification, benchmarking, and ROI data to each customer's priorities and hurdles, driving decisions that support revenue target delivery and growth
Establish a structured engagement cadence: regular check-ins, QBRs/EBRs, and executive touchpoints that reviews adoption and success metrics, aligns on strategic priorities, and sets clear action plans for the next quarter
Build trusted, multi-threaded relationships across the customer organization, from day-to-day users to senior executives and economic buyers, reducing single-threaded risk and expanding adoption
Stay closely attuned to each account's strategic growth plans, technology strategy, and competitive landscape, tracking public information and industry trends that could impact the customer
Proactively surface customer needs, risks, and opportunities through ongoing engagement, partnering cross-functionally to drive resolution of account issues (billing, support, product, and other departments)
Gather customer feedback through structured interviews and surveys, and continuously deepen product expertise to serve as a subject matter expert

REQUIRED QUALIFICATIONS:

5+ years of experience as an Account Manager or Customer Success Manager for SaaS products
3+ years of experience working within SaaS
Proven track record of working in a customer-facing role
Excellent English language skills
Strong communication skills, both written and verbal, to effectively understand and communicate customer expectations
Customer-oriented: genuine interest in the customer’s business and in what the customer communicates, needs, and expects
Problem-solving: ability to clearly define and deliver technical solutions that drive customer satisfaction and business results  
Interpersonal intelligence: ability to read between the lines and to ask difficult or uncomfortable questions to customers
Influence: the ability to map customers’ internal political environment and to positively influence the decision-making process
Data analysis: ability to understand and interpret data with a focus on generating insights
Results-oriented: ability to understand the goal, remain motivated, and consistently keep focusing on the outcome, no matter the obstacles
High technical aptitude and overall understanding of technology
Experience with CRM is a plus - preferably Salesforce