100% remote saas account manager

Role Overview

The Saa S Account Manager is responsible for managing and growing a portfolio of existing customer accounts. This role focuses on building long-term relationships, ensuring customer satisfaction, driving product adoption, and maximizing revenue through upselling and cross-selling. The ideal candidate acts as a trusted advisor, helping customers achieve their business goals using the platform.

Key Responsibilities

Customer Relationship Management

Develop and maintain strong, long-term relationships with key stakeholders across assigned accounts Serve as the primary point of contact for customer communication and account-related needs Understand each customer’s business goals, challenges, and success criteria Build trust and position yourself as a strategic partner and advisor

Onboarding & Product Adoption

Guide new and existing customers through onboarding and implementation processes Ensure smooth product adoption and help customers realize value quickly Educate customers on product features, best practices, and new releases Drive consistent and meaningful product usage across accounts

Customer Success & Retention

Monitor customer health, engagement, and satisfaction levels Identify risks of churn early and proactively take corrective action Conduct regular check-ins, business reviews, and success planning sessions Ensure customers are consistently achieving desired outcomes

Account Growth (Upsell & Cross-Sell)

Identify opportunities for upselling and cross-selling additional features or products Collaborate with sales teams (if applicable) to expand account value Proactively propose solutions that align with customer needs and growth plans Increase Net Revenue Retention (NRR) through account expansion

Issue Resolution & Collaboration

Act as an escalation point for customer issues and coordinate resolution with support and product teams Advocate for customer needs internally and ensure timely resolution of concerns Work closely with product, engineering, and support teams to improve the customer experience

Account Strategy & Planning

Develop and maintain strategic account plans for each customer Set clear goals for retention, growth, and engagement for each account Track account performance and adjust strategies as needed Identify key milestones and success metrics for customer relationships

Reporting & CRM Management

Maintain accurate and up-to-date records in CRM systems (e.g., Salesforce, Hub Spot) Track all customer interactions, activities, and account status Provide regular reporting on account health, risks, and growth opportunities Use data to guide decision-making and account strategy

Required Skills & Qualifications

3–5+ years of experience in Saa S account management, customer success, or a similar client-facing role Proven ability to manage and grow customer relationships in a B2 B Saa S environment Strong communication, presentation, and interpersonal skills Excellent relationship-building and stakeholder management abilities Experience with CRM and customer success tools Ability to analyze customer data, usage trends, and performance metrics Strong problem-solving skills and ability to handle escalations effectively Customer-first mindset with a focus on delivering value and outcomes Highly organized, with the ability to manage multiple accounts simultaneously

Key Metrics (KPIs)

Customer Retention Rate Net Revenue Retention (NRR) Churn Rate (logo and revenue churn) Customer Satisfaction (CSAT) / Net Promoter Score (NPS) Upsell and Cross-sell Revenue Product Adoption and Usage Metrics Customer Engagement and Health Scores Account Growth and Expansion Revenue

Preferred Qualifications

Experience working in fast-paced, high-growth Saa S environments Familiarity with data analysis tools and reporting dashboards Experience managing mid-market or enterprise-level accounts Understanding of subscription-based business models Prior experience collaborating with cross-functional teams (product, engineering, support, sales)