Responsibilities
- Serve as the main contact for top-tier clients and manage relationships with the company's most critical accounts.
- Develop a scalable framework for managing, retaining, and expanding key customer relationships.
- Collaborate with customer success leadership and product teams to integrate strategic client feedback into product planning.
- Organize and conduct on-site visits to client locations including farms, construction sites, and transportation operations.
- Manage a portfolio of approximately 300 high-value accounts to ensure retention and growth.
- Train internal teams on best practices for delivering exceptional customer service.
- Gain in-depth knowledge of the platform, core accounting principles, and key industries served such as agriculture, trucking, and construction.
- Observe support and onboarding interactions to build familiarity with product functionality and customer workflows.
- Lead new customer onboarding sessions independently within the first month on the job.
- Utilize Intercom and Linear for communication, tracking account activity, and logging feature requests or technical issues.
- Shadow experienced account managers to learn portfolio management strategies.
- Assume primary responsibility for around 10 new accounts within the first month.
- Begin identifying ways to build scalable customer service processes during the first month.
- Define and implement a structured approach to managing a large volume of customer relationships within three months.
- Leverage AI and analytics tools to monitor customer health and initiate timely outreach.
- Take accountability for retention outcomes within your assigned account portfolio.
- Respond to diverse inquiries involving product functionality and accounting processes.
- Assist new clients with setup and guide existing clients through challenges and product updates.
- Coordinate the first strategic customer visit with a small team, overseeing logistics, communication, and objectives.
- Fully assume ownership of existing strategic accounts and consistently integrate new ones into your portfolio.
- Launch a monthly strategic customer review meeting with internal stakeholders within six months.
- Provide weekly updates on customers at risk and potential expansion opportunities.
- Create standardized processes for monitoring customer milestones and initiating proactive engagement.
- Track and enhance retention performance for strategic accounts.
- Act as the primary internal and external resource for product expertise and customer insights.
Benefits
- Competitive base salary
- Comprehensive health insurance coverage
- 401(k) plan with employer matching contributions
- Flexible paid time off policy
- Adaptable work schedule
- Remote work stipend for home office setup
- Access to workspace in New York City or Denver office
- Monthly wellness allowance
- Annual professional growth and development fund
Work Arrangement
Hybrid — NYC, Denver
Other
- This position requires regular coordination of meetings between key clients and internal team members.
- Ability to travel for in-person customer visits is required.
- The role supports remote work with a stipend or access to office space in NYC or Denver.
