TeamsWork.In
Website:
teamswork.in
Job details:
Job Overview:
Role OverviewThe SaaS 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 ResponsibilitiesCustomer Relationship ManagementDevelop 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 AdoptionGuide 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 & RetentionMonitor 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 & CollaborationAct 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 & PlanningDevelop 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 ManagementMaintain accurate and up-to-date records in CRM systems (e.g., Salesforce, HubSpot)
- 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+ years of experience in SaaS account management, customer success, or a similar client-facing role
- Proven ability to manage and grow customer relationships in a B2B SaaS 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 QualificationsExperience working in fast-paced, high-growth SaaS 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)
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