Job Summary

The Accounts Manager is responsible for ensuring the successful onboarding, retention, and overall satisfaction of assigned customer accounts. This role serves as the primary point of contact for clients after contract signing, coordinating with internal teams to ensure smooth implementation, issue resolution, software customization, and billing support. The Accounts Manager is also responsible for monitoring account health, reducing customer churn, and tracking performance metrics related to account management activities.

Key Responsibilities

Customer Onboarding & Account Management

• Lead and manage the onboarding process for new customers, ensuring timely and successful implementation of the SaaS platform.

• Act as the primary relationship manager for assigned accounts and maintain regular communication with customers.

• Monitor customer adoption, engagement, and overall account health.

• Conduct periodic account reviews and identify opportunities to improve customer satisfaction and product utilization.

Customer Retention & Churn Management

• Develop and execute strategies to improve customer retention and minimize account churn.

• Identify at-risk accounts and proactively implement recovery or retention plans.

• Gather customer feedback and collaborate with internal teams to address concerns and improve customer experience.

Issue Management & Resolution

• Track, manage, and coordinate the resolution of customer-reported issues and requests.

• Ensure timely follow-up and communication with customers regarding issue status and resolution.

• Escalate critical concerns when necessary and drive issues to completion.

Technical & Customization Coordination

• Coordinate with the Technical Operations team regarding system issues, enhancements, integrations, and software customizations.

• Gather, document, and validate customer requirements for customization requests.

• Monitor the progress of customization projects and ensure customer expectations are properly managed.

Performance Monitoring & Reporting

• Track and analyze key account management and onboarding metrics.

• Monitor Account Executive performance indicators related to onboarding completion, customer adoption, retention, and customer satisfaction.

• Prepare periodic reports and recommendations for management.

Billing & Administrative Coordination

• Coordinate with the Billing and Finance teams regarding customer invoices, billing concerns, and payment-related inquiries.

• Ensure customer account information is accurate and up to date.

• Assist in account renewals, contract updates, and related administrative activities.

Job Requirements

Education

• Bachelor’s degree in Business Administration, Marketing, Information Technology, Management, or a related field.

Experience

• At least 3 years of experience in Account Management, Customer Success, Client Services, Project Management, or a related role.

• Experience in a SaaS, software, technology, or business solutions company is preferred.

• Proven experience managing customer onboarding and long-term client relationships.

Skills & Competencies

• Excellent communication, presentation, and interpersonal skills.

• Strong customer service and relationship management abilities.

• Strong organizational and project coordination skills.

• Ability to manage multiple accounts and priorities simultaneously.

• Analytical mindset with experience tracking and interpreting performance metrics.

• Strong problem-solving and conflict-resolution skills.

• Ability to coordinate effectively with technical and non-technical teams.

• Proficient in Microsoft Office, Google Workspace, CRM systems, and ticketing platforms.

Preferred Qualifications

• Experience with customer success, account retention, or churn reduction initiatives.

• Familiarity with software implementation, SaaS onboarding, and business process automation solutions.

• Experience working with cross-functional teams including Technical Operations, Support, Sales, and Finance departments.