Remote: Hybrid

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 solid, long-term relationships with key stakeholders across assigned accountsServe as the primary point of contact for customer communication and account-related needsUnderstand each customer’s business goals, challenges, and success criteriaBuild trust and position yourself as a strategic partner and advisorOnboarding & Product AdoptionGuide new and existing customers through onboarding and implementation processesEnsure smooth product adoption and help customers realize value quicklyEducate customers on product features, best practices, and new releasesDrive consistent and meaningful product usage across accountsCustomer Success & RetentionMonitor customer health, engagement, and satisfaction levelsIdentify risks of churn early and proactively take corrective actionConduct regular check-ins, business reviews, and success planning sessionsEnsure customers are consistently achieving desired outcomesAccount Growth (Upsell & Cross-Sell)Identify opportunities for upselling and cross-selling additional features or productsCollaborate with sales teams (if applicable) to expand account valueProactively propose solutions that align with customer needs and growth plansIncrease Net Revenue Retention (NRR) through account expansionIssue Resolution & CollaborationAct as an escalation point for customer issues and coordinate resolution with support and product teamsAdvocate for customer needs internally and ensure timely resolution of concernsWork closely with product,



engineering, and support teams to improve the customer experienceAccount Strategy & PlanningDevelop and maintain strategic account plans for each customerSet clear goals for retention, growth, and engagement for each accountTrack account performance and adjust strategies as neededIdentify key milestones and success metrics for customer relationshipsReporting & CRM ManagementMaintain accurate and up-to-date records in CRM systems (e.g., Salesforce, HubSpot)Track all customer interactions, activities, and account statusProvide regular reporting on account health, risks, and growth opportunitiesUse data to guide decision-making and account strategyRequired Skills & Qualifications3–5+ years of experience in SaaS account management, customer success, or a similar client-facing roleProven ability to manage and grow customer relationships in a B2B SaaS environmentStrong communication, presentation, and interpersonal skillsExcellent relationship-building and stakeholder management abilitiesExperience with CRM and customer success toolsAbility to analyze customer data, usage trends, and performance metricsStrong problem-solving skills and ability to handle escalations effectivelyCustomer-first mindset with a focus on delivering value and outcomesHighly organized, with the ability to manage multiple accounts simultaneouslyKey Metrics (KPIs)Customer Retention RateNet Revenue Retention (NRR)Churn Rate (logo and revenue churn)Customer Satisfaction (CSAT) / Net Promoter Score (NPS)Upsell and Cross-sell RevenueProduct Adoption and Usage MetricsCustomer Engagement and Health ScoresAccount Growth and Expansion RevenuePreferred QualificationsExperience working in fast-paced, high-growth SaaS environmentsFamiliarity with data analysis tools and reporting dashboardsExperience managing mid-market or enterprise-level accountsUnderstanding of subscription-based business modelsPrior experience collaborating with cross-functional teams (product, engineering, support, sales)

📌 100% Remote SaaS Account Manager (Prayagraj)
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