Role Overview

The 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 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 recent 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 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
Solid 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 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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