Account manager- B2B SaaS (Remote)

Account Manager (Customer Success) — Account Audits & Customer Advocacy Location: Remote Hours: Full-time, EST 9:00am–5:00pm Reports to: Customer Success LeadershipRole summaryWe’re hiring an Account Manager to review and audit customer account usage, create clear health and usage reports, troubleshoot customer issues, and serve as an internal customer advocate. You’ll collaborate closely with customers over Zoom and work cross-functionally with Senior CSMs, Product Owners, and the Dev team to drive fast, high-quality resolutions and improve retention.What you’ll doAudit customer accounts regularly (usage, adoption, configuration, workflow integrity, outcomes)Build and deliver account health/usage reports with insights, risks, and recommended next stepsTroubleshoot issues (process + platform) and drive resolution by coordinating with Product/Dev/SupportRun customer calls over Zoom to clarify problems, set expectations, and guide solutionsProactively identify churn risk signals (low usage, stalled adoption, repeated issues, sentiment) and create action plansAct as a customer advocate internally—communicate pain points, themes, and improvement opportunitiesTrack follow-ups and outcomes to ensure issues are closed and customers feel supportedWhat we’re looking for2+ years in Customer Success / Account Management / Technical Support / Implementation (B2B SaaS preferred)Strong analytical mindset: comfortable reviewing usage patterns, drawing conclusions, and creating reportsConfident communicator on Zoom with the ability to explain solutions clearly and calmlySkilled at cross-team coordination and escalation with Product/EngineeringOrganized and reliable: you follow through and keep customers informedComfort troubleshooting software workflows (bonus if you’ve worked with CRM, LOS, or fintech tools)Nice to haveExperience with churn-risk management, customer health scoring, or renewalsFamiliarity with ticketing systems (HubSpot/Zendesk) and task tools (ClickUp/Jira)Basic technical comfort (APIs, logs, browser troubleshooting) even if not a developerSuccess looks likeFaster resolution times and fewer repeat issuesImproved product adoption and customer sentimentReduced churn risk via proactive interventions and clear action plansHow to applySend your resume and a short note describing:A time you diagnosed a customer issue using data/usage signalsHow you coordinated with Product/Dev to resolve itYour availability to work EST 9–5