Senior Account Manager Remote USA

The Role:  Senior Account Manager
Location:  Remote, USA

The Company

HireBetter’s client is a fast-growing software company on an exciting upward trajectory, actively seeking exceptional individuals to join its close-knit team of innovators as it enters the next phase of growth. Founded in 2012, our client has become the premier platform for managing and operating franchised home services brands. The platform offers a comprehensive CRM solution, providing everything a home services brand needs to succeed.

The Role

We are seeking a dynamic, ambitious, and results-driven Senior Account Manager to lead the strategic management of a portfolio of high-value brands. As the main point of contact for key partnerships, you will work closely with franchisors, brand administrators, business coaches, and internal teams to ensure seamless adoption and success of the ServiceMinder platform.

The Senior Account Manager will oversee and execute high-level strategies for enterprise-level clients, acting as both a project coordinator and a trusted advisor. This role will require excellent time management skills, the ability to handle multiple priorities, and a proactive approach to maintaining long-term, successful client relationships.

The key KPI for this role is client retention and growth. Unlike other B2B SaaS companies, the growth opportunity with existing accounts is immense, and the Senior Account Manager will play a pivotal role in ensuring both retention and expansion.

An essential component of this role is executive presence. You will be expected to navigate and manage high-level conversations with the executive teams at the client organizations you own, ensuring that you are seen as a strategic advisor, trusted partner, and resource for growth.

Responsibilities

Client Relationship & Strategy:

• Serve as the main point of contact for key brand accounts, fostering long-term, trusted relationships.
• Work closely with franchisors and franchisees to align their goals with ServiceMinder’s capabilities, providing strategic recommendations for growth and platform adoption.
• Host regular meetings (weekly/bi-weekly/monthly/quarterly) with brand teams to ensure continued success and address any concerns post-onboarding.
• Host Quarterly Business Reviews with Brand Executives to help track the success of the partnership, identify areas for improvement, and guide future strategy.

Client Training & Support:

• Lead training sessions and provide ongoing support to ensure clients are fully utilizing ServiceMinder’s features and maximizing its value.
• Assist struggling clients with tailored strategies and additional training as needed.
• Develop and refine customer success strategies and best practices, creating content and resources to improve client engagement.

Project Coordination & Problem-Solving:

• Coordinate high-level initiatives and major projects within assigned brand accounts, ensuring timely and successful execution.
• Work closely with cross-functional teams (Product, Sales, and Technical) to troubleshoot issues, implement new features, and continuously improve the client experience.

Reporting & Analytics:

• Create and maintain reports on client engagement, issues, and ticket trends via ZenDesk, providing insights to internal teams and clients.
• Define, track, and improve the right Account Management KPIs that tie back to broader business objectives, particularly focusing on client retention, expansion, and growth.

Travel & Networking:

• Attend in-person workshops, conferences, and client events across North America to build relationships and provide hands-on support.

Cross-Department Collaboration:

• Partner with internal teams, including Product, Sales, and Technical teams, to provide comprehensive support and ensure a seamless client experience.

Qualifications

Experience:

• 5+ years of experience in account management, customer success, or sales within a SaaS environment, with a proven track record of managing enterprise-level accounts and driving client retention and growth.
• Previous experience in the home services or franchise industries is highly preferred.

Skills:

• Strong ability to manage multiple, high-priority accounts and lead complex projects.
• Excellent communication skills, both verbal and written, with the ability to influence and present to senior stakeholders and executives.
• Demonstrated experience in strategic planning, problem-solving, and relationship building.
• Solid understanding of web and app-based platforms, with the ability to quickly adapt to new software.

Personal Attributes:

• Proactive, detail-oriented, and results-driven.
• Confident and self-motivated with the ability to work independently and within a team.
• Strong multitasker who can adjust priorities quickly in a fast-paced environment.

Additional Requirements:

• Ability to travel across North America as needed.
• Experience with CRM systems (e.g., Salesforce) and ticketing tools (e.g., ZenDesk) is a plus.

To Apply

Interested candidates should apply through the HireBetter website at jobs.hirebetter.com. Qualified applicants will be responded to as quickly as possible.

Please note: Applicants for employment in the U.S. must possess work authorization that does not require sponsorship for a visa now or in the future.

Tagged as: Senior Account Manager