Account Manager (SMB)

• 2-4 years in Customer Success or Account Management in B2B SaaS.
• Experience working within or alongside a scaled CS motion - large-volume portfolios, digital programs, or automated campaigns (you don't need to have built the system, but you need to have operated inside one).
• Commercial track record: you've owned renewals and had real upsell and expansion conversations, not just flagged opportunities.
• Proactive, ownership-driven mindset: you spot problems before customers raise tickets and act without waiting to be asked.
• Proficiency in Spanish and English.

• You've built playbooks, onboarding sequences, or CS processes from scratch
• Experience with outreach campaigns or marketing automation tools
• Comfortable engaging technical buyers in a commercial context
• You've used AI tools to work faster - and you're curious about doing more of it

We're hiring an Account Manager to own the retention and expansion of a large portfolio of customers. You'll design and run programs that serve hundreds of accounts efficiently, step in for high-stakes moments, and use AI tooling to automate repetitive tasks to free up time for high value customer facing interactions.

You'll work closely with Customer Success, Product, Marketing, and Sales: feeding churn patterns and activation gaps back into team playbooks, translating customer signals into actionable product input, co-developing campaigns with Marketing that are timed to where customers actually are and closing the loop with Sales to refine our GTM strategy.

This is an early team. You won't inherit a playbook, you'll write one, and the teams above will be part of how you do it.

• Manage a large portfolio of B2B SaaS accounts through digital-first, programmatic touch points that drive activation, adoption, and expansion.
• Design and execute one-to-many programs - email campaigns, webinars, office hours, automated sequences - that reach customers at scale without losing quality.
• Identify when strategic, human intervention is needed (activation, risk, renewal, expansion) and step in decisively.
• Own renewals and lead upsell and cross-sell conversations across your book.
• Run QBRs with key accounts to uncover growth potential and reinforce value.
• Collaborate with Sales on handoffs, co-develop account plans, and ensure seamless transitions from new to renewing.
• Build activation sequences, expansion playbooks, and engagement templates that work across a diverse customer base.
• Automate repetitive touch points so your time is spent where it actually moves the needle.
• Share what's working across the CS team - improving everyone's efficiency, not just your own.
• Keep CRM data and renewal timelines accurate and actionable.
• Channel customer insights back to Product: aggregate signals from your programs, not just individual calls.
• Work cross-functionally with internal teams to unblock customers and close gaps.