Position Summary
The Account Manager is responsible for owning the full post-sale lifecycle for a set of customers from the moment they sign through their renewal. This role blends onboarding ownership with long-term account management. You will guide customers through setup, launch, early adoption, and ongoing success, ensuring they achieve fast time-to-value and remain successful and retained customers.
You will run structured onboarding for the first 60 days, then continue as the primary relationship manager responsible for adoption, sentiment, value realization, renewal readiness, and churn prevention. You will identify risks early, build multi-threaded relationships, run health reviews, and execute a consistent renewal playbook. This is a hands-on role for someone who loves helping customers win, shaping process, and driving measurable retention outcomes.
Key Responsibilities
Customer Onboarding Ownership (First 60 Days)
- Act as the single-threaded owner for every new customer during onboarding. Run kickoff calls, define success criteria, align on use cases, and ensure a clean sales-to-onboarding handoff.
- Guide customers through setup, integrations, configuration, and go-live. Manage timelines, remove blockers, and keep customers moving to activation.
- Teach users how to use Zocks with live trainings, walkthroughs, and simple enablement content.
- Ensure a smooth post-onboarding transition while staying on as the ongoing account owner.
Adoption and Value Realization
- Drive user activation and usage across key product features.
- Monitor customer engagement signals including meeting volume, utilization, integration completion, and workflow setup.
- Run scheduled check-ins to reinforce value, highlight wins, and review progress.
- Build repeatable playbooks for increasing adoption and correcting early usage gaps.
- Partner with Product and RevOps to share insights on customer needs and feature impact.
Churn Prevention and Account Health
- Own Gross ARR Retention and renewal outcomes for your book of business.
- Maintain clear visibility into account health using dashboards, health scores, and engagement metrics.
- Identify churn risks early and execute save plays including sentiment resets, retraining, and workflow redesign.
- Document risks and escalate where necessary with clear recommended actions.
- Ensure ongoing alignment with customer goals and continuously reinforce ROI.
Renewal Management (120 days leading up to renewal)
- Own renewal preparation, forecasting accuracy, and timely execution.
- Run structured renewal processes including usage reviews, performance summaries, and value recap meetings.
- Confirm contract terms, seat counts, and pricing ahead of renewal cycles.
- Manage renewal negotiations directly with customers and ensure renewal approval happens on time.
- Maintain renewal documentation in Salesforce with clean, complete data.
Cross-Functional Alignment
- Partner with Sales to ensure a smooth handoff at contract signature and clarity on success outcomes.
- Work with Product on implementation feedback, customer asks, and adoption blockers.
- Collaborate with RevOps to improve onboarding and retention reporting, health scoring, and automation.
- Work with Support for escalations and ensure customers understand engagement paths after onboarding.
Operational Excellence
- Document customer configurations, onboarding progress, known risks, and adoption milestones.
- Update onboarding and renewal playbooks based on learnings and patterns from your accounts.
- Identify opportunities for automation or simplification in workflows, templates, and customer communication.
- Own accuracy and upkeep of notes, tasks, and renewal data across Salesforce and internal tools.
Key Performance Indicators (KPIs)
Onboarding
- Time-to-value
- Activation and usage rates in first 60 days
- Onboarding completion within target window
- Customer sentiment at onboarding completion
Post Onboarding
- Gross Revenue Retention across your book ARR
- Logo Renewal rate and on-time renewals
- Usage and adoption metrics
- Frequency of proactive customer touchpoints
- Accurate forecasting and CRM hygiene
Qualifications
- 2 to 5 plus years in Account Management, Customer Success, or Onboarding at a B2B SaaS company.
- Proven success driving fast time-to-value and strong renewals.
- Strong communication skills and confidence leading customer-facing calls.
- Comfortable working across Sales, Product, Engineering, Support, and RevOps.
- High technical curiosity with willingness to learn product workflows and integrations.
- Highly organized with strong operational discipline and attention to detail.
- Ability to manage multiple accounts at once and keep customers moving without friction.
Preferred Experience
- Experience in wealth-tech, fintech, or regulated SaaS.
- Background in onboarding or implementations with integrations and configuration steps.
- Familiarity with Salesforce and SalesLoft.
- Experience with health scoring, renewal processes, and churn prevention frameworks.
