Required
- 4+ years in a customer-facing role in B2B SaaS, owning complex accounts end-to-end.
- Demonstrated ability to advise customers on business and operational decisions.
- Ability to design structured solutions from ambiguous customer needs (requirements gathering, scoping, defining success criteria).
- Ability to own complex customer relationships end-to-end, including situations where complexity creates friction or risk.
- Comfort managing a portfolio of accounts at once, each with different needs and shifting priorities.
- Able to reprioritize quickly without losing quality or context on any one account.
- Ability to change tasks frequently, for changing customer needs.
- Active use of AI tools as a core part of daily work — maintaining account context, drafting solution documents, researching questions.
- Clear written communication: precise, complete, and defensible.
Customer Relationship Ownership
- Own a portfolio of customer relationships end-to-end, from first engagement through delivery and ongoing success.
- Serve as the trusted advisor for customer outcomes.
- Build deep knowledge of each customer's business, workflows, and goals.
- Maintain a living plan for each account's needs: keep it current, own the risk register, and ensure open items are always visible.
Solution Design
- Translate customer needs into structured solutions with clear intent, context, and a way to measure success.
- Identify and surface risks during solution design.
- Collaborate with other team members often to design and implement the best customer solution.
- Own each solution from initial design through customer sign-off.
Ongoing Account Management
- Monitor active accounts for emerging needs, risks, and lifecycle events.
- Partner with other Worksuite teams on account dependencies.
- Proactively surface changes or updates that affect the customer's account.
- Own the accuracy of account information and configuration; audit regularly and correct before issues surface externally.
AI-Assisted Account Management
- Treat AI tooling as a standard part of account management: use it to maintain intelligence across a complex book of business at a level that would otherwise require a larger team.
Account Growth & Health
- Identify expansion opportunities grounded in the customer's business evolution.
- Monitor account health
- Conduct structured account reviews and renewals
- Competitive salary
- Flexible work arrangements
- Remote work environment
- 14 weeks of paternal & maternal leave
- Unlimited PTO (minimum of 25 days/year)
- Required Mental Health Day each month
