Account Manager

Account Manager – Customer Onboarding & Growth

About Illumine

Illumine is a childcare management platform that helps early learning and childcare providers simplify operations, engage families, and deliver better experiences. We are looking for an Account Manager who will help customers succeed from onboarding through long-term growth.

About the role

You will own a portfolio of customers and serve as their trusted point of contact. You will lead onboarding, build strong relationships, drive product adoption, support retention, and identify opportunities to expand each account. This is a remote role that requires regular availability during U.S. Central Time business hours.

Key responsibilities

• Lead new-customer onboarding, including kickoff calls, implementation planning, training, and go-live coordination.

• Build trusted relationships with childcare center owners, directors, administrators, and other stakeholders.

• Understand each customer’s goals and recommend workflows and Illumine features that help them achieve measurable outcomes.

• Drive product adoption through proactive check-ins, training sessions, and ongoing account reviews.

• Monitor account health, address risks early, and coordinate with support and product teams to resolve issues.

• Own renewals and support customer retention by demonstrating continued value.

• Identify and close upsell and cross-sell opportunities, including additional locations, modules, and services.

• Maintain accurate customer notes, follow-ups, pipeline updates, and forecasts in the CRM.

• Represent customer feedback internally and collaborate across Sales, Support, Product, and Finance.

• Track and report performance against onboarding, adoption, retention, renewal, and expansion targets.

What we’re looking for

• 2+ years of experience in account management, customer success, client onboarding, SaaS, or a related customer-facing role.

• Strong relationship-building, communication, presentation, and negotiation skills.

• Experience managing multiple accounts and priorities with consistent follow-through.

• A consultative, commercially minded approach with confidence discussing renewals and expansion opportunities.

• Comfort learning software quickly and guiding customers through change.

• Strong problem-solving skills and the ability to work independently in a remote environment.

• Proficiency with CRM and customer communication tools.

• Availability to work hours aligned with the U.S. Central Time zone.

Nice to have

• Experience with B2B SaaS, education technology, childcare, preschool, or multi-location businesses.

• Experience owning revenue retention, renewals, upsells, or cross-sells.

• Familiarity with onboarding and customer health metrics.

Success in this role

You will be successful when customers launch smoothly, adopt Illumine deeply, see clear value, renew confidently, and expand their partnership with us.

Illumine is an equal-opportunity employer. We welcome applicants from all backgrounds and evaluate candidates based on their skills, experience, and potential.

Work Location: Remote