Account Manager

Who you are

• We're looking for experienced Account Managers or Customer Success Managers who've owned meaningful books of business in B2B SaaS — not just managed relationships, but driven commercial outcomes
• Hands-on experience in Account Management or Customer Success in B2B SaaS, with a demonstrable track record of hitting retention and expansion targets
• Proven ownership of a book of business independently — you've managed renewals, run save plays, and grown accounts without heavy oversight
• Experience owning customer health metrics: you've built or worked within health score frameworks and used leading indicators to drive proactive action
• Comfortable running Executive Business Reviews and navigating multi-stakeholder accounts up to C-suite
• Highly commercial mindset — you think like a revenue owner, not just a relationship manager
• Data-driven: comfortable in Excel/Sheets, BI dashboards, and CRM reporting to manage your portfolio analytically
• Technical aptitude — you enjoy learning SaaS products deeply and can guide customers to maximise platform value
• Familiarity with CS/AM tooling: HubSpot, Gainsight, Planhat, or similar
• Business fluency in English and Spanish

What the job involves

• Our Account Managers are the business owners of their portfolio.
• This is a quota-carrying role where you will own Customer Retention and Portfolio Expansion.
• You will be a trusted strategic partner to your clients, accountable for their success metrics and the health of your book of business
• This is not a reactive support role. We need someone who runs their portfolio like a business: setting health benchmarks, building save plays before risk surfaces, and consistently translating CloudTalk's capabilities into measurable ROI for clients
• Run regular Executive Business Reviews that tie CloudTalk performance directly to your clients' KPIs. Position yourself as a trusted advisor — not just a vendor contact — and build durable relationships with decision makers and executive stakeholders
• Lead the full renewal cycle across your portfolio — forecast risk, build proactive save strategies, and consistently hit retention targets quarter over quarter. Churn on your accounts should never come as a surprise
• Identify and close organic growth opportunities within your portfolio — whether that's increased seat count, platform adoption, or premium add-ons. You should know your accounts well enough to see expansion plays before clients do
• Build and maintain customer health frameworks for your book of business. Define the leading indicators that matter, track them in HubSpot and your analytics stack, and intervene early — before issues become escalations
• Be the voice of your clients inside CloudTalk. Partner closely with Product, Support, and Customer Engineering to resolve issues, surface feedback, and influence the roadmap — while confidently representing CloudTalk's direction back to your accounts