Senior Account Manager

Who you are

• 5+ years of experience as an Account Manager or Customer Success Manager for SaaS products
• 3+ years of experience working within SaaS
• Proven track record of working in a customer-facing role
• Excellent English language skills
• Strong communication skills, both written and verbal, to effectively understand and communicate customer expectations
• Customer-oriented: genuine interest in the customer’s business and in what the customer communicates, needs, and expects
• Problem-solving: ability to clearly define and deliver technical solutions that drive customer satisfaction and business results
• Interpersonal intelligence: ability to read between the lines and to ask difficult or uncomfortable questions to customers
• Influence: the ability to map customers’ internal political environment and to positively influence the decision-making process
• Data analysis: ability to understand and interpret data with a focus on generating insights
• Results-oriented: ability to understand the goal, remain motivated, and consistently keep focusing on the outcome, no matter the obstacles
• High technical aptitude and overall understanding of technology
• Experience with CRM is a plus - preferably Salesforce

What the job involves

• We are hiring an Senior Account Manager to grow revenue within its existing customer base and new accounts.
• The role covers the full account lifecycle, building relationships with business owners, onboarding and educating customers, and creating account plans to expand Loadsmart's footprint.
• The Senior Account Manager owns a customer portfolio end-to-end: onboarding, enablement, growth, renewals, and cross-selling the flagship product stack, with a focus on delivering a strong customer experience throughout
• Own full-cycle post-sales activities:onboarding, enablement and adoption, product demonstrations, and renewals, ensuring every customer is set up for success from day one
• Serve as the point person to identify, prioritize, and close expansion opportunities (upsell and cross-sell) across new and existing accounts, and negotiate contract terms on SaaS renewals
• Build a comprehensive account plan that ties value justification, benchmarking, and ROI data to each customer's priorities and hurdles, driving decisions that support revenue target delivery and growth
• Establish a structured engagement cadence: regular check-ins, QBRs/EBRs, and executive touchpoints that reviews adoption and success metrics, aligns on strategic priorities, and sets clear action plans for the next quarter
• Build trusted, multi-threaded relationships across the customer organization, from day-to-day users to senior executives and economic buyers, reducing single-threaded risk and expanding adoption
• Stay closely attuned to each account's strategic growth plans, technology strategy, and competitive landscape, tracking public information and industry trends that could impact the customer
• Proactively surface customer needs, risks, and opportunities through ongoing engagement, partnering cross-functionally to drive resolution of account issues (billing, support, product, and other departments)
• Gather customer feedback through structured interviews and surveys, and continuously deepen product expertise to serve as a subject matter expert

Benefits

• Parental leave: The primary caregiver is able to take three months of fully paid leave and one additionally month of working half days for a total of four months of leave
• Copany Equity: Ever wanted to have a stake in a company? Upon hire, Loadsmart employees are granted options that vest over a four-year period
• Team Building Events: Enjoy local company sponsored events to meet and network with fellow Loadies: from hackathons to local meetups, we love collaborating while having fun
• Healthcare: We offer competitive medical, dental, and vision coverage for you and your family
• Claim Advocacy with MMA: Expert advocacy and guidance on benefits and claims
• HSA/FSA: You can use pre-tax dollars to pay for healthcare costs for you and your dependents
• DCFSA: We offer DCFSA to help parents reduce their total taxable income when paying for childcare
• LPFSA: On eligible plans, LPFSA helps pay for vision and dental expenses that are not fully covered by your insurance
• Life and AD&D Insurance: Loadsmart provides both Life and Accidental Death and Dismemberment insurance at no cost yo you with the options to increase coverage at your own expense
• Short Term/Long Term Disability Insurance: Loadsmart provides short and log-term disability coverage at no cost to you
• FLexibe PTO?Holiday: Enjoy paid time off without a limit, with manager approval and national holidays of your location
• 401K wwith Match: We support our employees' retirement goals by offering a per pay period match to our Traditional and Roth 401K plans
• 401K with Match: We support our employees' retirement goals by offering a per pay period match to our Traditional and Roth 401K plans