Account Manager
Zuper
Sales & Business Development
United States
Posted on Mar 7, 2025
Role Overview
As Zuper’s first dedicated Account Manager in the United States, you will have a unique opportunity to build and shape our post-go-live customer journey from the ground up. You’ll own the entire life cycle for existing customers—including renewals, churn mitigation, upsell/cross-sell, and customer advocacy. You will collaborate with cross-functional teams (Sales, Marketing, Finance, Revenue Operations, Customer Success, and Product) to deliver proactive, best-in-class support that reflects Zuper’s commitment to innovation, collaboration, and long-term customer success.
This role is ideal for a “builder” who thrives in a fast-paced, growth-oriented environment. You’ll have the autonomy to create and refine processes, programs, and playbooks that drive outstanding outcomes for our customers—and for Zuper’s continued growth.
Key Responsibilities
1. Customer Relationship Management
- Serve as the primary point of contact post-go-live, ensuring customers receive a seamless experience across all Zuper touchpoints.
- Maintain proactive and consistent communication to foster trust, engagement, and loyalty.
- Champion our customers’ success by identifying opportunities for deeper partnership and satisfaction.
2. Renewals & Churn Mitigation
- Develop and execute strategies to drive on-time contract renewals and reduce churn.
- Monitor key customer health indicators and proactively address challenges before they escalate.
- Collaborate with internal teams to troubleshoot issues and implement solutions that demonstrate Zuper’s commitment to customer care.
3. Upsell, Cross-Sell, and Expansion
- Identify opportunities for customers to derive even greater value from Zuper’s solutions.
- Partner with Sales and Product teams to tailor expansions or product enhancements that align with evolving customer needs.
- Position additional services and features that solve real-world problems for our customers and support their growth.
4. References & Reviews
- Develop and maintain customer advocacy programs, partnering with Product Marketing to securing references, testimonials, and online reviews to bolster Zuper’s brand and drive awareness and preference.
- Build processes for regular feedback collection, using insights to refine products and services in collaboration with Product and Marketing teams.
- Celebrate customer successes through case studies, user stories, and customer-led presentations.
5. Cross-Functional Collaboration
- Act as a trusted liaison among Sales, Marketing, Finance, Revenue Operations, Customer Success, and Product to ensure unified customer support.
- Advocate for the voice of the customer within Zuper, ensuring internal teams remain aligned with customer goals and needs.
- Streamline communication and workflows that enable quick resolution of issues and efficient implementation of new strategies.
6. Program Management & Process Development
- Create and own the Account Management Playbook, outlining best practices for renewals, expansions, and building customer advocates.
- Implement programs to manage customer renewals, health tracking, and success milestones.
- Oversee Quarterly Business Reviews (QBRs), spotlighting delivered value and planning for the future with key stakeholders.
7. Customer Health Scoring & Data Analysis
- Develop robust customer health scoring models based on usage data, engagement levels, and key performance indicators (KPIs).
- Leverage analytics to identify at-risk accounts and proactively offer solutions or training.
- Continuously evaluate data to uncover opportunities for improved processes, content, or features.
8. Account Collections & Finance Support
- Collaborate with Finance to ensure smooth collections and address any billing or payment concerns promptly.
- Preemptively identify and resolve potential financial issues that could impact renewals.
9. Product Demonstrations & Training
- Conduct product demos and training sessions that empower customers to maximize the value of Zuper’s solutions.
- Work with Product and Customer Success teams to develop resources and training materials tailored to customer use cases.
10. Negotiation & Contract Management
- Own renewal negotiations, ensuring a positive and mutually beneficial outcome for both Zuper and the customer.
- Collaborate with Legal, Sales, and other stakeholders to finalize contracts and maintain compliance.
Qualifications
- 5+ years of experience in Account Management, Customer Success, or a related role in a SaaS or B2B environment.
- Proven track record in managing complex accounts and driving revenue growth through renewals and upsells.
- Experience collaborating cross-functionally with Sales, Marketing, Finance, and Product teams.
- Strong program management skills with the ability to design and execute scalable processes and playbooks.
- Exceptional communication and relationship-building capabilities, with an aptitude for influencing stakeholders at all levels.
- Analytical mindset: experience in developing/using customer health scoring models and interpreting data-driven insights.
- Proficiency in CRM tools (e.g., Salesforce, HubSpot) and data analysis/reporting platforms.
- Bonus: Prior experience with trades or services businesses, strong product demonstration/training background, and a history of developing customer advocacy programs.
Key Attributes for Success
- Builder’s Mindset: Thrive in creating new programs, processes, and playbooks from scratch.
- Results-Oriented: Laser-focused on renewals, expansions, and overall customer satisfaction.
- Collaboration-Driven: Eager to partner with cross-functional teams to achieve shared goals.
- Customer-Centric: Passionate about cultivating long-term relationships that ensure mutual success.
- Innovative Problem Solver: Able to quickly identify issues and design creative, win-win solutions.
- Adaptable & Resilient: Comfortable navigating a rapidly evolving environment and driving continuous improvement.
ABOUT ZUPER:
Zuper is the most flexible and customizable field service management platform for Field and Remote workforce management. Zuper provides industry-leading integration capabilities and is suitable for use in an on-demand work environment. Built for a global audience and available in 10 languages, Zuper allows you to manage your workforce remotely from any part of the globe. Offering best-in-class integrations with easy-to-deploy, no-code applications providing cost-effective service. Zuper’s is aimed at emerging as the preferred field service management solution globally. We are already the choice for emerging market leaders in North America like IKEA, Vodafone, Sail Internet and more. Zuper’s customers around the world want to offer good service to their customers, and that is what we offer. A testament to this is our existing customers, who execute around 10 million jobs and process over $20M in payments annually. It's not just our customers who speak for us; our marquee investors, including Sequoia Capital, FUSE Ventures, HubSpot Ventures, and Prime Venture Partners, have invested in Zuper and helped us raise $21M in funding.
Headquartered in sunny Seattle, USA, we also have a dedicated team based in Chennai. Zuper has consistently earned the G2 high-performer rating and we are a great place to work, don’t take our word for it; we are officially certified as “A Great Place to Work”. So what are you waiting for? Come aboard and be a part of our friendly, committed, efficient, customer-obsessed team of Zuperheroes.
Why Join Zuper?
- Impactful Work: Shape and define the Account Management function at a growing, mission-driven SaaS company.
- Collaborative Culture: Work alongside a supportive team dedicated to continuous learning and shared success.
- Growth Opportunities: Enjoy ample room to innovate, learn new skills, and advance your career as you help scale our post-go-live strategy.
- Values-Driven Environment: At Zuper, we believe in doing right by our customers, our teams, and our communities.