[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. Quavo is the industry leader in fraud and disputes management technology, and they are seeking an Account Manager to manage a portfolio of mid-market to large clients. The role involves building trusted relationships, identifying growth opportunities, and ensuring client satisfaction with the Quavo platform.

Responsibilities

• Own a defined portfolios of mid-market and large clients, serving as the primary point of contact throughout the client lifecycle
• Build and maintain trust-based relationships with operational managers, product owners, and key decision-makers within client organizations
• Conduct regular cadence calls, business reviews, and strategy sessions to align on goals, surface risks, and demonstrate ongoing value
• Identify and pursue expansion and upsell opportunities within your portfolio, owning the full expansion sales cycle from discovery through close
• Monitor account health indicators (usage, support trends, sentiment) and proactively intervene before issues escalate
• Drive net revenue retention by minimizing churn and positioning clients for long-term success on the Quavo platform
• Develop success plans that map client goals to Quavo capabilities, creating clear roadmaps for product adoption and expansion
• Track and report on expansion pipeline, renewal forecasts, and account health metrics to leadership on a regular basis
• Develop working knowledge of the Quavo platform to guide clients on configuration, best practices, and optimal product utilization
• Partner with the Marketing team to generate referrals and case study opportunities from satisfied clients
• Maintain accurate client records, opportunity tracking, and health documentation in CRM tools
• Provide account scorecards and sentiment summaries to leadership, surfacing insights and flagging accounts that need additional attention
• Resolve or escalate client issues within defined SLAs, ensuring timely communication and follow-through
• Contribute to internal knowledge sharing by documenting common client challenges, solution patterns, and escalation outcomes

Skills

• 3+ years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services environment
• Demonstrated ability to manage a portfolio of clients with ownership of both retention and growth outcomes
• Track record of building productive relationships with operational, mid-level and executive stakeholders at client organizations
• Comfortable running discovery conversations, Business Reviews and owning expansion opportunities end-to-end, including negotiation and close
• Strong written and verbal communication skills; confident presenting to groups of executive and C-level stakeholders
• Organized and self-directed; able to manage multiple clients and competing priorities without close supervision
• Ability to travel up to 25% of the time (depending on territory)
• Background in SaaS
• Prior experience in a CSM/AM role that carried a formal quota or revenue target
• Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero
• Experience with SFDC and related tools and comfort working with usage data to build account narratives
• Experience with MEDDPICC, or similar enterprise qualification frameworks

Benefits

• Bonus and commission tied to retention and expansion targets

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