Localization Account Manager

Role Overview

• Own a portfolio of strategic accounts, building trusted relationships with both executive stakeholders and day-to-day users.
• Act as a strategic advisor by aligning customer goals with product capabilities to drive measurable business outcomes.
• Conduct regular check-ins, QBRs, and strategic planning sessions to reinforce value and maintain alignment with evolving customer needs.
• Monitor account health metrics (e.g., engagement, usage, NPS) and take proactive, data-driven actions to reduce risk and improve satisfaction.
• Own renewal and expansion targets within your book of business.
• Carries a quarterly retention and expansion goals aligned to departmental targets.
• Own the full customer lifecycle post-sale, including adoption, retention, renewal, and expansion.
• Identify and execute upsell, cross-sell, and expansion opportunities through strategic account planning and needs discovery.
• Build strategic relationships to enable cross selling within an organization
• Develop a deep understanding of client accounts to identify growth opportunities and drive expansion through strategic, consultative account planning.
• Drive renewals by demonstrating value, identifying upsell opportunities, and minimizing churn risks.
• Proactively manage customer relationships to ensure satisfaction, minimize churn, and drive long-term retention through consistent engagement and value delivery.
• Contribute to evolving the Customer Success playbook by sharing best practices, process improvements, and strategic insights.
• Serve as the voice of the customer by collecting insights and feedback to inform Product, Marketing, and Support roadmaps.
• Support the creation of customer success stories, case studies, and user groups to showcase impact and foster community.
• Collaborate cross-functionally to improve the end-to-end customer experience and surface opportunities for platform enhancements.
• Lead onboarding for new customers, ensuring successful implementation, early engagement, and a smooth handoff from Sales.
• Collaborate with Support and Product teams to resolve issues early and ensure customers realize initial value quickly.
• Conduct training sessions, webinars, and enablement initiatives to promote self-sufficiency and drive product stickiness.

Requirements

• 3+ years of experience in a Customer Success, Account Management, or Client Partner role within a B2B SaaS environment
• Proven ability to own and grow revenue from existing customer accounts through cross-selling, upselling, and partnership development
• Excellent communication and executive presence; comfortable engaging C-level stakeholders
• Strong technical fluency and ability to translate product value to business outcomes (HTML/CSS/JavaScript familiarity is a plus)
• Highly organized, metrics-driven, and able to manage multiple priorities independently in a fast-paced environment
• Brings a disciplined approach to CRM hygiene and leverages tools like HubSpot to track key performance metrics, maintain accurate customer data, and support reporting workflows that enable data-driven decision-making
• A proactive mindset with a bias toward action, you don’t wait for issues to escalate; you anticipate customer needs, address risks early, and work cross-functionally to ensure long-term success and satisfaction
• A genuine team player mindset, fostering collaboration, empathy, and accountability across departments.
• Proactively shares knowledge, supports peers, and contributes to a unified approach that drives customer satisfaction, renewals, and growth
• A strategic mindset with the ability to identify and nurture partnerships such as integrations, co-marketing initiatives, and referral programs that deliver mutual value and drive business growth.

Benefits

• Competitive salary
• 401(k) plan + 4% matching
• 100% company-paid health, dental, and vision insurance
• Company-paid life insurance and AD&D insurance
• Work anywhere in North America (we are 100% remote)
• New Macbook (or computer of your choice)
• Monthly stipend for home internet costs
• Generous PTO package