Customer Account Manager (FluentStream)

Ooma, Inc. empowers people to connect in smarter ways through their cloud-based communication platform. The Customer Account Manager is responsible for managing a high-volume portfolio of small-to-mid-sized business customers, executing renewals, providing support, and ensuring customer satisfaction with FluentStream solutions.

Responsibilities:

• Own a high-volume portfolio of smaller business accounts, serving as the primary point of contact for day-to-day account needs and inquiries
• Prepare and present renewal quotes, respond to customer questions, and route agreements through DocuSign and the appropriate approval workflows
• Identify, document, and escalate at-risk accounts in Salesforce, coordinating with internal teams to execute save motions and address churn risks promptly
• Respond to inbound customer concerns, account changes, and service-related issues in a timely manner, partnering with Support to drive resolution
• Maintain regular, consistent contact with customers—reinforcing the value of their FluentStream services, addressing concerns, and keeping them informed and confident
• Guide customers on product best practices and feature adoption, helping them use their solutions more effectively and reduce reliance on reactive support
• Maintain accurate, up-to-date records of customer interactions, account health, renewal activity, and pipeline data—ensuring information is current and accessible to the broader team
• Partner with Support, Sales, and Growth teams to ensure customers receive timely assistance and a seamless experience
• Flag potential upsell or expansion opportunities and coordinate with the appropriate internal team to support customer growth
• Utilizing AI tools to find opportunities for process improvements and automation

Requirements:

• 0–2 years of experience in customer success, account management, or a customer-facing support or coordination role
• Strong organizational skills with the ability to manage a high volume of accounts with growing independence
• Clear and professional written and verbal communication skills
• Ability to identify and address common challenges using analytical thinking and established processes
• Familiarity with CRM platforms (Salesforce preferred) and standard business communication tools
• Genuine curiosity, openness to feedback, and a drive to grow professionally
• Experience in telecommunications or UCaaS is a plus, but not required