Account Manager - Sales

Caselle, Inc. is a company that builds software for local governments, providing ERP and payments solutions. The Account Manager will manage a portfolio of approximately 200 local-government customers, focusing on customer retention and revenue growth through proactive engagement and expansion selling.

Responsibilities:

• Own your book. Serve as the primary point of contact for approximately 200 accounts across the full relationship
• Touch every account, every quarter. Reach every customer in your book each quarter, rotating to a new contact, so customers hear from you before they need to call
• Lead QBRs. Conduct quarterly business reviews with your top-tier accounts - Tier 1 quarterly, Tier 2 semi-annual
• Grow the book. Drive upsell and cross-sell across the Caselle and Govineer product line - cloud hosting, online payments (Community Connect), modular add-ons, and services - to hit an expansion quota
• Deliver price increases. Carry discount reductions and rate increases to customers with clear, customer-ready justification
• Protect the base. Identify at-risk accounts early using the book health score and lead the save well before a renewal is in question
• Partner across the org chart. Work with city clerks, treasurers, finance directors, and city managers to align on their evolving needs and priorities
• Negotiate and close. Own contracts and agreements that maximize recurring revenue
• Advocate and escalate. Triage customer issues, escalate cleanly to support, and follow through to resolution
• Show up in person. Attend regional conferences and user forums, and complete approximately six onsite customer visits per year
• Keep the system clean. Maintain accurate account records, contact lists, activity, and pipeline in HubSpot

Requirements:

• Three or more years in account management, customer success, or expansion sales - ideally B2B SaaS or vertical software
• A track record of carrying and hitting a revenue or retention number
• Comfort having direct commercial conversations, including price increases, without damaging the relationship
• Strong organization across a large book, with genuine CRM discipline
• Customer empathy - you treat retention as a relationship, not a renewal date
• Proactive and self-directed, with a track record of working effectively remotely
• Strong communication skills, and the judgment to tailor your approach across very different municipal roles
• Five or more years in govtech, public sector, ERP, or payments
• Working knowledge of how local government actually operates - budget cycles, councils, procurement, and the pressures your customers are under
• Genuine interest in supporting small-town America and helping communities modernize