Account Manager (CSM)

Company Overview

Our company is a fast-growing SaaS provider that builds a cutting-edge, AI-driven revenue engine designed to help businesses automate lead engagement, streamline outreach, and drive predictable conversions. Our intelligent platform automatically engages, qualifies, and sets booked appointments for sales teams, backed by advanced data enrichment tools. The company operates as a remote-first, collaborative team that moves fast, works hard, and lives by four core values: We Care, We're Committed, We're Competent, and We're Curiously Obsessive.

Mission

​We're looking for an Account Manager (CSM) to ensure every client achieves real, measurable success with our platform by serving as a trusted advisor, implementation guide, and a strategic partner so they stay longer, grow faster, and advocate louder for our product. Day-to-day you'll lead onboarding and implementation, monitor account health, proactively coach clients on best practices, troubleshoot issues, and collaborate with sales and product to expand usage and improve the product experience. If you enjoy being highly organized, data-driven, resilient in a fast-paced environment, and curiously obsessive about client outcomes — you'll feel right at home.

Key Responsibilities

Your daily tasks will vary, giving you room to learn, grow, and strengthen your skills while supporting the team with excellence.

• ​Lead onboarding, product implementation, and develop implementation strategies for new product rollouts.
• ​Serve as the primary point of contact for assigned accounts, build strong client relationships, and expertly manage client expectations and account growth.
• ​Monitor account health, usage patterns, and client engagement to proactively identify risk, opportunity, and track at-risk accounts.
• ​Conduct client optimization training and coach clients on how to use the platform and internal agents to reach their goals and hit adoption milestones within the first 60 days.
• ​Troubleshoot technical issues and coordinate escalations with CX support and development teams within a dedicated team pod.
• ​Hold monthly 1:1 strategy check-ins with clients to review progress, metrics, and plan next steps to drive overall account strategy.
• ​Track key metrics (adoption, usage, response rate, lead-to-CTA, lead-to-book rates, and 90-day retention) and report trends regularly.
• ​Respond to client questions and escalations within SLA (e.g., 1 business day) and respond to messages within 2 hours during business hours.
• ​Attend daily CX stand-up meetings during standard business hours and participate in weekly team syncs.
• ​Run client onboarding or adoption calls and submit weekly updates and progress reports on client account health and risk flags.
• ​Recommend and document upsell or expansion opportunities based on usage, client goals, and additional product cross-selling.
• ​Collaborate with sales and product teams to surface client feedback and help prioritize product improvements.
• ​Participate in quarterly OKR planning and help the team achieve retention and expansion targets.
• ​Maintain high NPS across active accounts (keeping net promoter scores above 8 out of 10) and support quarterly revenue bonus targets through retention and upsell efforts.

Qualifications

• Years of Experience: 2–4+ years in account management or customer success where you successfully managed client relationships and driven account growth
• ​CRM & Automation Tools: HubSpot, GHL, Zapier, CRMs (Full proficiency is not required; you will gain deeper, hands-on experience on the job)
• ​Softwares Used: Zapier, HubSpot, GHL, Slack, ClickUp, CRM platforms and automation platforms
• ​Industry Knowledge Required: SaaS, customer success, marketing or sales automation, and a solid technical aptitude with an understanding of tech/AI concepts
• ​Specific Gender: No preference

Skills & Competencies

• Excellent written and verbal communication, interpersonal skills, and strong people management abilities
• ​Highly proactive, organized, and detail-oriented with excellent organizational abilities
• ​Strategic thinker who can guide clients, not just support them, helping them deploy automated processes effectively and drive high-level strategy
• ​Ownership mindset with strong follow-through and a self-starter bias for action
• ​Data-driven: able to analyze metrics, spot trends, plan next steps, and report accordingly
• ​Comfort with technical troubleshooting and coordinating across teams
• ​High professional resilience: thrives in a demanding, fast-paced client environment and is highly comfortable with a direct, blunt, and no-nonsense communication style
• ​Time management and responsiveness during business hours

Technical Requirements

• Own PC or laptop
• Reliable internet connection (wired connection recommended)
• Noise-cancelling headset and a quiet, professional workspace
• Ability to use and access Slack, ClickUp, HubSpot/GHL, Zapier, and other CRM/automation tools
• Availability to attend daily standups and calls during the company's business hours

Position Description

• Working Hours: 8 hours, from 5:00 PM till 1:00 AM Beirut Time (10:00 AM till 6:00 PM EST) — must be resilient and prepared to work hard in a demanding, direct, and high-impact role
• Working Days: 5 days a week
• Days Off: Saturday and Sunday
• Work Location: Fully-remote, you can work from anywhere
• PTO (Paid Time Off): Both Lebanese National Holidays (14 days/year) and Standard US employee paid holidays will be observed
• Salary Range: $2,300 - $2,800