Customer Success Account Manager

Customer Success Account Manager

This role offers an exciting opportunity to engage directly with SMB customers and help them unlock maximum value from industry-leading creativity and productivity solutions. You will act as a trusted advisor, building strong relationships with both new and existing clients while driving adoption, expansion, and long-term customer success. Working in a fast-paced, customer-centric environment, you will combine consultative sales skills with a deep understanding of SaaS products to identify growth opportunities. The position requires a balance of relationship management, pipeline ownership, and proactive outreach to support upsell and cross-sell initiatives. You will collaborate closely with internal teams, including solution specialists and support functions, to ensure seamless customer experiences. This is a high-impact role where your ability to influence, communicate, and execute directly contributes to revenue growth and customer satisfaction.

Accountabilities:

• Build strong, value-driven relationships with SMB customers across North America, focusing on retention, satisfaction, and expansion opportunities.
• Develop deep knowledge of creativity and productivity product suites to guide meaningful customer conversations centered on value and outcomes.
• Identify, pursue, and close upsell and cross-sell opportunities through proactive outreach via phone and email.
• Manage and convert Marketing Qualified Leads (MQLs) within defined SLAs to support revenue growth targets.
• Analyze customer contracts, usage patterns, and purchasing history to uncover expansion potential.
• Maintain and manage a healthy opportunity pipeline with accurate forecasting and timely updates to stakeholders.
• Collaborate with solution specialists and internal teams to enhance product adoption and resolve subscription-related issues.
• Ensure high-quality documentation and follow-through across all customer interactions and sales activities.

Requirements:

• 3+ years of experience in customer success, account management, or SaaS sales roles, preferably within SMB segments.
• Proven ability to manage a large customer portfolio effectively while maintaining high service quality.
• Strong experience in consultative selling and value-based customer engagement.
• Excellent communication skills, both written and verbal, with the ability to influence stakeholders.
• Strong understanding of SaaS business models and subscription-based services.
• Highly organized with strong attention to detail, pipeline management, and follow-through capabilities.
• Demonstrated ability to learn quickly and adapt to new technologies and product ecosystems.
• Experience in international sales or working with global customer segments is a plus.
• Strong analytical mindset with the ability to identify growth opportunities from customer data.

Benefits:

• Competitive compensation package aligned with industry standards
• Opportunity to work with globally recognized creativity and productivity solutions
• Remote or hybrid flexibility depending on team structure
• Career growth opportunities within a global customer success and sales organization
• Exposure to SMB customers across international markets
• Collaborative, innovation-driven, and inclusive work environment
• Continuous learning and professional development opportunities