Account Manager, SMB

The Role

As part of Middesk's Account Management team, you'll own and nurture a high-volume book of small-to-medium business (SMB) customers. In this 1-to-many role, you'll manage relationships across roughly 200 accounts, prioritizing your time and focus to deliver maximum impact at scale.

You'll succeed by balancing proactive outreach with smart prioritization—leveraging data to identify risks, expansion opportunities, and moments to add value. By combining relationship management with analytical insight, you'll ensure customers feel supported, retained, and set up for long-term success.

As a trusted advisor, you'll understand your customers' businesses, advocate for their needs, and guide them toward deeper adoption of Middesk's products. You'll work cross-functionally with go-to-market, operations, and product/engineering teams to translate customer insights into improvements that drive growth for both Middesk and our customers.

We follow a hybrid work model, and for this role, there is an expectation of 2 days per week in our NY office. Candidates should be based within a commutable distance, as we believe in the value of in-person collaboration and building strong team connections while also supporting flexibility where possible.

What You'll Do

• Manage a portfolio of ~200 SMB accounts, prioritizing engagement based on customer health, risk, and opportunity.
• Build scalable systems for customer touchpoints while still maintaining trusted relationships with key stakeholders.
• Monitor product usage data and customer signals to identify risks and proactively drive renewals.
• Spot and execute on opportunities to expand adoption, upsell features, and increase customer value.
• Collaborate cross-functionally to surface customer feedback and advocate for product improvements.
• Develop subject-matter expertise in the Know Your Business (KYB) space, enabling you to guide customers on best practices and industry trends.

What We're Looking For

• 1+ year in Account Management or 2+ years in a customer-facing support or success role (B2B SaaS preferred).
• Experience engaging with SMB customers and driving outcomes like retention, adoption, or issue resolution.
• Strong prioritization skills and ability to balance depth with breadth across a high-volume book of business.
• Comfortable using data and metrics to identify risks, uncover opportunities, and inform strategy.
• Excellent communication skills, able to explain technical products in a clear, customer-friendly way.
• Proactive, resourceful, and curious—always looking for new ways to deliver value and improve processes.

Nice to Haves: Experience in financial services, risk management, or B2B compliance.