SMB Account Manager

4 weeks ago

New York, United States Canary Technologies Full time

About the Role

As an Account Manager at Canary Technologies, you'll spearhead efforts to manage renewals and increase customer loyalty within the SMB segment. This role is part of the Customer Success team and is responsible for maximizing revenue retention, driving customer satisfaction, and forging fruitful relationships with our customers. We are growing quickly, and the day-to-day responsibilities will evolve as the company grows.

This opportunity will provide close interaction with senior leaders and founders. Our founders are alums of the Cornell Hotel School, Columbia University, and The University of Pennsylvania- Wharton. They have previously built software companies, and have worked at firms such as Bain & Company, and Starwood Hotels & Resorts.

We are an organization that strongly believes in meritocracy and performance. There is significant opportunity for advancement and growth in this role, both of which are based on performance and talent.

Responsibilities

    • Drive Retention: Actively work to maintain and increase gross retention revenue within the SMB segment by implementing strategies to minimize churn and enhance customer loyalty.
    • Manage Renewals & Minimize Churn: Take charge of the renewals process by identifying at-risk customers early and implementing targeted strategies to retain them. Actively engage with customers considering cancellation to understand their concerns and prevent churn.
    • Identify Expansion Opportunities: Increase net retention revenue by analyzing health metrics and usage patterns to identify and surface opportunities for account expansion.
    • Scale Customer Health Management: Proactively monitor the overall health of our SMB segment and partner with Customer Success Managers (CSMs) to implement scaled customer health management initiatives.
Qualifications
    • BA/BS
    • 2+ years of relevant work experience, preferably in a high-growth startup environment.
    • Strong aptitude for data analysis, with the ability to derive meaningful insights from complex datasets.
    • Excellent verbal and written communication skills, capable of conveying complex ideas effectively to a diverse audience.
    • Proven track record of success in driving renewals and expansion initiatives specifically tailored to the SMB customer segment.
    • Self-starter mentality with a demonstrated ability to initiate and drive projects to completion autonomously.
    • Ability to work collaboratively across teams, building strong relationships with stakeholders and colleagues.
Benefits
    • Health Care Plan
    • Paid Time Off (Vacation, Sick & Public Holidays)
    • Stock Option Plan
    • Flexibility to visit and travel to our offices (SF, Dallas, NYC)

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