Customer Account Manager

Join our growing team as a Customer Account Manager. In this role, you will be responsible for managing customer onboarding and software implementation projects, providing first-level support to clients, and serving as a primary point of contact during implementation and ongoing usage. You will also monitor customer success metrics, gather and analyze customer feedback, and collaborate with internal teams to improve operational processes.

Responsibilities

• Manage and support customer onboarding and software implementation projects from start to finish, ensuring timely escalation and resolution of support tickets.
• Serve as a primary point of contact for customers during implementation and ongoing usage, delivering training sessions, resources, and documentation to ensure customers are fully enabled.
• Gather and analyze customer feedback, feature requests, and usage trends, collaborating with Product and internal teams to translate customer insights into actionable product recommendations.
• Strong ability to gather, synthesize, and communicate customer feedback to inform product roadmap discussions

Requirements

• The ideal candidate brings a strong combination of project implementation experience, customer support expertise, and training capabilities, along with prior experience working within a software company.
• 2+ years of experience in Customer Success, Implementation, Project Coordination, or Customer Support within a software/SaaS environment Proven experience supporting software implementations, onboarding, or rollouts
• Ability to manage end to end support process including triage of support tickets and working closely with technical colleagues and clients to resolve tickets in a timely manner
• Excellent communication and interpersonal skills, with the ability to work effectively with client stakeholders at various levels
• Experience delivering or supporting customer training, documentation, or enablement materials
• Strong organizational and project coordination skills, with the ability to manage multiple priorities simultaneously
• Experience troubleshooting complex software issues and working closely with Engineering and Product teams to drive resolution
• Strong technical aptitude with the ability to understand software architecture, system workflows, APIs, integrations, and data flows
• Comfortable working with CRM and customer success tools (e.g., Salesforce, Zendesk, or similar)
• Proven experience in customer success, project implementation, or onboarding within a software/SaaS environment
• Collaborative spirit and comfort working cross-functionally with Product, Support, Sales, and Operations
• Flexibility in managing your role and key requirements of the role with an ability to adapt to changing priorities and business needs
• A customer-first mindset and passion for creating exceptional client experiences
• Strong ability to gather, synthesize, and communicate customer insights to inform product decisions
• Highly organized, proactive, and detail-oriented, with the ability to manage multiple projects simultaneously
• Excellent communication, presentation, and interpersonal skills to engage with clients and internal teams
• Strong technical aptitude with the ability to understand software applications, troubleshoot customer issues, analyze system behavior, and effectively communicate with technical and non-technical stakeholders

Preferred

• Experience working with APIs, integrations, databases, or other technical systems is considered a strong asset

Benefits

• This position offers a range of benefits, including generous paid time off, medical and dental insurance, a 401k with employer match, and opportunities for career growth and development.