Customer Account Manager (SMB)

The core responsibilities for the job include the following:
Customer and Account Management:
Own and manage a portfolio of enterprise accounts across APAC and EMEA.
Build strong, long-term relationships with key stakeholders and decision-makers.
Act as the single point of contact for all account-related engagements.
Renewals and Expansion:
Drive contract renewals, retention, and account growth.
Identify and execute upsell and cross-sell opportunities.
Forecast renewals and expansion revenue accurately.
Customer Engagement and Success:
Conduct regular check-ins, QBRs, and strategic account review.
Ensure high product adoption in collaboration with Customer Success Managers.
Address escalations and coordinate timely resolutions.
Cross-functional Collaboration:
Partner with Sales on expansion and strategic opportunities.
Work with Product and Support teams to communicate customer feedback.
Collaborate with Finance and Legal for billing, contracts, and compliance.
Reporting and Operations:
Maintain accurate account data in CRM (Salesforce/HubSpot).
Track KPIs such as renewal rate, churn, CSAT, and expansion ARR.
Prepare account performance and forecasting reports.
Requirements:
2+ years of experience in Customer Account Management, Customer Success, or Key Account Management.
Experience managing enterprise B2B SaaS customers.
Proven success in renewals, retention, and account expansion.
Strong stakeholder management and communication skills.
Experience working with customers across APAC and/or EMEA time zones.
Familiarity with CRM tools like Salesforce, HubSpot, or similar.

Experience
2-6 yrs