Account Manager – SaaS Clients

CTC

Ubicación: Monterrey, Nuevo León, México

Modalidad: On-site

Industria: IT Services and IT Consulting

Descripción del Puesto

We are looking for an Account Manager to build long-term customer relationships, drive retention, and identify growth opportunities. You will act as a strategic advisor throughout the customer lifecycle, ensuring measurable business value for our clients.

Key Responsibilities

Manage a portfolio of SMB, Mid-Market, and Enterprise customers across EST-PST and Australia time zones.Build trusted relationships with stakeholders and executive sponsors.Conduct Business Reviews (BR/QBR) and develop customer success plans.Drive customer retention and proactively reduce churn risk.Identify upsell, cross-sell, and expansion opportunities.Monitor customer health and create action plans for at-risk accounts.Coordinate with Customer Success, Technical Support, Product, and Sales teams.Facilitate issue resolution and manage ticket lifecycle.Lead commercial conversations including renewals, pricing, and contract expansions.Capture customer feedback and communicate product enhancement opportunities.Maintain accurate CRM records and account plans.

Success Metrics (KPIs)

Gross Revenue Retention (GRR)Net Revenue Retention (NRR)Renewal RateExpansion RevenueChurn RateBusiness Reviews CompletedCustomer Health Score ImprovementCustomer Satisfaction (NPS)

If you’re motivated by impact, growth, and collaboration with global teams, this is your chance to make a difference.