Account Manager (Tech Touch/ High Volume)
RemoteBrazil
Job Summary
Design and launch the Tech Touch Account Management program, including lifecycle workflows, renewal playbooks, and automated outreach sequences. Own the full post-onboarding customer lifecycle for a high-volume book of business, managing adoption, health monitoring, retention, and expansion signals through automation and self-service experiences. Serve as the primary point of contact for tech touch accounts, building CRM workflows to reduce SLA times and proactively identifying at-risk accounts for targeted intervention. Track core metrics such as NRR, churn rate, and automation performance while partnering cross-functionally with Sales, Product, and Marketing on account segmentation. Continuously iterate the program based on customer feedback and data signals to optimize escalation paths and drive growth at scale.
Required Qualifications
- 3–5 years of experience in account management, customer success, or a scaled/tech-touch CS role for SaaS products
- Fluent English; clear written and verbal communication
- Demonstrated experience managing a high-volume book of business without relying on 1:1 high-touch engagement
- Strong analytical skills — you can build dashboards, interpret data, and translate it into action
- Proven ability to create SOPs, playbooks, and process documentation from the ground up
- Experience with A/B testing for renewal emails, adoption workflows, or automated outreach sequences
- High technical aptitude with CRM tools; Salesforce experience is a strong plus
- Excellent written and verbal communication — you set clear expectations and build trust at scale
- Customer-first mindset with genuine curiosity about customer goals and outcomes
- Systems thinker who translates big-picture strategy into repeatable, documented process
- Comfortable asking hard questions, navigating organizational complexity on the customer side, and influencing stakeholders without direct authority
Desired Qualifications
- Salesforce experience is a strong plus
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