Trilingual Small Business Account Manager (EN/ES/FR)

As a Trilingual Small Business Account Manager (EN/ES/FR), you will own the post-sale relationship for an existing book of business. You will be the primary point of contact for clients after onboarding, serving as a strategic advisor to drive retention, identify upsell/cross-sell opportunities, and manage business reviews. You will act as a bridge between the client and our internal cross-functional teams (CSM, Support, Product) to ensure high client satisfaction and minimize churn.

Key Responsibilities

• Manage Book of Business: Proactively manage a portfolio of existing clients, maintaining detailed CRM records in Salesforce to track health, activity, and renewal status.

• Drive Retention & Expansion: Identify opportunities for upsell and cross-sell within your assigned accounts. Manage contract renewals 90 days in advance, proactively addressing churn risks. Identify referencable customers and case studies.

• Business Reviews: Coordinate and lead periodic Business Reviews (MBRs/QBRs) aligned with CSM schedules. Use these meetings to present roadmap updates, gather product feedback, and demonstrate ongoing value.

• Client Advocacy & Support: Act as the primary contact for client escalations, opening support tickets where necessary and ensuring timely resolution. Ensure clients have access to "How-To" resources and promote paid training options when specialized support is needed.

• Collaboration: Partner closely with Customer Success Managers (CSM) to ensure a seamless handoff post-onboarding and stay looped in on ticket resolutions for key accounts.

• Strategic Reporting: Monitor account health metrics (NPS, ticket volume, usage) and contribute to team strategy by sharing customer insights to help refine our messaging and retention playbooks.

Qualifications:

• 5+ years of experience in B2B SaaS Account Management, Customer Success, or a related role with a focus on retention and growth.

• Proven track record of managing a portfolio, reducing churn, and meeting upsell/expansion targets.

• Deep understanding of value-based relationship management and the ability to navigate executive-level check-ins.

• Experience utilizing Salesforce and other CRM/sales enablement tools to manage account health.

• Strong problem-solving skills, with the ability to act as an internal advocate for the client.

• Fluent in English, Spanish, and French.

Compensation & Benefits:

• High earning potential with uncapped commission

• A vibrant, innovative, and supportive workplace culture.

• Potential for career advancement within the company.

• Health coverage