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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in account management and customer success within a B2B SaaS environment, focusing on retention, expansion, and churn prevention strategies. Proficient in utilizing Salesforce for pipeline management and forecasting, while leveraging automation tools to enhance operational efficiency.
Highest-signal resume keywords
Account ManagementCustomer SuccessSalesforce CRMChurn PreventionAutomation Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementCustomer SuccessChurn PreventionPipeline ManagementForecastingRetention StrategiesExpansion StrategiesBilling ManagementContract ManagementData Logging
Soft Skills
CommunicationProblem-SolvingCustomer EngagementCollaborationAdaptability
Tools & Technologies
SalesforceIntercomNooksAutomation ToolsAI Tools
Industry Keywords
B2B SaaSFintechWealthtechFinancial ServicesRegistered Investment Advisors (RIAs)
About the role
Key responsibilities & impact- Own save rate and GRR for the Tech Touch segment
- Handle cancellation, non-renewal, and downsize requests, identifying customer reasons and appropriate offers
- Log every case in Salesforce and track churn reasons
- Field replies to automated renewal, onboarding, adoption, and expansion outreach
- Monitor automated sequences and identify improvements when reply, save, or expansion rates decline
- Improve messaging and triggers using customer feedback
- Work a target list of expansion accounts
- Own NRR and expansion for the segment
- Maintain clean pipeline and accurate forecasting in Salesforce
- Handle billing, pricing, seat-change, and contract-term questions from Intercom
- Partner with CX, Billing, and RevOps to provide clear customer answers
Requirements
What you’ll need- 1-3 years in account management, customer success, support, or sales at a B2B SaaS company
- Experience working a high-volume, low-touch book, ideally with save, retention, or expansion targets
- Experience handling cancellation or churn-prevention conversations with measurable results
- Experience using Salesforce or a comparable CRM to manage pipeline and forecast accurately
- Experience using automation, sequencing, or AI tools such as Intercom or Nooks to improve efficiency
- Bonus: Experience in fintech, wealthtech, or financial services; familiarity with RIAs
- Must be legally authorized to work in the United States
- Must not require sponsorship for employment visa status to legally work in the United States
Benefits
Comp & perks- Medical, dental, vision benefits
- 401k available
- Remote work arrangement