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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer account management teams, driving renewals and retention in B2B SaaS environments, and leveraging data-driven insights to enhance customer success. Proficient in managing complex customer relationships and escalations while fostering team development and performance.
Highest-signal resume keywords
B2B SaaS Customer SuccessPeople ManagementSalesforce ExperienceData Analysis SkillsCustomer Escalation Management
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 ManagementRenewal PerformanceCustomer Health ScoringSaaS MetricsData-Driven Decision MakingPerformance ManagementOnboarding ImprovementTeam Development PlansCustomer AdoptionRevenue Retention
Soft Skills
Proactive CommunicationTrust BuildingCoachingTeam LeadershipExecution Focus
Tools & Technologies
SalesforceExcelJiraService Desk SystemsConstruction ERP Platforms
Industry Keywords
Enterprise AccountsMid-Market CustomersConstruction TechnologyFleet ManagementTelematicsIoTIndustrial SaaS
Tech Stack
Tools & technologiesERPIoT
About the role
Key responsibilities & impact- Lead and develop a regional team of Customer Account Managers across Enterprise, Mid-Market, and SMB segments
- Drive team retention and expansion results, including gross and net revenue retention, logo retention, and renewal performance
- Review account health, product adoption, usage trends, support escalations, and renewal risk
- Lead customer conversations for key or Enterprise accounts at risk
- Maintain visibility into renewals and expansion opportunities and ensure recovery plans are implemented
- Partner with Regional Territory Managers, Sales, Professional Services, Product, and Support
- Participate in hiring, onboarding, and ramping new Customer Account Managers
- Run weekly one-on-ones, account reviews, and team operating cadences
- Build development plans and address performance issues
- Assign accounts and balance team workloads
- Ensure adherence to playbooks, training, tools, customer progress reviews, and executive relationships
- Improve onboarding and shorten time to value for new customers
- Maintain Salesforce data and reporting discipline
- Travel to customer sites for Enterprise and Platinum customer visits, strategic business reviews, team coaching, and company events
- Share field insights with leadership to improve health scoring, playbooks, and processes
Requirements
What you’ll need- Bachelor’s degree strongly preferred or equivalent experience
- 5+ years of experience in B2B SaaS Customer Success, Account Management, or post-sales roles
- 2+ years of direct people-management experience, including hiring, coaching, and performance-managing customer-facing team members
- Track record of driving renewals, retention, and expansion, with measurable results you can speak to
- Working knowledge of SaaS account metrics, including GRR, NRR, churn, health scoring, adoption, ARR, and ACV
- Experience supporting Enterprise and Mid-Market customers in complex, multi-stakeholder environments
- Experience managing complex customer escalations; experience supporting a remote or distributed team is a plus
- Strong Salesforce experience, including account management, opportunity tracking, and reporting
- Advanced Excel and data analysis skills; familiarity with Jira, service desk systems, and customer health reporting
- Confidence leading difficult customer conversations and building trust with C-level stakeholders
- Experience in a growth-stage or scaling B2B SaaS organization, with a hands-on, roll-up-your-sleeves approach
- Proactive, transparent, and data-driven, with a bias toward execution and clear follow-through
- Ability to travel approximately 25%–35%
- Experience in construction technology, fleet or equipment management, telematics, IoT, or industrial SaaS is strongly preferred
- Familiarity with construction ERP platforms such as Viewpoint/Vista, Spectrum, or Foundation is an absolute plus
- Must live in or be willing to relocate to California, Oregon, or Washington
Benefits
Comp & perks- Full-time opportunity
- Remote work arrangement
- Competitive compensation packages
- Opportunities for growth and personal development within a highly dynamic team
- Robust, low-cost benefit packages
- Benefit coverage begins on the first date of employment
- Paid Time Off
- Volunteer Time Off
- Dependent Care
- 401k match
- Employee referral bonuses