Account Manager
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Job Description
Account Manager owning onboarding, retention, renewals, and expansion for Reusables’ reusable-packaging platform. Supporting universities across the U.S. with remote client delivery and campus launch travel.
Responsibilities:
- Own the client relationship from contract signature through renewal
- Serve as the primary point of contact for accounts from kickoff through renewal
- Understand each client’s goals, operations and challenges and proactively offer solutions
- Customize and run external kickoffs with Hardware and Software teams
- Build and maintain onboarding checklists, including commitments, risks and timelines
- Validate onboarding plans with internal teams and agree them with clients
- Track progress, escalate blockers and manage client communication through launch
- Own post-launch check-in cadence and maintain account health visibility
- Identify and resolve risks before they reach clients
- Find upsell and expansion opportunities and own renewals and contract extensions end to end
- Share feedback, friction points and patterns with Product and leadership
- Lead client communication on high-severity issues with Product collaboration on timelines and resolution
- Flag scope creep to Product and use onboarding history to identify root causes
- Travel to client campuses, particularly during August–October launch season
- Report to the Customer Delivery Lead
Requirements:
- Account management or customer success experience with B2B clients, from onboarding through renewal
- Experience owning renewals and expansion conversations
- Experience running onboarding or implementation projects involving several internal teams
- Clear, plain-language communication, including when things go wrong
- Strong follow-through and ability to close loops without being chased
- Based in and eligible to work in the United States
- Able to work EST or CST hours
- Able and willing to travel to client campuses across the US, especially during launch season (August to October)
- Positive, go-getter attitude
- Self-motivated with high ownership
- Nice to have: experience with university, campus dining or food-service clients
- Nice to have: experience with hardware and software (IoT) products
- Nice to have: experience with ClickUp and HubSpot
- Nice to have: startup experience
Benefits:
- Standard benefits package
- Annual offsite with the entire Reusables team
- Variable pay compensation model
- Remote work arrangement
- Work that ships: impactful programs delivered to campuses
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