SMB Account Manager
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Job Description
SMB Account Manager growing retention and expansion for ArcSite, a mobile construction drawing and estimating software company. Managing renewals, adoption, upsells, and customer relationships.
Responsibilities:
- Own a portfolio of strategic SMB accounts, driving retention, expansion, and long-term partnership growth
- Identify, negotiate, and close expansion opportunities while maintaining high Net Revenue Retention and minimizing churn
- Provide hands-on product guidance and frontline issue resolution
- Build trusted relationships with senior stakeholders and ownership groups
- Monitor account health metrics and product usage, proactively mitigating cancellation risks
- Assist with onboarding and other Customer Success functions as needed
- Identify and execute upsell and cross-sell opportunities and lead value-driven renewals
- Convert monthly SMB subscriptions into annual commitments
- Drive adoption of ArcSite’s payments and finance platforms and facilitate handoffs to the Finance Team
- Develop account plans, monitor health and ROI, and lead business reviews
- Advocate for customer needs across internal teams
- Partner with Product, Marketing, Sales, and Customer Success to share insights and influence go-to-market strategy
- Maintain data hygiene, deal ownership records, and forecasting pipelines in HubSpot
Requirements:
- 2–4 years of experience in account management, customer success, or inside sales, ideally in a SaaS or technology environment
- Quota-carrying experience securing expansion revenue, preventing churn, and managing a renewal pipeline
- Strong CRM proficiency with HubSpot, Salesforce, or similar, including forecasting and account planning
- Ability to proactively research accounts and identify expansion, renewal, usage, or satisfaction opportunities
- Executive presence and credibility with C-level stakeholders
- Commercial acumen negotiating renewals, expansions, and multi-year agreements
- Analytical skills to interpret usage and ROI data and make strategic recommendations
- Consultative, customer-first mindset with resilience and ownership
- Ability to balance multiple priorities across a high volume of accounts while maintaining fast response times and onboarding velocity
- Strong negotiation and presentation skills, including tier-upgrade objections and annual-commitment conversions
- Curiosity and problem-solving skills tied to deep product usage and customer outcomes
- Construction tech, field services, or related trade-industry background is a major plus, but not required
- Preferably a resident of Denver, Colorado or Grand Rapids, Michigan
Benefits:
- Fully remote
- Unlimited PTO
- Medical, dental, and vision insurance
- 401K match
- $75 monthly wellness stipend
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