Sr. Account Manager (B2B SaaS) 🤖⚙️ - LATAM - Remote

Company Overview Our client helps U.S.-based campground and RV park operators sell more stays and run day-to-day reservations smoothly. They do this through a combination of: - A business platform for operators (to manage reservations, guest communication, and day-to-day booking operations) - A traveler-facing marketplace that helps parks get discovered and generate additional demand HQ: Austin, TX (distributed team) Customers: U.S.-based campground and RV park operators Team size: ~35 Your Role We are seeking a versatile and customer-focused Senior Account Manager to manage customer relationships, drive retention, reduce churn, and ensure long-term customer success within a B2B SaaS environment. This role combines Account Management, Customer Success, Support, and Onboarding responsibilities. The ideal candidate is tech-savvy, AI-enabled, adaptable, and comfortable working across Sales, Support, Product, Finance, Support, and Onboarding teams. This person will be cross-trained in onboarding and provide backup onboarding support when needed. Key Responsibilities Account Management - Build strong relationships with customers and become a trusted advisor. - Proactively identify churn risks and develop retention strategies. - Conduct account reviews, customer success check-ins, and business reviews. - Drive product adoption, customer engagement, and account growth. - Identify upsell and expansion opportunities. Customer Support & Onboarding - Manage inbound support requests through tickets, phone calls, and email. - Troubleshoot platform issues and coordinate with Product and Engineering teams when necessary. - Conduct customer training sessions and onboarding meetings via Zoom or Google Meet. - Educate customers on best practices and platform functionality. - Complete onboarding training and serve as a backup onboarding specialist when needed. - Assist with implementations, account setup, and customer training. - Ensure a smooth transition from onboarding to ongoing account management. Cross-Functional Collaboration - Partner closely with Sales, Product, Engineering, Finance, Support, and Onboarding teams. - Act as the voice of the customer internally. - Share customer feedback, feature requests, and product improvement opportunities. - Assist with special projects and process improvement initiatives. You Bring: - 5+ years of experience in Account Management, Customer Success, Support, or a related customer-facing role within a B2B SaaS company. - Proven success in retention, churn prevention, and customer relationship management. - Experience managing support tickets, phone support, and customer training sessions. - Strong technical aptitude and ability to learn software platforms quickly. - Experience with CRM systems (ideally Zoho). - Familiarity with AI tools and automation platforms. - Excellent communication, problem-solving, and organizational skills. - Comfortable working in a fast-paced, high-growth environment. - Fluent English. Ideal Candidate - Customer-obsessed and relationship-driven. - Comfortable switching between strategic account management and hands-on customer support. - Strong collaborator who works effectively across teams. - Tech-savvy, adaptable, and eager to leverage AI. - Takes ownership, solves problems, and thrives in a dynamic environment. What’s Offered: - Fully remote contractor role - Open to candidates across LATAM - Work aligned with U.S. business hours (overlap required) - 20 days PTO + U.S. holidays - Competitive USD compensation (based on experience) - High ownership and visibility within a small team - Opportunity to build and shape the support system from the ground up Interview Process 1️⃣ Intro call — experience, communication, and approach to support 2️⃣ Hiring manager interview — systems thinking and escalation judgment 3️⃣ Short challenge — propose workflows, automations, and metrics for sample scenarios 4️⃣ Final conversation — alignment and expectations Originally posted on Himalayas