Account Manager

Customer Success (Account Management Focus)

Market: US B2B SaaS

Experience: 2–6 Years

Shift: US Business Hours (6.30 PM to 3.30 AM IST)

Role Overvie

wWe are looking for a CS-focused Account Manager who believes that customer growth is a byproduct of customer success. In this role, you will bridge the gap between relationship management and commercial strategy. You will own the post-onboarding journey for our US clients, ensuring they realize maximum value from our platform while proactively driving renewals and identifying expansion opportunities

.
About ZenTrade

s ZenTrades is a growing product startup with a strong foundation in delivering AI-powered SaaS solutions (CRM + ERP) for Field Service Management. Our core focus is towards creating the future of Field Service Management, where trade service professionals will effortlessly harness the power of technology to streamline their operations, enhance customer experiences, and drive growth, thereby revolutionizing the trade services industry operations. ZenTrades founding team comprises young engineers from top-tier universities such as UW Madison, and UC Berkeley alumni with solid domain knowledge having built top-notch products and implemented them at Fortune 500 companie

s.
The team is headquartered in Seattle, US and has its office in Pune, MH. With its robust CRM+ERP platform featuring a modular software architecture and integrated Generative AI capabilities, ZenTrades delivers a trade-specific operating system that caters to the unique needs of each trade. ZenTrades empowers tradesmen with an AI assistant, LISA (co-pilot), to enhance their sales and service capabilities using Generative

AI.
Role and Responsibili

• tiesOwn the commercial health of your portfolio. You are responsible for Gross Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers achieve their desired outco
• mes.Manage the end-to-end renewal process and lead negotiations for upsells and cross-sells. You will be expected to uncover whitespace in accounts where our additional modules or seats can add va
• lue.Use a data-driven approach to identify silent churn risks (e.g., declining usage, stakeholder turnover, or low feature adoption) and execute proactive intervention strateg
• ies.Conduct high-impact Business Reviews (QBRs) that move beyond support updates to focus on executive-level ROI, industry benchmarking, and long-term roadm
• aps.Work closely with Onboarding to ensure a seamless handoff and with Product to advocate for features that will unlock more revenue from your existing accou

nts.
Skills/Exper

• ience2-6 years of experience in a Commercial CS or Account Management role within B2B
• SaaS.Proven experience handling US-based clients and a deep understanding of US business culture and communication st
• yles.Experience transitioning customers from the Onboarding phase into a steady-state partner
• ship.Revenue Mindset: You are comfortable carrying a quota and view selling as a way to provide more value to the cl
• ient.Data Fluency: Ability to look at a dashboard, spot a trend in user behavior, and turn that into a consultative conversa
• tion.Critical Thinking: You don't just follow a playbook; you can navigate complex stakeholder environments and solve blockers independe
• ntly.Resilience: You can handle high-stakes renewal conversations and remain calm in target-driven environm
• ents.Extreme Ownership: You don't say that's a support issue—you ensure the issue is resolved because you own the account he
• alth.Proactivity: You reach out before the customer realizes they have a pro

blem.
Key Performance Indicators

• (KPIs)Net Revenue Retention (NRR): Your primary North Star m
• etric.Gross Retention Rate (GRR): Minimizing churn and contrac
• tions.Expansion Pipeline: Value of upsell opportunities generated and c
• losed.Customer Health Score: Keeping your portfolio in the Green through active engag

ement.
Why J

• oin UsGrowth: A clear path from AM to Se
• nior AMIncentives: Competitive base salary with a performance-based commission structure tied to renewals and exp
• ansion.Impact: You'll be the face of the company for our most important market