About Us:

Albiware is a fast-growing SaaS start-up on a mission to propel the restoration industry forward by empowering restoration contractors with the technology they need to scale and grow their businesses. As a Y Combinator-backed company, we are rapidly growing and looking for a Customer Success Account Manager to join our incredible team. If you’re passionate about building strong customer relationships, turning customers into evangelists, and working with a high-energy and collaborative team, we’d love to hear from you!

Your role:

In this role, you will be the primary point of contact for a portfolio of customers, ensuring their success and satisfaction throughout their journey with our products and services. You will work closely with clients to understand their goals, provide tailored solutions, and drive product adoption and retention. Your ability to build strong relationships, deliver exceptional customer service, and solve challenges will foster long-term success for our customers and our company.

Key Responsibilities:

• Guide new clients through the onboarding process, ensuring they clearly understand the product and how to leverage it to meet their goals.
• Help customers fully adopt the product, ensuring they realize maximum value from its features. Provide ongoing education, training, and support as needed.
• Serve as the main point of contact for assigned customers, building and maintaining strong, long-lasting relationships.
• Monitor customer accounts to ensure satisfaction, proactively identify potential issues, and work with clients to resolve them before they impact retention.
• Identify opportunities for upselling and cross-selling additional products or services to enhance customer experience and success.
• Address and resolve customer issues promptly, ensuring customers feel heard and valued. Collaborate with other teams as necessary to find timely solutions.

Must Haves:

• 3+ years of experience in customer success, account management, or a similar client-facing role.
• Previous experience in SaaS or tech-based environments.
• Strong communication skills, with the ability to build relationships with diverse stakeholders.
• A customer-first mentality, passionate about ensuring client satisfaction and long-term success.
• Problem-solving skills with the ability to manage complex situations effectively.
• Experience with CRM tools (HubSpot or similar platforms).
• Ability to manage multiple accounts and priorities in a fast-paced environment.
• A proactive and self-motivated attitude with a focus on results.

What We Offer:

• Good balance of personal autonomy and team collaboration on projects
• Working on a team of smart, kind humans passionate about leveraging technology to solve real-world problems
• Competitive salary
• Generous PTO
• Company Holidays + 2 Floating Holidays
• Medical, dental, and vision insurance, with a large portion subsidized by the company
• Continuing education, mentoring, and career development opportunities
• 401k Plan + Matching