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