Account Manager

About Alivo

At Alivo, we’re transforming how businesses connect with their customers. Using cutting-edge AI, we help companies deliver instant, intelligent, and personalized communication that drives growth and customer loyalty. Our mission is simple: empower businesses to thrive by making every interaction unforgettable.

Who We're Looking For

We are looking for a highly driven, customer-obsessed Account Manager to own the long-term success of our customers after onboarding.

This role begins at the earliest stages of the customer journey and focuses on retention, growth, and driving measurable business outcomes for our customers. You will partner with customers to ensure they are not only using Alivo, but seeing real impact in their business through improved lead conversion, faster response times, and increased booked jobs.

This role is critical to our growth. You will own the relationship beyond just onboarding, helping customers adopt best practices, overcome challenges, and expand their use of the platform over time.

If you thrive in fast-paced environments, enjoy influencing customer behavior, and are excited about helping businesses grow using AI-powered products, this role is for you.

Responsibilities

Own the Entire Customer Relationship

• Manage a portfolio of customers from onboarding to renewal
• Build strong relationships with business owners and key stakeholders
• Act as the primary point of contact for strategic conversations and long-term success

Drive Long-Term Retention

• Proactively identify at-risk accounts using engagement, usage, and feedback signals
• Lead retention conversations and implement save strategies
• Align customer expectations with product capabilities and best practices
• Focus on driving retention

Drive Adoption & Business Outcomes ‍

• Ensure customers are actively using the platform and key features
• Reinforce best practices that drive success (e.g., speed to lead, booking-first mindset, agent reviews)
• Help customers understand and achieve ROI from Alivo
• Guide customers toward consistent, repeatable processes that improve performance

Identify & Drive Expansion Opportunities ‍

• Identify opportunities to grow accounts (additional agents, features, usage)
• Educate customers on how to get more value from the platform
• Lead or support expansion conversations to increase revenue per account

Collaborate Cross-Functionally

• Partner with Onboarding for smooth customer handoffs and continuity
• Work with Support to identify trends and ensure resolution of ongoing issues
• Provide feedback to Product on customer needs, gaps, and opportunities

Manage Account Health & Reporting ‍

• Track customer health, engagement, and opportunities in HubSpot
• Maintain accurate notes, activity, and account insights
• Use data to prioritize outreach and inform strategy

Qualifications

What You Bring

• Bachelor’s degree preferred, but not required
• 3–7+ years in Customer Success, Account Management, or similar role (SaaS preferred)
• Proven ability to manage a book of business and drive retention and growth
• Strong ability to influence customer behavior and drive outcomes
• Experience working with SMB or mid-market customers (home services is a major plus)
• Excellent communication skills (both verbal and written)
• Highly organized with strong follow-through and accountability
• Comfortable working in a fast-paced, evolving startup environment

Who You Are

• Customer-first and relationship-driven
• Proactive. You identify risk before it becomes a problem
• Results-oriented and motivated by retention, growth, and customer outcomes
• Comfortable having direct conversations and guiding customers toward best practices
• Able to balance empathy with accountability
• Adaptable and confident working with customers of varying experience levels

Bonus Points For

• Experience in home services industries (roofing, siding, windows, etc.)
• Familiarity with AI, automation, or communication platforms
• Experience with CRM tools like HubSpot
• Background in retention strategy, expansion sales, or revenue ownership