SMB Account Manager

SMB Account Manager

ArcSite is the leading mobile sketching and drawing-based takeoff and estimating solution, trusted by designers, field sales teams, technicians, and inspectors. Our intuitive platform empowers users to create professional drawings on any device—without the steep learning curve of traditional CAD software—helping businesses save time, generate quotes faster, and close deals more efficiently.

We're a remote-first team with a strong sense of community, driven by growth, collaboration, and our core values: start with the customer, constantly improve, take risks, operate with transparency, and own it. At ArcSite, every team member has the opportunity to grow their career while making an impact, shaping the future of design, and living these values in everything we do.

About the Role

We are looking for an SMB Account Manager to join ArcSite in a high-impact role focused on expanding, protecting and nurturing our Small and Medium Business (SMB) customer base. In this role, you will own a dedicated book of business, growing relationships and driving expansion, retention and long-term success.

Your primary focus will be driving Net Revenue Retention (NRR) and expansion through proactive renewals, software tier upgrades, and ecosystem adoption. You will also serve as the first line of support for your book of business, ensuring timely resolution of product questions and issues. A strong understanding of the ArcSite platform and the ability to navigate both strategic conversations and day-to-day product needs will be essential. The ideal candidate is a proactive relationship builder with sharp commercial acumen who thrives in a fast-paced environment and loves helping smaller businesses scale. This is a high-visibility, high-impact role with direct influence on customer growth and satisfaction.

Key Responsibilities:

• Own a portfolio of strategic accounts, driving retention, expansion, and long-term partnership growth
• Proactively identify, negotiate, and close expansion opportunities. You will take full responsibility for maintaining high Net Revenue Retention (NRR) which includes minimizing churn.
• Provide hands-on product guidance and frontline issue resolution for your accounts, ensuring strong adoption and a high-quality customer experience. You are the first line of support for your accounts.
• Build trusted relationships with senior stakeholders and ownership groups, aligning solutions to business objectives. Actively seek additional decision makers to ensure a strong depth of outreach opportunities.
• Monitor account health metrics, including product usage, across your book of business, anticipating challenges, proactively mitigating cancellation risks, and resolving issues efficiently.
• In addition to AM responsibilities, it may be necessary to assist with other CS functions including onboarding and support.
• Identify and execute upsell and cross-sell opportunities while leading proactive, value-driven renewals.
• Identify accounts on flexible terms and manage campaigns to successfully convert SMB clients from monthly subscription models into annual commitments.
• Drive customer adoption of ArcSite's integrated solutions by securing client commitments to our payments and finance platforms and facilitating a smooth workflow handoff to the internal Finance Team.
• Develop and execute structured account plans, monitor health and ROI, and lead business reviews that demonstrate measurable impact.
• Anticipate challenges, resolve issues efficiently, and advocate for customer needs across internal teams.
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