Matchmaker & Account Manager - A350

Matchmaker & Account Manager

We are hiring a Matchmaker & Account Manager to own the full client lifecycle in a fast-growing, high-touch service environment. This role exists to manage and scale a growing portfolio of clients while maintaining a deeply personalized customer experience.

You will oversee onboarding, matchmaking, communication, and renewals for a high volume of accounts, using both relationship-building skills and AI-powered tools. The role is highly cross-functional—combining customer success, research, operations, and light sales responsibilities.

This position is both execution-heavy and strategic, requiring someone who can manage details at scale while continuously improving workflows. The ideal candidate thrives in fast-paced startup environments, takes ownership, and proactively identifies ways to improve systems and outcomes.

In this role, you will directly contribute to scaling a high-growth service business by managing a large portfolio of clients without sacrificing quality or personalization.

You will help improve client satisfaction and retention through consistent, proactive communication and thoughtful matchmaking. Your work will enable the business to convert a growing pipeline of demand into successful client outcomes.

Additionally, you will drive operational efficiency by identifying bottlenecks and implementing automation and process improvements. Your contributions will shape internal systems, improve team workflows, and support long-term scalability.

Core Responsibilities

Account Management & Customer Experience – 35%

• Own the full client lifecycle from onboarding to match outcomes and renewals
• Communicate proactively with clients via messaging platforms, maintaining response times within 24 hours
• Prepare clients before onboarding by ensuring profiles are complete and expectations are aligned
• Send regular check-ins, prompts, and feedback surveys to maintain engagement
• Track client data, preferences, and progress across all active accounts

Matchmaking & Research – 25%

• Conduct in-depth research using AI tools to identify potential matches
• Build curated shortlists of high-quality matches based on compatibility and preferences
• Initiate outreach and assess match interest and availability
• Continuously refine matchmaking criteria based on client feedback
• Deliver matches on schedule according to client plans

Automation & Process Improvement – 20%

• Identify inefficiencies in workflows and propose scalable solutions
• Implement automations using AI tools to streamline operations
• Develop templates for recurring communications while maintaining personalization
• Anticipate scaling challenges and proactively recommend process improvements
• Document workflows and improvements for team-wide adoption

Sales, Renewals & Upselling – 10%

• Track renewal timelines and initiate conversations proactively
• Recommend appropriate service packages based on client needs
• Identify upsell opportunities through client interactions
• Collaborate with leadership when needed to close renewals

Systems, Documentation & Reporting – 10%

• Maintain and improve internal SOPs for consistency and quality
• Map and optimize the customer journey
• Build and update reporting dashboards tracking key metrics
• Surface recurring client insights to inform product and service improvements