Account Manager

The Job

Reporting to the Director of Customer Success, the Account Manager will support the Smartvault existing customer base. The Account Manager is responsible for managing and growing a portfolio of SmartVault customers through proactive relationship management, strategic account planning, product adoption, and expansion sales. This role serves as the primary commercial point of contact for assigned accounts and is accountable for customer retention, revenue growth, and identifying opportunities to help clients maximize value from SmartVault solutions.

The ideal candidate is consultative, relationship-oriented, and motivated by achieving revenue targets while delivering exceptional customer outcomes.

Key Responsibilities

Account Management & Relationship Ownership

• Serve as the primary point of contact for an assigned portfolio of customer accounts.
• Develop trusted advisor relationships with key stakeholders and decision-makers.
• Maintain a deep understanding of each client's business objectives, workflows, and technology ecosystem.
• Create and execute account plans designed to increase customer value, retention, and growth.
• Conduct regular customer outreach and strategic business reviews to evaluate account health and identify opportunities.

Revenue Growth & Expansion

• Own expansion and growth opportunities within assigned accounts.
• Identify, qualify, and manage opportunities for additional licenses, product upgrades, and SmartVault solutions.
• Drive adoption and sales through consultative discovery and solution-based selling.
• Build and maintain a healthy pipeline of expansion opportunities within Salesforce.
• Forecast revenue opportunities and provide accurate pipeline updates.
• Collaborate with Sales leadership to support account growth initiatives and achieve revenue objectives.

Customer Adoption & Business Reviews

• Lead Executive Business Reviews (EBRs) and account planning discussions with customers.
• Analyze customer usage, adoption trends, and engagement metrics to identify opportunities and risks.
• Recommend solutions, best practices, and product capabilities that align with customer goals.
• Develop success plans that drive increased utilization and long-term customer value.

Renewal & Retention Management

• Proactively monitor customer health and identify churn risks.
• Partner with internal teams to address customer concerns and improve retention outcomes.
• Lead renewal conversations and ensure customers recognize ongoing value from their SmartVault investment.
• Create mitigation plans for at-risk accounts and drive successful retention strategies.

Cross-Functional Collaboration

• Partner closely with Customer Care, Onboarding, Product, and Sales teams to deliver a seamless customer experience.
• Escalate customer challenges appropriately while maintaining ownership of the overall customer relationship.
• Provide customer feedback and market insights to help influence product strategy and enhancements.

You Should Have:

• 3+ years in Account Management, Customer Success, SaaS Sales, or a related customer-facing role.
• Experience managing a book of business and owning revenue growth targets.
• Proven success selling software solutions, upselling, cross-selling, or expanding customer accounts.
• Experience conducting business reviews and presenting to executive stakeholders.
• Familiarity with Salesforce, Outreach, and customer success platforms preferred.
• Strong consultative selling, negotiation, and relationship management skills.

About Us

SmartVault is a cloud-based document management and file-sharing solution for small-to-medium-sized businesses, professional accountants, and bookkeepers. In 2017, SmartVault became part of the GetBusy Group, which is AIM-listed and currently trading on the London Stock Exchange. SmartVault continues to operate as a wholly owned subsidiary in the US, but we are now part of a much larger global team with expanded products serving the US, UK, and Australia/New Zealand markets.

SmartVault Team Culture and Values

SmartVault is a collaborative environment, where the number one goal is to solve problems for our customers. We use data to make informed decisions, and we work hard to be transparent with each other and with our customers. Our ultimate purpose is to make people's lives better at work, so they can focus on higher-value activities in their business or personal lives. Learn more about our business and our values.

Benefits of Working at SmartVault

We're striving to make SmartVault the best place to work in Houston. We work in a relaxed environment that emphasizes work/life balance. Our health benefits are top-notch, vacation time is generous, and we encourage community involvement with time off to volunteer. We also offer hybrid remote working.

We value diversity at SmartVault, and we're committed to creating an inclusive culture where everyone can be themselves and reach their full potential. We actively encourage applications from people of all backgrounds and cultures and believe that a diverse team helps build the best products, deliver the best services, and tackle the diverse and exciting challenges we face.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship is not available at this time.

PRE-EMPLOYMENT CHECKS

We take the security of our business and our duty of care to our customers and their data very seriously, so we need to check that you don't have any adverse history that could pose a legitimate security risk to our business or customers. To do this, we perform background checks on you if you are offered the job. We will not discriminate unfairly against you based on any information revealed in those checks.

HOW WE USE YOUR PERSONAL DATA

We take data protection very seriously at GetBusy. To find out how we will use your personal data during this application process, please visit GetBusy Applicant Privacy Policy.