SMB Account Manager

Role overview

ArcSite is hiring an SMB Account Manager to expand, protect, and nurture its small and medium business (SMB) customer base. You will own a dedicated book of business and drive Net Revenue Retention (NRR) and expansion through renewals, software tier upgrades, and ecosystem adoption.

Responsibilities

• Own a portfolio of strategic SMB accounts, driving retention, expansion, and long-term partnership growth
• Drive NRR by minimizing churn and proactively managing renewals
• Identify and close expansion opportunities (including negotiation and upsell/cross-sell)
• Serve as the first line of support for your accounts by resolving product questions/issues and guiding adoption
• Build trusted relationships with senior stakeholders to align solutions with business objectives
• Monitor account health metrics (including product usage) and proactively mitigate cancellation risks
• Support additional Customer Success functions as needed (e.g., onboarding and support)
• Manage conversions from monthly subscriptions to annual commitments (including flexible-term campaigns)
• Drive adoption of ArcSite’s integrated solutions, including securing commitments to payments/finance platforms and facilitating workflow handoff to the internal Finance Team
• Create and execute structured account plans, monitor health/ROI, and run business reviews showing measurable impact
• Partner cross-functionally with Product, Marketing, Sales, and Customer Success to influence go-to-market strategy
• Maintain data hygiene, deal ownership records, and forecasting pipelines in HubSpot

Requirements

• 2–4 years of experience in account management, customer success, or inside sales
• Experience managing a high volume of accounts in a SaaS environment

Nice-to-haves

• (Not explicitly stated in the provided text.)