Account Manager (Customer Success) — Account Audits & Customer Advocacy
Location: Remote
Hours: Full-time, EST 9:00am–5:00pm
Reports to: Customer Success Leadership
Role summary
We’re hiring an Account Manager to review and audit customer account usage, create clear health and usage reports, troubleshoot customer issues, and serve as an internal customer advocate. You’ll collaborate closely with customers over Zoom and work cross-functionally with Senior CSMs, Product Owners, and the Dev team to drive fast, high-quality resolutions and improve retention.
What you’ll do
- Audit customer accounts regularly (usage, adoption, configuration, workflow integrity, outcomes)
- Build and deliver account health/usage reports with insights, risks, and recommended next steps
- Troubleshoot issues (process + platform) and drive resolution by coordinating with Product/Dev/Support
- Run customer calls over Zoom to clarify problems, set expectations, and guide solutions
- Proactively identify churn risk signals (low usage, stalled adoption, repeated issues, sentiment) and create action plans
- Act as a customer advocate internally—communicate pain points, themes, and improvement opportunities
- Track follow-ups and outcomes to ensure issues are closed and customers feel supported
What we’re looking for
- 2+ years in Customer Success / Account Management / Technical Support / Implementation (B2B SaaS preferred)
- Strong analytical mindset: comfortable reviewing usage patterns, drawing conclusions, and creating reports
- Confident communicator on Zoom with the ability to explain solutions clearly and calmly
- Skilled at cross-team coordination and escalation with Product/Engineering
- Organized and reliable: you follow through and keep customers informed
- Comfort troubleshooting software workflows (bonus if you’ve worked with CRM, LOS, or fintech tools)
Nice to have
- Experience with churn-risk management, customer health scoring, or renewals
- Familiarity with ticketing systems (HubSpot/Zendesk) and task tools (ClickUp/Jira)
- Basic technical comfort (APIs, logs, browser troubleshooting) even if not a developer
Success looks like
- Faster resolution times and fewer repeat issues
- Improved product adoption and customer sentiment
- Reduced churn risk via proactive interventions and clear action plans
How to apply
Send your resume and a short note describing:
- A time you diagnosed a customer issue using data/usage signals
- How you coordinated with Product/Dev to resolve it
- Your availability to work EST 9–5
Shubham Vishwakarma
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Full Stack Developer - Averlon