Account Manager

We are seeking a highly motivated Account Manager to join our growing team. In this role, you will be responsible for managing and growing relationships within our existing customer base, driving retention, upsell, cross-sell, and overall customer satisfaction. Your mission will be to drive up our customer retention, working in tandem with other departments (such as our Customer Success Managers) to identify opportunities for additional revenue, foster long-term partnerships, and ensure our customers recognize the value from DoorLoop. You will play a key role in maintaining customer loyalty, proactively identifying and addressing customer needs, and promoting product adoption and incremental growth.

This is a new department at DoorLoop, and we are looking for pioneers who are not just able to execute but who can identify and build the processes and strategies that this department will adopt to deliver high results. The ideal candidate will thrive in an environment where process management and change management are present as we build this team from scratch. We are looking for a results-driven individual who is motivated by outperforming targets.

• Retention and Renewals: Act as the primary point of contact for assigned customers, ensuring high levels of customer satisfaction and retention.
• Upsell and Cross-sell: Proactively identify and capitalize on upsell and cross-sell opportunities, presenting additional services or products that align with customer needs.
• Customer Success & Value: Ensure customers achieve maximum value from our products, guiding them to success and developing long-term partnerships.
• Relationship Management: Build and maintain strong, long-lasting relationships with key decision-makers and stakeholders within customer organizations.
• Pipeline Management: Own a pipeline of customers focused on driving retention and revenue growth. You will manage a quota for upsell/cross-sell within your Book of Business and proactively assess risk factors to drive up customer retention.
• Revenue Growth: Collaborate with sales and marketing teams to develop strategies to increase customer revenue and support new product launches.
• Proactive Communication: Monitor customer health, using data to identify risks and growth opportunities. Implement strategies to address issues or enhance product usage.
• Customer Feedback: Gather feedback from customers and collaborate with internal teams (e.g., Product, Support, Customer Success) to drive product improvements and ensure a positive customer experience.
• Data-Driven Insights: Use data to track customer success metrics, such as renewal rates, product usage, and customer satisfaction, and report on performance regularly.
• Training & Enablement: Work with customers to ensure they are fully trained and equipped to use our products effectively.

• Bachelor's degree in Business, Marketing, or a related field.
• 3-5 years of experience in account management, customer success, or a similar customer-facing role, preferably in a SaaS or tech environment.
• Proven experience managing a pipeline of customers, a quota, and exceeding targets. Ability to balance empathy with commercial acumen to achieve outcomes.
• Proven experience driving retention, upsell, cross-sell, and incremental revenue growth.
• Strong relationship-building skills, with experience managing senior-level customer relationships.
• Exceptional communication and presentation skills, with the ability to clearly articulate complex solutions.
• Data-driven mindset with proficiency in CRM tools (e.g., Salesforce) and customer success platforms.
• Ability to thrive in a fast-paced environment and manage multiple accounts simultaneously.
• Self-motivated with a proactive approach to solving customer challenges.

• Unlimited paid time off: take unlimited personal, sick, and vacation days
• 401(k): plan for retirement with 4% matching and instant vesting
• Medical, dental, and vision insurance: we offer full medical coverage for employees through United Healthcare and full dental and vision coverage through Guardian, with 25% coverage for dependents across all plans
• Life insurance: $100,000 policy fully covered by DoorLoop
• Disability insurance: short- and long-term disability insurance fully covered by DoorLoop
• Paid parental leave: paid maternity and paternity leave for birth and adoption
• Monthly stipend: a dedicated company credit card for work-related expenses
• Best-in-class equipment: Get a company laptop and all the top-tier tools to set you up for success