Account Manager - Client Retention & Connections

Job Description

About Squared Away

Squared Away supports founders, executives, and leadership teams operating at a high level of complexity and pace. Our assistants are not task-takers. They are trusted, strategic partners who bring structure, clarity, and follow-through to demanding environments.

We exist to give people their most valuable resource back: time. That work requires judgment, discretion, and consistency, every single day.

Reports to: Director of Client Connections

Scope: Client Experience, Retention & Relationship Health

Role Summary

The Account Manager is responsible for protecting client relationships, stabilizing service delivery across a contractor workforce, and driving long-term client retention through proactive relationship management.

This is a client-facing role requiring the ability to communicate effectively with individuals from diverse personalities, backgrounds, and communication styles. Account Managers must approach all interactions with professionalism, emotional intelligence, and a non-judgmental mindset.

The Account Manager serves as the primary relationship steward after onboarding, ensuring clients feel supported, heard, and confident in the partnership while identifying and resolving potential risks before they escalate.

Application & Interview Timeline

• Application Window: April 8 - April 12, 2026 at 11:59pm PT
• Applications will be reviewed on a rolling basis, and interviews may begin as early as April 9, 2026
• This posting may close prior to April 12 if a strong pool of applicants is identified
• Interviews may continue through April 17th, depending on applicant volume and scheduling
• Anticipated start date: May 1, 2026

Eligible Work Locations

This role is open to candidates who reside and are authorized to work in the following U.S. states:

• Alaska
• Arizona
• California
• Colorado
• Florida
• Georgia
• Hawaii
• Indiana
• Iowa
• Kansas
• Kentucky
• Maryland
• Missouri
• Nevada
• North Carolina
• Ohio
• Oklahoma
• South Carolina
• Texas
• Virginia
• Washington

What Tends to Work Well in This Role

Account Managers represent the company both internally and externally and must demonstrate professionalism in communication, judgment, and conduct.

• Maintaining a professional workspace that supports focused Zoom or Phone call conversations with clients.
• Demonstrating a strong understanding of Squared Away’s policies and processes, particularly as they relate to clients working directly with assistants.
• Being comfortable engaging with perspectives that differ from your own and communicating in a neutral, professional manner. If this is not something you are comfortable with, this role is not the right fit for you. 
• Maintaining professionalism across personal social media platforms. Even when profiles are private, employees represent the brand and are expected to demonstrate professionalism and good judgment online.

What You’ll Be Responsible For

Account Managers serve as the primary point of contact for client conversations related to relationship health, concerns, and performance discussions.

• Welcoming the client and introduce yourself as the primary Account Manager.
• Offer early check-ins to establish rapport and clarify support structure.
• Conduct follow-ups at key milestones to ensure satisfaction and alignment.

• Maintain regular contact and relationship health monitoring.
• Facilitate quarterly reviews and respond proactively to shifts in client satisfaction or flagged issues.
• Follow up on survey scores and after any assistant transition to support smooth continuity.
  

Critical Competencies

Successful Account Managers demonstrate:

• High emotional regulation
• Strong skills in navigating difficult conversations
• Excellent documentation and follow-through
• Comfort operating within ambiguity
• Calm, solution-oriented approach under pressure
• Strong relationship-building and communication skills
  

Discretion & Trust

• Handle sensitive and confidential information with absolute integrity

How We Will Support You in This Role

The Account Manager role begins in a 90-day probationary period. After 90 days in the role, you will have a performance review with the Director of Client Connections.

In this role, you will be supported by the Director of Client Connections and the broader Client Experience leadership team to ensure clear direction, alignment, and partnership in managing your client portfolio. You won’t be operating in a silo. We provide structured check-ins, guidance on complex client situations, and cross-functional collaboration so you are never navigating challenges alone.

You will have access to established processes, documentation standards, and communication frameworks to support consistency in your work, along with visibility into client health indicators and internal updates that may impact your client portfolio.

We prioritize proactive communication and cross-functional transparency, ensuring you are equipped to confidently manage relationships, identify risks early, and drive strong client outcomes.

What We Expect

Account Managers at Squared Away are expected to take full ownership of their client relationships, serving as the primary point of contact for client satisfaction, retention, and overall experience.

This is a high-ownership role. You are trusted to proactively identify risks, address concerns with urgency and professionalism, and maintain consistent, high-quality communication that builds long-term client trust. You will collaborate closely with fellow Account Managers, the Director of Client Connections, and cross-functional teams to ensure alignment, particularly when navigating assistant performance, client concerns, or service adjustments.

This role requires sound judgment, emotional intelligence, and the ability to remain calm, neutral, and solution-oriented in all client interactions, especially in high-pressure or sensitive situations. You should be comfortable operating independently while staying aligned with company standards and expectations. Strong documentation, follow-through, and attention to detail are essential.

Requirements

Performance & Goal Reviews

90 Day Review: After 90 days, you will have a formal performance review with the Director of Client Connections.

Mid-Year Check-In: A dedicated check-in to align on ongoing goals, performance metrics, and any areas of support or development.

Annual Performance Review: A comprehensive yearly review with the Director of Client Connections evaluating results, leadership behaviors, and alignment with Squared Away values.

Minimum Qualifications (Required)

• Must be available during normal business hours Monday–Friday, 9 AM–5 PM in Eastern Time or Central Time for regular client communication
• This role cannot be combined with another job or client that limits availability during these hours
• Reliable home office setup, including:
• Mac or PC computer with webcam
• High-speed internet
• Smartphone with email capabilities
• A designated, quiet workspace suitable for professional work where you can conduct client calls away from children or outside noise.

Skills & Attributes We Look For

• Demonstrated experience in client-facing roles, particularly in relationship management, account management, or service operations. Experience supporting client retention, navigating complex conversations, and maintaining strong, stable client relationships is highly valued.
• Experience at Squared Away is a plus.
• Strong written and verbal communication skills, able to clearly and concisely communicate in a variety of contexts
• Proficiency in Microsoft Office, including Word, Excel, PowerPoint, and Outlook, with familiarity using project management tools
• Experience managing schedules, communication, and priorities across time zones
• Understanding of cross-cultural communication in a global working environment
• Exceptional organization and attention to detail
• High emotional intelligence and situational awareness
• Comfortable working independently without constant direction
• Tech-savvy and quick to learn new systems and tools
• Proactive mindset that anticipates needs rather than reacts

Benefits

Compensation Details

• This position is a W-2 position.
• W-2 positions at Squared Away operate on a 55%/45% split for all client and internal plans.
• Account Managers will be on a 50-hour plan, and compensation is determined by tier level, which is determined by length of time at Squared Away:
• Tier 1 (0–2 years) : $1,100/month
• Tier 2 (2–4 years): $1,375/month
• Tier 3 (4+ years): $1,650/month

• Time Off: 160 hours annually
• Paid Sick Leave: 40 hours annually
• Paid Family Leave: 6 weeks of paid family leave after 12 months with Squared Away
• Health Benefits: This role is eligible for health benefits through Squared Away

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