Account Manager - SMB
- Teamsnap
- Remote USA
Job Description
TeamSnap is seeking an Account Manager who will establish strong relationships with TeamSnap's Sports Organization customers, ensure high retention and product adoption. Ideal candidates have strong B2B relationship management skills and a consultative approach, and thrive in a high-volume, process-driven environment where responsiveness, follow-through, and customer advocacy are the core of the job.
What Makes This Different From Other Account Management Opportunities?
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You’ll be equipped with the latest tools such as Salesforce, Slack, Zoom, and ChurnZero
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You’re not in a churn-and-burn environment. We’ll support you with training and continuous coaching to be successful.
What You'll Do:
Own and manage a high-volume support queue, triaging incoming customer cases with speed and accuracy — this role requires comfort with volume, process discipline, and consistent follow-through across a large book of business
Respond to customer inquiries and issues through the queue, providing timely, professional, and empathetic resolutions while maintaining high customer satisfaction standards
Handle escalations quickly and calmly — assess urgency, loop in the right internal stakeholders, communicate proactively with the customer, and see issues through to resolution
Follow established processes and playbooks for case management, renewal workflows, and migration support — and flag gaps or inefficiencies when you spot them
Identify patterns across cases and proactively surface recurring customer pain points, friction points, or product feedback to your manager and cross-functional teams
Support customers through the TeamSnap ONE migration by managing queue-based touchpoints, answering platform questions, and escalating blockers to the appropriate teams
You’ll serve as the "Voice of the Customer" internally, escalating product feedback that will address the needs of our customers to ensure proper product prioritization.
Important Qualities:
Motivated - You get excited about exceeding business sales goals
Strong Business Acumen - You understand our customers' goals and operations and how TeamSnap can add value to their organizations
Resourceful - You're not afraid to take initiative but also ask for guidance when needed
Customer Focused - You have compassion and care for the customer experience
Process-Oriented - You follow documented workflows consistently, manage your queue with discipline, and look for ways to improve the process over time
Collaborative - You believe in "we" before "I" and love to celebrate wins together
What will set you up for success:
Experience: Minimum 0-3 years in Customer Success, Account Management, or Support, preferably in a SaaS environment
Proven track record of managing a high-volume book of business or support queue with consistent results
Ability to travel occasionally, including but not limited to our annual company meeting, periodic sales team meetings throughout the year, potential trade shows, and potential client visits.
Sports industry experience (preferred)
