Account Manager - Client Retention & Connections

Squared Away

18h • Remote

About The Position

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.
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.

Requirements

• 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.
• 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.
• 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

Nice To Haves

• Experience at Squared Away is a plus.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees