Account Manager (Scaled Growth & Retention)

Intertek US

2d•Remote

About The Position

Account Manager (Scaled Growth & Retention) – Remote Intertek, a leading provider of quality and safety solutions to many of the world’s top-recognized brands and companies, is actively seeking an Account Manager (Scaled Growth & Retention) to join our Wisetail team. This is a fantastic opportunity to grow a versatile career in Customer Success, Account Management, and SaaS growth strategy. Intertek's People Assurance teams empower your workforce to identify and close operational gaps and mitigate risk by assuring smart actions across your organization. Intertek Wisetail provides a custom branded training and communication platform built to engage today’s workforce with a complete learning management system, giving customers the tools to grow their passionate workforce. Learn more @ www.wisetail.com. Intertek is continually innovating and evolving to reduce risk for consumers, brands, and organizations in every sector and industry around the world. We go beyond Testing, Inspection and Certification of products: we are a Total Quality Assurance Provider to industries worldwide. Our Purpose: Bringing quality, safety, and sustainability to life. What are we looking for? We are seeking a proactive and data-driven Account Manager to join our team. This role focuses on driving client engagement, retention, and expansion through scaled programs, automation, and AI-assisted strategies. You will work closely with Customer Success Operations and Business Development to ensure clients realize maximum value while meeting growth targets. What you’ll do: Scaled Client Engagement: Execute one-to-many engagement motions using automation, campaigns, and AI-assisted communication. Manage client communications, surveys, and webinars at scale. Inform and influence program improvements by surfacing insights, user behavior trends, and workflow opportunities. Growth & Retention Journeys: Implement automated renewal and expansion workflows leveraging tools such as 6sense, Outreach, and Pendo. Draft and refine automated content (email sequences, in-app guides, videos, templates) that align with digital workflows. Collaborate closely with CS Ops and Product Marketing to ensure content is fresh, segmented, and aligned with client needs. Monitor adoption signals, intent data, and churn risk triggers to inform proactive outreach. Workflow Optimization: Partner with CS Ops to refine and enhance automation workflows for efficiency and impact. Support controlled experiments (e.g., A/B tests) and provide observations that guide refinement. Pipeline Development: Collaborate with Wisetail Business Development to prospect account whitespace and build upsell/expansion pipelines for Tier 4 clients. Community Engagement: Own engagement in our client-facing community and education platform, The Drop, and lead client office hours. Continuous Innovation & Trend Awareness: Actively research and stay current on digital CS tools, AI-enabled workflows, and scaled engagement best practices. Proactively bring forward new ideas, emerging approaches, and opportunities to enhance existing programs.

Requirements

Bachelor’s degree (BA/BS) in Business Administration, Marketing, Communications or a related field required.
3+ years of experience in Customer Success, Account Management, or Growth roles.
Strong understanding of client engagement strategies and lifecycle management.
Hands-on experience with platforms such as Salesforce, Pendo, Outreach, Gainsight, Catalyst, Totango, or similar engagement tools.
Excellent communication and organizational skills.
Data-driven mindset with the ability to interpret signals and take action.
Experience managing scaled programs and automation workflows.

Nice To Haves

Background in SaaS or technology-driven environments.
Experience with digital client success methods, intent data and churn risk analysis.
Ability to work cross-functionally with Sales, Marketing, and Operations teams.

Responsibilities

Execute one-to-many engagement motions using automation, campaigns, and AI-assisted communication.
Manage client communications, surveys, and webinars at scale.
Inform and influence program improvements by surfacing insights, user behavior trends, and workflow opportunities.
Implement automated renewal and expansion workflows leveraging tools such as 6sense, Outreach, and Pendo.
Draft and refine automated content (email sequences, in-app guides, videos, templates) that align with digital workflows.
Collaborate closely with CS Ops and Product Marketing to ensure content is fresh, segmented, and aligned with client needs.
Monitor adoption signals, intent data, and churn risk triggers to inform proactive outreach.
Partner with CS Ops to refine and enhance automation workflows for efficiency and impact.
Support controlled experiments (e.g., A/B tests) and provide observations that guide refinement.
Collaborate with Wisetail Business Development to prospect account whitespace and build upsell/expansion pipelines for Tier 4 clients.
Own engagement in our client-facing community and education platform, The Drop, and lead client office hours.
Actively research and stay current on digital CS tools, AI-enabled workflows, and scaled engagement best practices.
Proactively bring forward new ideas, emerging approaches, and opportunities to enhance existing programs.