Account Manager, SMB

Canopy•South Jordan, UT

5d•Hybrid

About The Position

Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, powerful software for accounting firms. We're on a mission to help accountants build an autonomous firm — giving them back the time and tools they need to focus on what matters most: their clients. We believe the accounting industry deserves world-class software, and we're building exactly that. Our Practice Management Suite is purpose-built for firms that want to work smarter, grow faster, and deliver more value to the people they serve. We place a strong emphasis on delighting our customers, spotting and solving problems, and being good people along the way. The Opportunity We are hiring an Account Manager to help ensure our self-serve customers are successful with Canopy while also playing a key role in retaining and growing accounts. In this role, you will support customers with subscription-related questions and proactively engage with customers who are considering downgrading or canceling their subscriptions. You will work to understand the root cause of customer concerns, educate customers on the value of Canopy’s platform, and identify solutions that help customers continue to succeed with our product. The Account Manager will collaborate closely with Account Management, Support, Finance, and Sales to resolve issues, improve customer outcomes, and help drive Net Revenue Retention (NRR) and Expansion across the customer base. This role requires strong communication skills, a problem-solving mindset, and the ability to navigate complex customer conversations with empathy and professionalism. This is a hybrid position in South Jordan, Utah (M, W, F in-office).

Requirements

1+ year of experience in customer success, customer support, or account management in a tech or SaaS environment.
Strong written and verbal communication skills with the ability to navigate complex customer conversations.
A consultative mindset focused on understanding customer needs and delivering solutions.
Strong problem-solving and critical thinking skills.
Ability to handle challenging situations with empathy and professionalism.
Ability to quickly learn software tools and confidently guide customers through solutions.
Strong organizational skills and ability to manage multiple customer conversations simultaneously.
A self-starter who takes ownership of customer outcomes and continuously looks for ways to improve the experience.

Nice To Haves

Experience working in customer retention or churn prevention.
Experience supporting SaaS subscription products.
Experience with support ticketing systems or CRM platforms.
Experience in the accounting or tax software space.

Responsibilities

Deliver timely, personalized support to customers by leading customer calls, coordinating meetings, and providing follow-up via email as needed.
Proactively identify upsell and expansion opportunities within existing accounts, recommending solutions that align with customer goals and increase account value.
Manage conversations with customers who are considering downgrading or canceling their subscriptions, working to retain accounts whenever possible.
Identify the root cause of customer concerns and partner internally to resolve issues impacting the customer experience.
Educate customers on Canopy’s features, resources, and best practices to help them get the most value from the platform.
Develop a deep understanding of Canopy’s subscription model, pricing structure, and product capabilities.
Partner with Account Managers and our Sales Team to identify opportunities to increase product adoption, preserve revenue, or adjust usage strategies.
Track retention opportunities and outcomes to support improvements in Net Revenue Retention (NRR).
Maintain a positive, patient, and professional attitude when navigating challenging customer conversations.
Collaborate with internal teams such as Finance, Support, and Product to resolve billing or account-level issues.
Identify common customer challenges and share insights with internal teams to improve the overall customer experience.
Help improve internal processes and playbooks for handling retention conversations and customer objections.