Account Manager

DAT•Seattle, WA

19h•Hybrid

About The Position

DAT is looking for a relationship-driven Customer Success Manager (Account Manager), located in Seattle, to own the post-sale experience for our highest-value customers. This person will sit at the intersection of onboarding, retention, and expansion — serving as a dedicated, knowledgeable point of contact for VIP accounts throughout their lifecycle. If you thrive on building trust, navigating nuanced commercial conversations, and identifying growth opportunities within existing relationships, this role is for you.

Requirements

3+ years of experience in account management, customer success, or a client-facing role — ideally within fintech, insurance, lending, or a B2B SaaS environment.
Proven track record managing high-value customer relationships with measurable retention and/or expansion outcomes.
Strong commercial acumen — comfortable navigating pricing conversations and understanding the levers available to retain or grow an account.
Exceptional written and verbal communication skills; able to tailor messaging to both executive stakeholders and day-to-day operators.
Highly organized with the ability to manage a large, diverse book of business without letting anything fall through the cracks.
Collaborative by nature — able to work cross-functionally with Sales, Underwriting, Product, Support, and Operations.
Experience working within a factoring, transportation finance, or freight brokerage environment.
Familiarity with CRM tools (e.g., Salesforce, HubSpot).
Background in conducting product demos or solution-based onboarding sessions.
Experience building internal business cases or expansion proposals for strategic accounts.

Responsibilities

Own the onboarding experience for our top-tier accounts, ensuring a high-touch, personalized journey from day one.
Lead tailored product demos for VIP customers during the onboarding phase, adapting content to each account's specific use case.
Act as a dedicated resource that VIP customers can rely on — someone who knows their account and proactively drives them toward early value realization.
Partner with underwriting teams to resolve outstanding post-close UW items quickly, reducing friction and accelerating time-to-value.
Track onboarding milestones and CSAT signals, flagging risk early and adjusting your approach accordingly.
Serve as the primary point of contact for customers with rate reduction requests or who have submitted cancellation notices.
Navigate sensitive commercial conversations with empathy, clarity, and a thorough understanding of what solutions are commercially viable.
Develop and execute save strategies for at-risk accounts, balancing customer needs with business constraints.
Maintain a consistent, reassuring voice during churn conversations — one that preserves the relationship regardless of the outcome.
Track and report on retention outcomes, building a feedback loop that informs product, pricing, and CS strategy.
Proactively identify and pursue expansion opportunities within the VIP portfolio.
Drive growth by working with Underwriting to expand the pool of factorable brokers within existing VIP accounts.
Work cross-functionally with Sales, Underwriting, and Product to build the business case for broker expansion opportunities.
Conduct regular account reviews to surface unmet needs and position additional value.
Accurately forecast and track expansion pipeline and closed expansion revenue.