Account Manager

CoinFlip•Alton, NH

About The Position

The Account Manager is responsible for owning day-to-day communication and relationship management for a portfolio of existing CoinFlip accounts. This role ensures high satisfaction, retention, renewals, and growth by proactively managing account needs, resolving issues, coordinating internal support, and identifying upsell/cross-sell opportunities. You’ll serve as the primary point of contact and trusted advisor, ensuring accounts receive timely, effective service while driving revenue through renewals and expansion.

Requirements

2+ years in account management, customer success, or client-facing relationship roles (B2B preferred).
Proven experience owning renewals and retaining a book of business.
Strong communication skills—clear, professional, and confident.
Ability to troubleshoot issues, coordinate teams, and manage escalations with urgency and accountability.
Comfortable negotiating commercial terms and navigating objections.
Strong organization and CRM discipline (Salesforce or similar).
Demonstrates strong attention to detail to ensure accuracy, consistency, and adherence to processes.

Nice To Haves

Experience in fintech, payments, crypto, kiosks/retail networks, or regulated industries.
Familiarity working cross-functionally with Legal, Finance, Compliance, and Product teams.
Experience with multi-location or operationally complex accounts.
Fluency in English and Spanish (desired, not required).

Responsibilities

Act as the primary day-to-day contact for assigned existing accounts, managing communications across phone, email, chat, and meetings.
Build strong relationships with key stakeholders and maintain a clear understanding of each account’s goals, operations, and pain points.
Run regular check-ins, account reviews, and performance updates to ensure alignment and satisfaction.
Maintain accurate account documentation and communication logs in CRM and internal systems.
Own retention strategy for assigned accounts—identify churn risk early and execute mitigation plans.
Manage contract renewals end-to-end, including timelines, pricing discussions, and stakeholder coordination.
Lead renegotiations as needed, partnering with internal teams (Legal, Finance, Compliance, Sales Leadership) to finalize terms.
Ensure renewals and amendments are executed accurately and on time.
Troubleshoot account issues and coordinate cross-functional resolution with Operations, Support, Product, Compliance, and Engineering.
Triage incoming requests, set expectations, and drive timely outcomes with clear updates to the customer.
Escalate critical issues appropriately, ensuring internal accountability and customer confidence.
Track recurring issues and provide feedback to internal teams to reduce friction and improve customer experience.
Identify opportunities to expand product adoption through upsell and cross-sell motions.
Educate customers on new CoinFlip products, features, and programs relevant to their business needs.
Partner with Sales and Product teams to position solutions, build business cases, and close expansion opportunities.
Maintain a pipeline of expansion opportunities and report progress against targets.
Other duties as assigned.