Associate, Account Management

Henry•New York, NY

23h•Onsite

About The Position

We’re hiring an Associate on our Account Management team to own a book of commercial real estate broker accounts from onboarding through renewal. This is not a traditional account management role. We want someone who becomes deeply embedded in their customers’ businesses – understanding what they’re trying to accomplish, how their teams work, where they’re getting stuck, and how Henry can help them operate better. You should think like a consultant and operate like an owner. Customers won’t always come to you with a clearly defined problem. You’ll ask the right questions, figure out what’s actually going on, come up with creative solutions, and move quickly to make them happen. The relationship matters just as much as the solution. The best people in this role genuinely know their customers – their goals, what motivates them, and the personal details that turn an account into a real relationship. You become someone they trust, call first, and want in their corner. You’re not just maintaining accounts. You’re helping customers work better, growing the partnership, and making Henry indispensable to their day-to-day.

Requirements

1–3 years of experience in customer success, account management, consulting, or another client-facing role with meaningful ownership
Exceptional relationship builder: you genuinely enjoy getting to know people and investing in long-term relationships
Consultative thinker: curious, thoughtful, and able to turn ambiguous problems into clear solutions
Creative problem solver: you don’t need a playbook for every situation
High ownership: your instinct is “I’ll take care of it”
Proactive by default: you create opportunities and solutions rather than waiting for someone to ask
Commercially minded: you understand how great customer outcomes lead to retention and growth
Highly organized: able to manage a large book of accounts without dropping details
High-energy communicator: comfortable calling, texting, emailing, and jumping on live conversations with customers
Data-curious: comfortable using usage signals alongside qualitative customer context to decide what to do next
Low ego, high standards: willing to do whatever it takes to create a great customer experience

Responsibilities

Own a high-volume book of CRE broker accounts across onboarding, adoption, retention, renewal, expansion, and overall account health
Understand each customer’s business, workflows, team structure, priorities, and definition of success
Drive adoption by embedding Henry into the workflows that matter most to each account
Identify and execute on expansion opportunities across new teams, users, and use cases
Lead renewal conversations with a clear understanding of the value Henry is delivering
Stay close to usage and customer behavior to identify risks and opportunities early
Build genuine, high-trust relationships through consistent, thoughtful engagement
Know your customers as people - what matters to them, what motivates them, and the details that make relationships real
Approach customer problems consultatively: ask great questions, identify the root issue, and recommend a path forward
Bring customers ideas they haven’t asked for yet based on what you know about their business
Connect customer needs with Henry’s product, people, and capabilities to create better outcomes
Turn customer insight into clear, actionable feedback for Product, Engineering, and the broader team
Have a strong default to action — if you see something that needs to happen, you move it forward
Take end-to-end ownership of customer commitments and stay close until they’re done
Create momentum rather than waiting for it: make the call, send the text, book the meeting, pull in the right person
Get creative when the obvious solution doesn’t exist
Operate with urgency, strong follow-through, and a high bar for quality
Manage a large number of moving pieces without letting details or customer commitments slip