B2C Account Manager

Black Spectacles • Chicago, IL

2d • Remote

About The Position

Black Spectacles is the leading learning platform for architects and designers, recognized for our strong brand, thriving business, and meaningful impact on the architecture profession. We are passionate about supporting the architecture and design community through innovative educational products and exceptional customer experiences. As a fully remote, entrepreneurial company, we foster a collaborative, high-performing culture where creativity, professionalism, and growth thrive. Our team is driven by a shared commitment to excellence, innovation, accountability, and taking care of one another. Black Spectacles has been recognized by Great Place to Work and Built In as a top workplace, honored by the American Institute of Architects for our national impact on the profession, and named by Inc. Magazine as one of the fastest-growing companies in the country.

This is a brand-new, high-impact role with the opportunity for ownership and professional growth. We are seeking a proactive, detail-oriented Account Manager to support the growth and success of our existing and future B2C client relationships. This role partners closely with the sales and marketing teams to deliver a world-class client experience through account support, relationship management, operational coordination, and client engagement initiatives. The ideal candidate is highly organized, client-focused, and eager to grow within an account management or client success career path. This is an excellent opportunity for someone who enjoys building relationships, solving problems collaboratively, and contributing to client retention and long-term success.

Requirements

• Bachelor's degree
• 2 to 4+ years of account management experience with a sales component
• Demonstrated ability to upsell, cross sell, or grow existing accounts
• Strong written and verbal communication with a relationship first approach
• Self-starter who is comfortable operating without a polished playbook or fully built CRM on day one
• Excellent organizational skills and the ability to manage a high volume of accounts independently
• HubSpot experience preferred; Intercom and Stripe experience a plus
• Comfortable in a fully remote, high accountability environment
• High integrity, coachability, and a genuine interest in helping customers succeed

Responsibilities

• Own outbound and inbound engagement with Black Spectacles' B2C subscriber base, with a primary focus on upselling existing customers into the expert tier
• Convert inbound prospects who reach out through customer service channels asking which subscription tier to choose
• Manage cancellation save conversations and build out our engagement pipeline for subscribers who pause their membership
• Handle a limited volume of customer service tickets (approximately 10% of the role) that are not resolved through the AI support tool
• Partner with sales and engineering to help structure and clean up B2C customer data inside HubSpot, building the infrastructure needed to operate this book as a true sales pipeline
• Track engagement and account health metrics to inform outreach priorities and surface at risk subscribers
• Contribute ideas, processes, and playbooks that shape this role into a scalable function
• Maintain accurate records inside HubSpot CRM
• Operate with a high level of professionalism, ownership, and follow through across every customer interaction

Benefits

• Work From Home: Enjoy the flexibility of working remotely year-round.
• Comprehensive Benefits: Starting day one, access to BCBS Health, Dental, Vision, Disability, and Life Insurance coverage.
• Savings & Retirement Plans: FSAs, HSAs, and a 401(k) plan with company match up to 4%.
• Generous Paid Time Off: Accrue up to 3 weeks of vacation annually, along with 8 holidays, 2 floating holidays, and up to 1 week of sick leave.
• Referral Program: Earn rewards by referring top talent to our team.
• Team Building: Enjoy semi-annual team gatherings and events that foster collaboration and camaraderie.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level