CSM / Account Manager

Sequel.io

4d•Remote

About The Position

We’re growing our Customer Success team and are looking for a Customer Success Manager / Account Manager to own and expand relationships with our customers across their entire lifecycle. In this role, you’ll act as a trusted advisor to marketing leaders, helping them successfully adopt Sequel, realize value from our platform, and grow their engagement programs over time. You’ll be the primary point of contact post-sale—owning onboarding, adoption, renewals, and expansion—while collaborating closely with Sales, Product, Support, and Leadership. This role offers significant visibility and growth. You’ll work closely with senior stakeholders and the founders internally, reporting to our VP of Customer Success, and externally with customers ranging from fast-growing companies to large enterprises.

Requirements

You have 3-5+ years of experience in Mid-Market/ Enterprise Account Management or Customer Success
Proven ability to manage renewals, expansions, and long-term customer relationships
Relationship builder: Ability to grow and nurture strategic relationships with external stakeholders at the executive level of small and large organizations
Strategic: You have experience gaining a deep understanding of customer's business goals and building strategies to support those outcomes.
Customer obsessed: You only hang your hat up when customers get what they came for, and you'll run through brick walls to make that happen.
Technical Brain: Analytical mindset and non-technical customer skills. Passionate about how the technology works.
Ownership: Act with 100% responsibility for own outcomes as well as the outcomes of the company

Nice To Haves

Experience working in B2B SaaS or Martech is a huge plus.

Responsibilities

Own the Customer Journey - Manage a portfolio of customer accounts to foster long-term partnerships through onboarding, ongoing success and renewal.
Identify opportunities for renewals and expansions, driving increased account value through upsells, cross-sells, and long-term customer partnerships.
Onboard new Business and Enterprise customers to ensure they are set up for success and track success KPIs.
Act as the main point of contact for any customer escalations and provide resolutions in a timely, proactive manner
Deliver Quarterly Business Reviews to drive product adoption and customer satisfaction.
Contribute significantly to our product development by working closely with the internal product teams on surfacing customer feedback and use-case value.
Build Customer Success Best Practices - Define, develop and deliver playbooks and offerings to encourage adoption, delight our customers and make the company more efficient.
Act as the Voice of the Customer - Become the customer advocate and help implement cross-functional initiatives across Sales, Product, and Support
Given the nature our fast growing startup, you'll have the chance to build your own programs and initiatives.

Benefits

Health: Medical, Dental and Vision Insurance: 100% coverage for you and a dependent
401(k) Plan
Stock Options - the perfect time to join Sequel as we get ready for our next phase of growth
PTO:20 days off per year + a generous 7-10 days Winter Company Break + other federal holidays
Generous Parental and Compassionate Leave Policies
Setting you up for success: Best in class technology package to do your best work such as MacBook Pro, Headphones and budget for a workstation setup.
Performance Rewards: We want to see you grow in the role and beyond. As a high growth startup, your career path gets accelerated with great performance and you always have a seat at the table. We encourage your learning with courses and events.
Annual IRL Retreats (last year we were in Barcelona!)

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