Founding Account Manager / Customer Success Manager
About The Position
Agave is a fast-growing, profitable, early-stage startup (YC W22, Accel-backed) seeking its second dedicated account manager. This role is a career-defining opportunity to join a company with significant funding and a strong customer base. You will be instrumental in driving customer retention, expansion, and shaping the customer success strategy. Reporting directly to a co-founder, you will play a key part in growing the company's Annual Recurring Revenue (ARR) from $Xm to $XXm+. The ideal candidate is hungry, scrappy, and energetic, eager to contribute to a rapidly scaling environment. This position involves clear renewal and expansion targets, with compensation focused on salary and performance bonuses.
Requirements
- 3+ years of account management experience, with at least 2 years managing customer accounts at a b2b SaaS company.
- Understanding of the relationship-building, process, and tenacity required to retain and expand 5-6 figure B2B SaaS contracts.
- Previously managed a book of $1M+ ARR involving B2B SaaS accounts.
- Proven customer success and expansion success, evidenced by retention rates, NRR/GRR metrics, and manager feedback (specific numbers required for interviews).
- Hands-on approach, comfortable operating in the details of customer relationships and driving expansion.
- Owner mindset: self-directed, able to work with minimal supervision, proactive in flagging at-risk customers and fighting to save them.
- Strong Emotional Quotient (EQ): ability to listen, sell, be attuned to customer sentiment, and recognize early warning signs of churn.
- Ability to consistently deliver results, doing any task needed to deliver on time; gritty and not easily discouraged.
Nice To Haves
- Experience managing customer accounts in the construction tech industry.
- Experience at a startup, ideally Series B/C or earlier.
- Comfortable operating without established processes; experience building processes from scratch.
- Familiarity with accounting concepts and nuances.
Responsibilities
- Own the customer lifecycle, including retention and renewals by building deep relationships with customer champions and economic buyers, driving on-time renewals at high rates, monitoring account health, identifying churn risks, and executing retention strategies.
- Act as the front line of defense for customer escalations, navigating difficult conversations and coordinating with Engineering and Product to resolve issues quickly, turning detractors into promoters through exceptional service recovery.
- Identify and close expansion opportunities (new use cases, new products, etc.) with existing customers.
- Run Quarterly Business Reviews (QBRs) with key accounts to review ROI, identify opportunities, and strengthen relationships.
- Gather product feedback and advocate for customer needs with Engineering and Product teams.
- Improve customer success processes, including playbooks, health scoring, QBR templates, renewal workflows, CRM hygiene, and expansion dashboards.
- Join weekly sprint planning with Engineering to represent customer priorities.
Benefits
- Healthcare: company covers 90% of healthcare costs with several plan options.
- 401k: company matches 100% of contributions up to 4% of annual salary.
- Performance Bonuses: annual bonuses based on company growth goals, a percentage of base salary.
- Relocation: sizable relocation bonus for those outside the Bay Area, and a bonus for moving within a 15-minute walk of the office.
- Food Stipends: breakfast and dinner stipends through DoorDash.
- Office Amenities: kitchen stocked with coffee, snacks, drinks, and more.
- On-site Gym: equipped with Peloton, squat rack, Tempo, Yoga setup, and more.
- Visa Sponsorship: sponsorship for Visas (H1B, TN, etc.) for qualified candidates.
- Commuter Benefits: pre-tax contributions for commuting costs and full coverage of a Muni pass for public transit users.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
