Founding Account Manager

Conduit Agency•San Francisco, CA

52d•Hybrid

About The Position

As Conduit's first Account Manager, you'll own the post-sale customer journey—from adoption and success to renewal and expansion. You'll be the face of Conduit for our 100+ customers, ensuring each one achieves measurable value and grows with us over time. This is both a builder and operator role: you'll design the foundation for scalable account management processes (renewals, QBRs, health tracking) while personally managing and growing customer relationships. You'll partner closely with our Sales, Operations, and Implementation teams to ensure seamless customer transitions from go-live to long-term success. After a customer is successfully launched by the Sales and Implementation teams, you'll take ownership of the relationship—driving adoption, optimizing outcomes, and identifying opportunities for expansion.

Requirements

You are excited to work hard to help a startup grow into a durable, lasting company
3+ years of experience in SaaS account management; bonus points for logistics experience
You are comfortable being measured on NRR and GRR as well as customer success
You have consistently renewed and expanded your book, not just kept customers happy
Experience collaborating with implementation and operations teams to ensure post-launch success.
Analytical mindset — comfortable using data to measure impact and identify opportunities.
Self-starter with a builder's mindset — you thrive in a fast-paced, early-stage environment where process isn't handed to you. You're excited to roll up your sleeves and work with a lean techstack.
Familiarity with CRM and success tools
You are an avid user of AI tools and have leveraged it for your current job.
Willingness to travel occasionally to customer sites
You know how to run QBRs that connect product usage to business outcomes
You have stayed in roles long enough to prove impact (2-3+ year stints)

Responsibilities

Own customer relationships post-implementation, ensuring adoption, retention, and satisfaction across your portfolio.
Carry a quota on GRR and NRR : renew contracts, expand locations, and upsell modules.
Report on key metrics (GRR, NRR, expansion pipeline) and forecast renewals accurately.
Build the AM playbook — establish processes for renewals, QBRs, health scoring, and churn risk management.
Monitor account health , usage, and ROI, taking proactive steps to address risk or surface growth opportunities.
Serve as the voice of the customer , sharing insights that shape product priorities and roadmap.
Establish trust and credibility at multiple levels of the customer organization—from site-level operations to executives.
Partner Implementation and Operations teams to ensure a smooth handoff and consistent customer experience.
Partner with Sales during the first 3 months of strategic accounts with full comp, then take sole commercial ownership
Partner with Marketing to customer success stories into references and case studies that drive future sales