SMB Account Manager

ArcSite•Grand Rapids, MI

7d•Remote

About The Position

ArcSite is seeking an SMB Account Manager to join their remote-first team. This role is focused on expanding, protecting, and nurturing the Small and Medium Business (SMB) customer base. The Account Manager will own a dedicated book of business, focusing on growing relationships and driving expansion, retention, and long-term success. The primary goals are to drive Net Revenue Retention (NRR) and expansion through proactive renewals, software tier upgrades, and ecosystem adoption. The role also involves serving as the first line of support for the assigned accounts, ensuring timely resolution of product questions and issues. A strong understanding of the ArcSite platform and the ability to navigate strategic conversations and day-to-day product needs are essential. The ideal candidate is a proactive relationship builder with sharp commercial acumen who thrives in a fast-paced environment and enjoys helping smaller businesses scale. This is a high-visibility, high-impact role with direct influence on customer growth and satisfaction.

Requirements

2–4 years of experience in account management, customer success, or inside sales, ideally managing a high volume of accounts within a SaaS or technology environment.
Quota-carrying experience with a proven track record of securing revenue through both strategic and reactive expansion revenue, preventing churn and managing a renewal pipeline.
Strong CRM proficiency (HubSpot, Salesforce, or similar) with experience in forecasting and account planning
Ability to proactively research accounts, discovering scenarios where interaction is critical either for expansion, renewal, usage or satisfaction.
Executive presence and the ability to build credibility with C-level stakeholders
Commercial acumen with experience negotiating renewals, expansions, and multi-year agreements
Analytical skills to interpret usage and ROI data and translate insights into strategic recommendations
A consultative, customer-first mindset with resilience and ownership in ambiguous environments
Ability to balance multiple priorities simultaneously, keeping a high volume of accounts engaged while maintaining fast response times and onboarding velocity.
Strong negotiation and presentation skills, specifically in handling tier-upgrade objections and converting short-term accounts into long-term annual commitments.
Brings genuine curiosity and problem-solving skills to every interaction, ensuring customer business outcomes tie directly back to deep product usage.

Nice To Haves

Customer support experience is a plus.
A background in construction tech, field services, or related trade industries is a major plus, but not required.
Candidate preferably is a resident of Denver, CO or Grand Rapids, MI.

Responsibilities

Own a portfolio of strategic accounts, driving retention, expansion, and long-term partnership growth
Proactively identify, negotiate, and close expansion opportunities, taking full responsibility for maintaining high Net Revenue Retention (NRR) which includes minimizing churn.
Provide hands-on product guidance and frontline issue resolution for accounts, ensuring strong adoption and a high-quality customer experience.
Build trusted relationships with senior stakeholders and ownership groups, aligning solutions to business objectives. Actively seek additional decision makers to ensure a strong depth of outreach opportunities.
Monitor account health metrics, including product usage, across the book of business, anticipating challenges, proactively mitigating cancellation risks, and resolving issues efficiently.
Assist with other CS functions including onboarding and support as necessary.
Identify and execute upsell and cross-sell opportunities while leading proactive, value-driven renewals.
Identify accounts on flexible terms and manage campaigns to successfully convert SMB clients from monthly subscription models into annual commitments.
Drive customer adoption of ArcSite's integrated solutions by securing client commitments to payments and finance platforms and facilitating a smooth workflow handoff to the internal Finance Team.
Develop and execute structured account plans, monitor health and ROI, and lead business reviews that demonstrate measurable impact.
Anticipate challenges, resolve issues efficiently, and advocate for customer needs across internal teams.
Partner closely with Product, Marketing, Sales, and Customer Success to share insights and influence go-to-market strategy.
Maintain impeccable data hygiene, deal ownership records, and forecasting pipelines within HubSpot, ensuring seamless alignment with real-time automated commission systems.