SMB Account Manager

Bullhorn•Remote NOAM - Massachusetts, MA

6d•Remote

About The Position

Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization. Bullhorn is a fast-paced and dynamic environment where hard work and outstanding results are rewarded and celebrated. We value those that exhibit an eagerness to learn and a strong natural desire for continuous improvement and we encourage team members to stretch themselves, acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a challenging and rewarding workplace for everyone. About the role Reporting to our Senior Manager, Relationship Management, the SMB Account Manager is responsible for managing and growing an existing portfolio of customers, ensuring they achieve long-term success while identifying opportunities to expand their investment in Bullhorn. You'll become a trusted advisor to your customers, helping them maximise the value of our platform through proactive relationship management, consultative selling, and strategic account planning. Success in this role is measured through customer retention, revenue growth, and delivering an incredible customer experience.

Requirements

Experience in Account Management, Customer Success, Sales, or another customer-facing commercial role
A proven track record of building strong customer relationships that drive retention and revenue growth
Enjoy consultative selling and helping customers solve business challenges
Comfortable identifying and progressing commercial opportunities through to close
Strong analytical, problem-solving, and communication skills
Highly organised and able to manage a busy portfolio of customer accounts
Thrive in a fast-paced environment and can successfully balance multiple priorities
Curious, resilient, and committed to continuous learning and development

Nice To Haves

Experience working within SaaS or another technology environment
Experience within the staffing and recruitment industry
Experience using CRM platforms or customer success tools
Experience using AI tools to improve productivity, customer engagement, or account planning

Responsibilities

Managing a portfolio of SMB customers, driving retention, renewals, and account growth
Building trusted relationships with key stakeholders and acting as the primary post-implementation contact
Conducting regular business reviews to understand customer goals, product adoption, and account health
Identifying upsell, cross-sell, and upgrade opportunities that maximise customer value and business outcomes
Developing retention strategies for at-risk accounts and executing plans to minimise churn
Providing best practice guidance and workflow recommendations to help customers maximise their Bullhorn investment
Partnering closely with Sales, Product, and Support teams to deliver an exceptional customer experience
Maintaining accurate account plans, forecasts, risks, and opportunities within Bullhorn CRM