Sr. Account Manager (B2B SaaS) 🤖⚙️ - LATAM - Remote

Atomic HR · Chile, Costa Rica, Mexico · posted today ago

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About this role

Company Overview

Our client helps U.S.-based campground and RV park operators sell more stays and run day-to-day reservations smoothly. They do this through a combination of:

A business platform for operators (to manage reservations, guest communication, and day-to-day booking operations)
A traveler-facing marketplace that helps parks get discovered and generate additional demand

HQ: Austin, TX (distributed team)

Customers: U.S.-based campground and RV park operators

Team size: ~35

Your Role

We are seeking a versatile and customer-focused Senior Account Manager to manage customer relationships, drive retention, reduce churn, and ensure long-term customer success within a B2B SaaS environment.

This role combines Account Management, Customer Success, Support, and Onboarding responsibilities. The ideal candidate is tech-savvy, AI-enabled, adaptable, and comfortable working across Sales, Support, Product, Finance, Support, and Onboarding teams. This person will be cross-trained in onboarding and provide backup onboarding support when needed.

Key Responsibilities

Account Management

Build strong relationships with customers and become a trusted advisor.
Proactively identify churn risks and develop retention strategies.
Conduct account reviews, customer success check-ins, and business reviews.
Drive product adoption, customer engagement, and account growth.
Identify upsell and expansion opportunities.

Customer Support & Onboarding

Manage inbound support requests through tickets, phone calls, and email.
Troubleshoot platform issues and coordinate with Product and Engineering teams when necessary.
Conduct customer training sessions and onboarding meetings via Zoom or Google Meet.
Educate customers on best practices and platform functionality.
Complete onboarding training and serve as a backup onboarding specialist when needed.
Assist with implementations, account setup, and customer training.
Ensure a smooth transition from onboarding to ongoing account management.

Cross-Functional Collaboration

Partner closely with Sales, Product, Engineering, Finance, Support, and Onboarding teams.
Act as the voice of the customer internally.
Share customer feedback, feature requests, and product improvement opportunities.
Assist with special projects and process improvement initiatives.

You Bring:

5+ years of experience in Account Management, Customer Success, Support, or a related customer-facing role within a B2B SaaS company.
Proven success in retention, churn prevention, and customer relationship management.
Experience managing support tickets, phone support, and customer training sessions.
Strong technical aptitude and ability to learn software platforms quickly.
Experience with CRM systems (ideally Zoho).
Familiarity with AI tools and automation platforms.
Excellent communication, problem-solving, and organizational skills.
Comfortable working in a fast-paced, high-growth environment.
Fluent English.

Ideal Candidate

Customer-obsessed and relationship-driven.
Comfortable switching between strategic account management and hands-on customer support.
Strong collaborator who works effectively across teams.
Tech-savvy, adaptable, and eager to leverage AI.
Takes ownership, solves problems, and thrives in a dynamic environment.