The position involves overseeing a dynamic team to ensure operational excellence and strategic alignment with organizational goals. Key responsibilities include developing and implementing innovative processes, managing cross-functional projects, and maintaining high standards of performance through continuous improvement initiatives. The ideal candidate will possess a proven track record in leadership, exceptional problem-solving capabilities, and the ability to foster a collaborative work environment. Additionally, strong communication skills and proficiency in relevant industry tools are essential for driving results and achieving departmental objectives.
As an Account Manager at Kiss, your primary responsibility will involve cultivating and expanding relationships within your designated portfolio of existing customers. You will act as a dedicated advisor throughout every stage of the customer journey, fostering retention, uncovering growth opportunities, facilitating renewals, and guaranteeing that customers fully leverage the capabilities of the Kiss platform.
You will collaborate with cross-functional teams including Sales, Support, Product, Billing, and Partnerships to enhance customer satisfaction and contribute to the growth of expansion MRR through hardware, software, integrations, intercom, visitor management, cameras, and other Kiss solutions. This role offers an ideal opportunity for individuals who thrive in relationship-building, consultative selling, problem-solving, and thrive in a fast-paced SaaS and physical security company.
What you’ll do
Oversee a diversified portfolio of small to mid-sized business and mid-market customer accounts spanning various industries, such as fitness, coworking, commercial real estate, and education.
Develop and maintain robust customer relationships by engaging proactively, conducting strategic business reviews, and providing operational assistance.
Proactively foster customer retention and ensure successful contract renewals by detecting potential risks in advance and collaborating with internal teams to develop and implement effective mitigation strategies.
Identify and pursue opportunities for expansion, encompassing additional doors, new locations, software licenses, system integrations, intercom systems, visitor management solutions, and camera systems.
Collaborate seamlessly with Billing Support and Technical Support teams to address and resolve customer issues with efficiency and precision.
Responsibilities include ensuring precise tracking of account activities, health status, renewal processes, and opportunity management within the HubSpot and Chargebee platforms.
Partner with the Product and Product Partnerships teams to collect and analyze customer insights, translating them into actionable strategies that drive product enhancements and business expansion.
Play a pivotal role in streamlining the onboarding process and driving customer adoption programs, thereby enhancing the long-term sustainability and success of client accounts.
To consistently surpass monthly goals for expansion and retention, ensuring all objectives are not only met but exceeded.
Assist in enhancing internal processes, documentation, and customer success workflows as the Account Management team expands its operations.
The ideal candidate will possess a minimum of a bachelor’s degree in finance, accounting, or a related field, and may be required to hold advanced certifications such as a CPA or CFA, depending on the role. Demonstrated experience in financial analysis, reporting, or auditing—preferably within the same industry—is essential. Strong proficiency in Microsoft Excel and enterprise resource planning (ERP) systems is mandatory, along with the ability to interpret complex financial data and present insights clearly. Exceptional analytical skills, attention to detail, and a commitment to maintaining high ethical standards are critical. Prior management experience is a plus for senior positions.
Seeking a professional with 2 to 4 years of hands-on experience in Account Management, Customer Success, SaaS Sales, or a similar customer-facing role within the SaaS industry.
Proficient in both spoken and written English communication is essential.
Proven track record in fostering and overseeing customer relationships, facilitating contract renewals, and identifying and capitalizing on opportunities for business expansion.
Proficient in thriving within dynamic startup or high-growth organizational settings characterized by rapid evolution and demanding pace.
Proven ability to maintain meticulous organization while efficiently overseeing numerous customer accounts at once.
Proficiency in customer relationship management platforms like HubSpot or Salesforce is required.
Demonstrated capacity to collaborate seamlessly across diverse teams, encompassing both technical and non-technical stakeholders, while maintaining clear communication and alignment toward shared objectives.
Proactive and results-driven, with a demonstrated ability to take initiative and maintain high standards of accountability.
Candidates with prior involvement in SaaS, physical security, prop tech, coworking, or fitness technology industries will be given strong preference.
Highly valued is hands-on experience with subscription-based software solutions or recurring revenue business models.
Fluency in additional languages, particularly Spanish or French, is considered a significant advantage.
Qualifications
BA/BSc/HND
Experience Required
2 - 4 years
