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Account Manager (Tech Touch/ High Volume)

1 month ago
Brazil
Contract
Mid Level
Account Manager
Customer and Technical Support
CRM Salesforce
Apply Now
Loadsmart

Loadsmart

Loadsmart is a logistics solutions provider automating freight transportation with innovative technology to move more efficiently.

Air Freight & Logistics
251-1K
$346M raised
View All Jobs 8

Description

  • Design and launch Loadsmart's Tech Touch Account Management program, including workflows, playbooks, health score triggers, and automated outreach.
  • Own the full post-onboarding customer lifecycle for a large portfolio of SaaS accounts.
  • Drive adoption, retention, renewals, and expansion opportunities across the account base.
  • Serve as the primary point of contact for tech touch accounts through automation and self-service support.
  • Build and maintain CRM workflows and customer success tooling to improve operational efficiency and reduce SLA times.
  • Identify at-risk accounts and execute intervention strategies before churn occurs.
  • Optimize escalation paths so routine issues remain self-service and complex issues are routed appropriately.
  • Track, analyze, and report on key metrics such as NRR, churn, renewal rate, engagement score, and automation performance.
  • Partner cross-functionally with Sales, Product, and Marketing on segmentation, messaging, and growth opportunities.
  • Continuously improve the program based on customer feedback, data signals, and business priorities.

Requirements

  • 3–5 years of experience in account management, customer success, or a scaled tech-touch CS role for SaaS products.
  • Fluent English with clear written and verbal communication.
  • Experience managing a high-volume book of business without relying on 1:1 high-touch engagement.
  • Strong analytical skills with the ability to build dashboards, interpret data, and turn insights into action.
  • Experience creating SOPs, playbooks, and process documentation from the ground up.
  • Experience with A/B testing for renewal emails, adoption workflows, or automated outreach sequences.
  • High technical aptitude with CRM tools; Salesforce experience is a strong plus.
  • Excellent written and verbal communication skills with the ability to set expectations and build trust at scale.
  • Customer-first mindset and genuine curiosity about customer goals and outcomes.
  • Systems-thinking approach with the ability to translate strategy into repeatable, documented processes.
  • Comfort navigating organizational complexity and influencing stakeholders without direct authority.

Benefits

  • Competitive base salary.
  • Extremely competitive equity package.
  • Unlimited PTO and sick days through Loadie Time Off.
  • Remote work anywhere in Brazil.

Interested in this position?

Apply directly on the company website

Apply Now

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