Account/Client Success Manager

Job description

About the role: As an Account/Client Success Manager at Quavo, you'll own a portfolio of mid-market and enterprise clients across the full lifecycle — from onboarding through renewal and expansion. You'll build trusted relationships with key stakeholders, proactively uncover growth opportunities within your book of business, and ensure clients are consistently realizing measurable value from the Quavo platform. Working cross-functionally with Sales, Support, Product, and Onboarding, you'll drive outcomes that keep clients healthy, engaged, and growing. This is a remote, full-time role with a competitive base salary, bonus, and commission tied to retention and expansion performance. This role is not sponsorship eligible. Applicants must be legally authorized to work in the United States without employer visa sponsorship, now or in the future. Responsibilities: Own a defined portfolios of mid-market and large clients, serving as the primary point of contact throughout the client lifecycle. Build and maintain trust-based relationships with operational managers, product owners, and key decision-makers within client organizations. Conduct regular cadence calls, business reviews, and strategy sessions to align on goals, surface risks, and demonstrate ongoing value. Identify and pursue expansion and upsell opportunities within your portfolio, owning the full expansion sales cycle from discovery through close. Monitor account health indicators (usage, support trends, sentiment) and proactively intervene before issues escalate. Drive net revenue retention by minimizing churn and positioning clients for long-term success on the Quavo platform. Develop success plans that map client goals to Quavo capabilities, creating clear roadmaps for product adoption and expansion. Track and report on expansion pipeline, renewal forecasts, and account health metrics to leadership on a regular basis. Develop working knowledge of the Quavo platform to guide clients on configuration, best practices, and optimal product utilization. Partner with the Marketing team to generate referrals and case study opportunities from satisfied clients. Maintain accurate client records, opportunity tracking, and health documentation in CRM tools. Provide account scorecards and sentiment summaries to leadership, surfacing insights and flagging accounts that need additional attention. Resolve or escalate client issues within defined SLAs, ensuring timely communication and follow-through. Contribute to internal knowledge sharing by documenting common client challenges, solution patterns, and escalation outcomes. Required Qualifications: 3+ years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services environment. Demonstrated ability to manage a portfolio of clients with ownership of both retention and growth outcomes. Track record of building productive relationships with operational, mid-level and executive stakeholders at client organizations. Comfortable running discovery conversations, Business Reviews and owning expansion opportunities end-to-end, including negotiation and close. Strong written and verbal communication skills; confident presenting to groups of executive and C-level stakeholders Organized and self-directed; able to manage multiple clients and competing priorities without close supervision. Ability to travel up to 25% of the time (depending on territory) Preferred Qualifications: Background in SaaS Prior experience in a CSM/AM role that carried a formal quota or revenue target. Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero Experience with SFDC and related tools and comfort working with usage data to build account narratives. Experience with MEDDPICC, or similar enterprise qualification frameworks. Who we are: Quavo is the industry leader in fraud and disputes management technology, offering the world’s only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management. Who you are: Quavo is looking for authentic and courageous professionals to join our team. If you are a driven, accountable, and innovative problem solver searching for a collaborative environment of like-minded teammates dedicated to improving the client experience…. Then you are going to love working at Quavo!