Account Manager, Chamber Management SaaS

The Opportunity We operate a membership services platform serving hundreds of chambers of commerce across the United States. Our platform is an all-in-one system for managing members, running events, building websites, processing billing, and engaging local business communities. It is the system of record for the chambers that use it, and our customers stay for years. We recently joined a portfolio of vertical market software businesses alongside a complementary association management platform. Together, the combined business serves hundreds of organizations and is backed by permanent capital with a long-term ownership horizon. We need someone who can own the customer relationship end to end. This is not a pure sales role. It is account management, customer success, onboarding, training, and new business development rolled into one. You will be the face of the platform to our entire customer base and the person responsible for protecting and growing recurring revenue. If you have ever wanted to run the commercial side of a business with real customers, real revenue, and real autonomy, this is it. What You'll Do Own the Customer Relationship Be the primary point of contact for hundreds of chamber of commerce customers across the US Run a disciplined 180-day check-in cadence: every customer hears from you at least twice a year Proactively identify at-risk accounts before they churn. Most churn happens because nobody called. You fix that. Manage renewals, address concerns, and surface product feedback to the engineering team Build genuine relationships with chamber executives, directors, and staff. These are small organizations run by passionate people who want a partner, not a vendor. Onboard and Train New Customers Run demos for prospective chambers and close new business Manage the full onboarding process from signed deal to go-live, coordinating with the production and support teams Conduct targeted training sessions for customers who are underutilizing the platform Rebuild and organize training resources so new chamber staff can self-serve. The current training library is disorganized and a common complaint. Drive Revenue Growth Execute pricing increases across the base, communicating value and handling pushback constructively Close inbound leads from referrals, Capterra, Software Advice, and industry word-of-mouth Follow up on leads generated by the shared BDR/outbound team Target competitor defectors. A top competitor has been aggressively raising prices and cutting support, pushing customers to shop. Position our platform as the alternative. Maintain and develop key industry relationships, including referral partners and the chamber of commerce consulting community Use AI as Your Force Multiplier Use AI tools and agents to prepare for customer calls, personalize outreach, and draft communications at volume Leverage AI to analyze customer usage patterns and identify accounts that need attention before they tell you Build AI-assisted workflows for onboarding documentation, training materials, and follow-up sequences You will operate as a team of one on the commercial side. AI is how you punch above your weight. What Success Looks Like First 30 days: Deep product fluency. You can demo the MMS, explain the value proposition, and troubleshoot basic issues. You have called the top 20 accounts and the 3 at-risk accounts. You know every customer by name. 60-90 days: 180-day call cadence is live and tracking. At-risk accounts are stabilized or you have a clear plan. Pricing increase is being communicated to the first cohort. You have closed or progressed at least 2 new deals. 6-12 months: Gross retention is holding at 90%+. Pricing increase is fully executed across the base. Net new logos are adding $30-50K+ in ARR. You have built the case for whether we need additional sales or support headcount to scale further. What We're Looking For Must-Haves 3-8+ years in B2B SaaS in a customer-facing role: account management, customer success, or full-cycle sales Proven ability to retain and grow an existing book of business, not just close net-new Experience working with small to mid-sized organizations (chambers, associations, nonprofits, or similar) where relationships matter more than process Strong phone presence. Chamber executives are not digital-first communicators. You need to be comfortable on the phone for hours a day. Builder mindset: high ownership, comfort with ambiguity, willingness to do whatever needs doing Active use of AI tools in your workflow. You will be operating lean and AI is how you scale. Nice-to-Haves Experience in the chamber of commerce, association management, or nonprofit SaaS space Familiarity with membership management systems, CRM platforms, or community engagement tools Experience delivering price increases or contract renewals across a large customer base Experience onboarding customers onto SaaS platforms, including training and change management Knowledge of the chamber of commerce software competitive landscape About the Business Our chamber management platform has served US chambers of commerce for nearly two decades. We are part of a growing portfolio of membership and association management software businesses backed by permanent capital. The portfolio serves hundreds of membership-based organizations with strong recurring revenue and high gross margins. We are backed by a permanent-capital acquirer of vertical market software businesses. Our parent does not flip companies. They hold forever. That means you are building something durable, not optimizing for a 3-year exit. The chamber of commerce market is thousands of organizations nationwide. We serve a meaningful but small share today, which means there is significant room to grow. The market is conservative and relationship-driven, which means growth comes from trust, referrals, and showing up consistently. That is the job. Compensation Competitive base salary plus commission tied to new logo acquisition and professional services revenue. Remote-friendly with travel for key customer meetings, chamber conferences, and industry events. If you want to own the commercial trajectory of a real business with real customers, and you believe that the best account management is just being genuinely helpful to people who need it, we want to hear from you. #PortfolioLighthouse