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

Sr. Account Manager (B2B SaaS) 🤖⚙️ - LATAM - Remote We usually respond within a week 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. What’s Offered: Fully remote contractor role Open to candidates across LATAM Work aligned with U.S. business hours (overlap required) 20 days PTO + U.S. holidays Competitive USD compensation (based on experience) High ownership and visibility within a small team Opportunity to build and shape the support system from the ground up Interview Process 1️⃣ Intro call — experience, communication, and approach to support 2️⃣ Hiring manager interview — systems thinking and escalation judgment 3️⃣ Short challenge — propose workflows, automations, and metrics for sample scenarios 4️⃣ Final conversation — alignment and expectations Department Sales & Business Development Role Account Executive (AE) Locations Multiple locations Remote status Fully Remote Employment type Full-time About Atomic HR We connect talented tech professionals in Latin America and Canada with remote career opportunities at innovative startups worldwide. We specialize in finding roles that align with your skills, experience, and career goals. Our personalized approach ensures you're matched with companies that value your contributions and offer opportunities for growth. Whether you're a software engineer, designer, marketer, or other tech professional, we're here to help you take the next step in your career.