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CloudTalk is an AI-powered business phone system and AI Voice Agent platform serving 160+ countries. The company is Series B-funded ($36M) with 200 employees and is scaling toward $100M ARR. You will join as a Senior Account Manager owning a strategic mid-market portfolio in North America, responsible for customer retention, portfolio expansion, and driving measurable ROI for clients.
In this quota-carrying role, you will run your portfolio as a business owner. Key responsibilities include:
**Strategic Partnership & Executive Engagement**
Conduct regular Executive Business Reviews that tie CloudTalk's platform performance directly to clients' KPIs. Position yourself as a trusted strategic advisor—not a vendor contact—and build durable relationships with decision makers and C-suite stakeholders.
**Retention & Expansion Ownership**
Lead the full renewal cycle across your book of business: forecast churn risk, build proactive save strategies, and consistently hit retention targets. Identify and close organic growth opportunities within existing accounts—increased seat count, platform adoption, premium add-ons—by deeply understanding client needs and seeing expansion plays before clients do.
**Portfolio Health Management**
Build and maintain customer health frameworks for your accounts. Define leading indicators that matter, track them in HubSpot and analytics tools, and intervene early before issues escalate.
**Internal Advocacy**
Act as the voice of your clients inside CloudTalk. Partner closely with Product, Support, and Customer Engineering to resolve issues, surface feedback, and influence the roadmap while confidently representing CloudTalk's direction back to accounts.
This is not a reactive support role. You will own customer success metrics and the health of your book of business, running strategic business reviews and managing multi-stakeholder relationships.
**Requirements**
- Hands-on experience in Account Management or Customer Success in B2B SaaS with a demonstrable track record of hitting retention and expansion targets
- Proven independent ownership of a book of business: managed renewals, executed save plays, and grown accounts without heavy oversight
- Experience owning customer health metrics and working within health score frameworks to drive proactive action
- Comfortable running Executive Business Reviews and navigating multi-stakeholder accounts up to C-suite level
- Highly commercial mindset—think like a revenue owner, not just a relationship manager
- Data-driven: comfortable with Excel/Sheets, BI dashboards, and CRM reporting to manage portfolio analytically
- Technical aptitude: enjoy learning SaaS products deeply and can guide customers to maximize platform value
- Familiarity with CS/AM tooling (HubSpot, Gainsight, Planhat, or similar)
- Business fluency in English
