Account Manager

Location

Denver, CO (hybrid). This role is a hybrid position and will initially require 5 days per week in-office for the first two months to ensure deep product immersion, followed by a minimum of 3 days/week onsite. New hires may move to a hybrid work schedule of a minimum of 3 days per week onsite after their first two months.

15-minute initial call with the Hiring Manager, and up to three 30-45-minute calls with members of our team, followed by an offer pending references. At least one interview will cover hypothetical support scenarios. The estimated interview time commitment is up to 3 hours.

We are unable to sponsor work visas for this role, and you must be authorized to work in the United States.

The Account Manager is responsible for owning the full post-sale lifecycle for a set of customers from the moment they sign through their renewal. This role blends onboarding ownership with long-term account management. You will guide customers through setup, launch, early adoption, and ongoing success, ensuring they achieve fast time-to-value and remain successful and retained customers. You will run structured onboarding for the first 60 days, then continue as the primary relationship manager responsible for adoption, sentiment, value realization, renewal readiness, and churn prevention.

You will identify risks early, build multi-threaded relationships, run health reviews, and execute a consistent renewal playbook. This is a hands-on role for someone who loves helping customers win, shaping process, and driving measurable retention outcomes.

• Act as the single-threaded owner for every new customer during onboarding. Run kickoff calls, define success criteria, align on use cases, and ensure a clean sales-to-onboarding handoff.
• Guide customers through setup, integrations, configuration, and go-live. Manage timelines, remove blockers, and keep customers moving to activation.
• Teach users how to use Zocks with live trainings, walkthroughs, and simple enablement content.
• Ensure a smooth post-onboarding transition while staying on as the ongoing account owner.

• Drive user activation and usage across key product features.
• Monitor customer engagement signals including meeting volume, utilization, integration completion, and workflow setup.
• Run scheduled check-ins to reinforce value, highlight wins, and review progress.
• Build repeatable playbooks for increasing adoption and correcting early usage gaps.
• Partner with Product and Rev Ops to share insights on customer needs and feature impact.

• Own Gross ARR Retention and renewal outcomes for your book of business.
• Maintain clear visibility into account health using dashboards, health scores, and engagement metrics.
• Identify churn risks early and execute save plays including sentiment resets, retraining, and workflow redesign.
• Document risks and elevate where necessary with clear recommended actions.
• Ensure ongoing alignment with customer goals and continuously reinforce ROI.

• Own renewal preparation, forecasting accuracy, and timely execution.
• Run structured renewal processes including usage reviews, performance summaries, and value recap meetings.
• Confirm contract terms, seat counts, and pricing ahead of renewal cycles.
• Manage renewal negotiations directly with customers and ensure renewal approval happens on time.
• Maintain renewal documentation ensure engagement paths after onboarding.

• Document customer configurations, onboarding progress, known risks, and adoption milestones.
• Update onboarding and renewal playbooks usage first 60 days
• Onboarding completion within target window
• Customer sentiment at onboarding completion

• Gross Revenue Retention across your book ARRli success driving fast time-to-value and strong renewals.
• Strong communication skills and confidence leading customer-facing calls.
• Comfortable working across Sales, Product, Engineering, Support, and Rev Ops.
• High technical curiosity with willingness to learn product workflows and integrations.
• Highly organized with strong operational discipline and attention to detail.
• Ability to manage multiple accounts at once and keep customers moving without friction.

• Experience in wealth-tech, fintech, or regulated SaaS.
• Background in onboarding or implementations with integrations and configuration steps.
• Familiarity with Salesforce and Sales Loft.
• Experience with health scoring, renewal processes, and churn prevention frameworks.

$70,000 - $90,000 a year. In addition to base salary range listed above, each role includes a variable quarterly bonus that is paid based on each individual's…