Account Manager

About the Role

We are looking for an Account Manager to own and strengthen relationships with our customers after a sale is won. This role is central to how we drive adoption, retention, and long-term value. You will be the primary point of contact for a defined book of business, helping customers successfully roll out their program and embed our product into their daily workflows while serving as a trusted partner to agency leadership.

This role is hands-on, customer-facing, and outcomes-focused. You will collaborate across Implementation, Product, Sales, and Support while executing the customer success strategy established by the VP of Client Success in support of the overarching Revenue Team. The goal is simple: make sure customers are seeing real impact and want to continue and grow with our product.

Implementation and Training

• Lead customer implementations from kickoff through go-live, including account configuration, technical setup, and platform readiness.
• Plan and deliver live and virtual training for frontline staff, supervisors, and leadership, with post-launch reinforcement through follow-ups and ongoing enablement.
• Ensure customers are confident and prepared to use our product effectively before transitioning into ongoing account management.

Ongoing Account Ownership

• Own the customer relationship for assigned accounts, serving as the primary point of contact and guiding engagement, planning, and communication.
• Maintain a deep understanding of customer goals and operating context, and drive the strategic progression of each account over time.
• Present usage, outcome, and program data to customer leadership to demonstrate progress, impact, and opportunities for continued improvement.
• Partner across internal teams to ensure smooth handoffs, timely issue resolution, and clear communication of customer needs and trends.
• Capture and document customer outcomes and stories that support testimonials, case studies, and references, in partnership with Sales and Marketing.

Customer Adoption and Value

• Drive sustained product adoption by reinforcing best practices and supporting agencies as they integrate our product into daily operations.
• Lead structured check-ins, including 7-day, 14-day, and 30-day post-launch touchpoints, as well as ongoing cadence calls.
• Proactively identify risks to adoption or satisfaction and take action early.
• Synthesize customer feedback into actionable insights for internal teams.

Retention and Growth Support

• Own renewal readiness for assigned accounts by tracking usage, outcomes, and customer sentiment.
• Partner with Sales and Customer Success leadership on expansion and upsell opportunities when customer value is established.
• Support customers through contract milestones, renewals, and changes in scope.

Process and Systems Discipline

• Follow established Customer Success playbooks, engagement models, and health indicators.
• Maintain accurate account records in Hub Spot, including key dates, contacts, usage signals, and renewal timelines.
• Contribute to the continuous improvement of Customer Success processes by sharing insights from the field.

Qualifications

• 2+ years of experience in account management, customer success, or client services, or relevant experience working within the criminal justice system.
• Strong relationship-building skills, with the ability to work effectively with frontline staff and executive stakeholders.
• Proven ability to manage multiple accounts, priorities, and timelines without losing attention to detail.
• Solution-oriented mindset with a track record of bringing thoughtful ideas and practical recommendations to improve customer outcomes and team effectiveness.
• Experience using Hub Spot or similar CRM tools to manage accounts and customer data.
• Clear, confident communicator who can explain complex concepts in a practical, human way.