Account Manager, North America SMB

Reports To: North America SMB Sales Leader

The Account Manager, North America SMB Accounts will manage and grow relationships with Accruent’s small and mid-sized business customers across North America. This role focuses on driving renewals, identifying growth opportunities, and ensuring customer satisfaction through proactive engagement and collaboration with internal teams. The ideal candidate is a motivated, customer-focused professional with strong communication skills and a consultative approach to selling, capable of managing multiple accounts efficiently and delivering measurable value.

Key Responsibilities

1. Account Management & Relationship Building

• Serve as the primary point of contact for assigned SMB customers, ensuring responsiveness and satisfaction.
• Conduct periodic check-ins to understand customer needs and identify opportunities for improvement.
• Build relationships with operational and mid-level stakeholders within customer organizations.
• Act as the customer advocate internally to ensure timely resolution of issues.

1. Sales & Revenue Growth

• Drive contract renewals and identify opportunities for incremental growth within existing accounts.
• Promote additional SaaS modules, features, and services aligned with customer needs.
• Manage a defined book of business and achieve assigned revenue targets through proactive pipeline management.
• Support customers in understanding the value of Accruent solutions and best practices.

1. Customer Success & Retention

• Partner with Customer Success and Support teams to address issues and maintain high satisfaction levels.
• Share tips and resources to help customers maximize their investment.
• Monitor account health and escalate risks of churn early.

1. Sales Forecasting & Reporting

• Maintain accurate CRM records (e.g., Salesforce) for forecasts, renewals, and pipeline activities.
• Provide regular updates on account performance and growth opportunities.

1. Collaboration with Internal Teams

• Work closely with Marketing, Customer Success, and Professional Services to deliver a positive customer experience.
• Communicate customer feedback and enhancement requests to Product Management.

1. Industry Awareness

• Stay informed about Accruent’s offerings and competitive positioning.
• Share relevant insights and best practices with customers to support their business objectives.

Qualifications

Required Experience

• 2–4 years of experience in account management, inside sales, or customer success within B2B SaaS or software.
• Demonstrated success managing multiple SMB accounts and meeting revenue or retention goals.
• Strong communication and relationship-building skills.
• Familiarity with CRM tools such as Salesforce.

Preferred Qualifications

• Experience in asset management, facilities, or real estate-related software is a plus.
• Understanding of SaaS renewals and upsell motions.