Account Manager

The Account Manager will manage a portfolio of clients within Globalli’s global payroll and HCM platform. This role is responsible for driving customer retention, expansion, and satisfaction by serving as a trusted advisor to clients and ensuring successful adoption and ongoing value from the platform.

This is an individual contributor role with no direct reports, operating within a structured, playbook-driven account management framework.

Key Responsibilities

Client Relationship Management

• Own a portfolio of client accounts as the primary point of contact
• Build and maintain strong long-term client relationships to drive retention
• Serve as a trusted advisor on global payroll and HR tech solutions
• Act as the voice of the customer internally across product and operations teams

Account Growth & Retention

• Identify and execute upsell and cross-sell opportunities
• Drive account retention and manage churn risk proactively
• Develop and execute structured account plans using standardized playbooks
• Support renewal discussions and commercial continuity

Solution Delivery & Client Success

• Understand client workforce and business needs
• Recommend tailored solutions across payroll and compliance services
• Ensure clients are maximizing value from the Globalli platform
• Support onboarding continuity and product adoption where needed

Account Performance & Reporting

• Track account health, usage, and satisfaction metrics
• Maintain accurate CRM records (HubSpot or equivalent)
• Conduct regular business reviews with clients
• Provide insights on risks, trends, and expansion opportunities

Cross-Functional Collaboration

• Partner with Implementation, Product, Support, and Sales teams
• Coordinate resolution of client issues and escalations
• Share client feedback to support product and service improvements

Client Enablement & Support

• Support client training and platform adoption
• Assist with workflow optimization and best practices
• Resolve issues in coordination with internal teams

Qualifications

• 3–7+ years in Account Management, Customer Success, or Client Services
• Experience in SaaS, HCM, global payroll, HR technology strongly preferred
• Proven track record managing and growing B2B client relationships
• Strong relationship management and client communication skills
• Ability to manage multiple accounts in a fast-paced environment
• Commercial acumen with a focus on retention and expansion
• Strong problem-solving and proactive ownership mindset
• Experience with CRM systems (HubSpot preferred)
• Familiarity with payroll, global employment, or HR tech platforms is a plus
• Comfortable working with account data and reporting metrics
• Multilingual - Portuguese, Spanish and English. Must be fluent in all 3 languages.

Preferred Qualifications

• Experience in high-growth SaaS or startup environments
• Exposure to global payroll or cross-border employment models
• Multilingual capabilities