Customer Success Account Manager (CloudLabs)

This is a remote position.

• Own onboarding for new customers — kickoff through first value, so customers see results fast.
  
• Drive product adoption across all user roles within your accounts, and track adoption rate as a core account metric.
  
• Monitor customer health and proactively flag and manage at-risk accounts before they become churn.
  
• Own renewals for your book — forecast accurately and get ahead of renewal risk rather than reacting to it.
  
• Carry a retention and growth target, including Net Revenue Retention (NRR) and reduction of churn across your accounts.
  
• Identify and close expansion opportunities — upsell and cross-sell within existing accounts, contributing to new/net-new revenue.
  
• Run regular business reviews (monthly/quarterly) with your accounts — reviewing usage and adoption, surfacing expansion opportunities, and securing renewals ahead of time.
  
• Own and run Voice of Customer (VoC) programs — systematically capturing
  
• customer feedback and feeding it back into product and go-to-market decisions.
  
• Maintain accurate account plans and forecasts in the CRM for your top accounts.
  
• Act as your customers' trusted advisor on how to get the most from CloudLabs for their training and enablement goals.
  

Requirements

• Experience in account management, customer success, or post-sale revenue roles in a SaaS environment — subscription or consumption-based commercial models strongly preferred.
  
• A track record you can point to on retention, NRR/ARR growth, or churn reduction for a book of accounts.
  
• Comfort owning a number — this is a revenue-accountable role, not a pure support function.
  
• Experience owning or running Voice of Customer (VoC) programs.
  
• Strong relationship-management skills across both technical and business stakeholders.
  
• CRM and sales-intelligence tool discipline — HubSpot, Apollo.ai, and ZoomInfo experience is a plus.
  
• Excellent written and verbal communication; comfortable running structured business reviews with customers.
  

• Experience in a SaaS or subscription/consumption-based business, ideally supporting a technical or platform product.
  
• Familiarity with Microsoft Azure, hands-on lab/virtual training platforms, or LMS systems.
  
• Experience with a platform similar to CloudLabs — technical, hands-on, training oriented SaaS products.