Note: The job is a remote job and is open to candidates in USA. Quavo is the industry leader in fraud and disputes management technology, offering innovative solutions for financial services organizations. The Account/Client Success Manager will manage a portfolio of clients, ensuring they derive value from the Quavo platform while identifying growth opportunities and driving retention.
Responsibilities
- Own a defined portfolios of mid-market and large clients, serving as the primary point of contact throughout the client lifecycle
- Build and maintain trust-based relationships with operational managers, product owners, and key decision-makers within client organizations
- Conduct regular cadence calls, business reviews, and strategy sessions to align on goals, surface risks, and demonstrate ongoing value
- Identify and pursue expansion and upsell opportunities within your portfolio, owning the full expansion sales cycle from discovery through close
- Monitor account health indicators (usage, support trends, sentiment) and proactively intervene before issues escalate
- Drive net revenue retention by minimizing churn and positioning clients for long-term success on the Quavo platform
- Develop success plans that map client goals to Quavo capabilities, creating clear roadmaps for product adoption and expansion
- Track and report on expansion pipeline, renewal forecasts, and account health metrics to leadership on a regular basis
- Develop working knowledge of the Quavo platform to guide clients on configuration, best practices, and optimal product utilization
- Partner with the Marketing team to generate referrals and case study opportunities from satisfied clients
- Maintain accurate client records, opportunity tracking, and health documentation in CRM tools
- Provide account scorecards and sentiment summaries to leadership, surfacing insights and flagging accounts that need additional attention
- Resolve or escalate client issues within defined SLAs, ensuring timely communication and follow-through
- Contribute to internal knowledge sharing by documenting common client challenges, solution patterns, and escalation outcomes
Skills
- 3+ years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services environment
- Demonstrated ability to manage a portfolio of clients with ownership of both retention and growth outcomes
- Track record of building productive relationships with operational, mid-level and executive stakeholders at client organizations
- Comfortable running discovery conversations, Business Reviews and owning expansion opportunities end-to-end, including negotiation and close
- Strong written and verbal communication skills; confident presenting to groups of executive and C-level stakeholders
- Organized and self-directed; able to manage multiple clients and competing priorities without close supervision
- Ability to travel up to 25% of the time (depending on territory)
- Background in SaaS
- Prior experience in a CSM/AM role that carried a formal quota or revenue target
- Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero
- Experience with SFDC and related tools and comfort working with usage data to build account narratives
- Experience with MEDDPICC, or similar enterprise qualification frameworks
Benefits
- Competitive base salary
- Bonus
- Commission tied to retention and expansion performance
Company Overview