客户经理
Account Manager
我们是谁：
Quavo 是欺诈和争议管理技术领域的行业领导者，为发卡金融机构提供全球唯一的端到端基于云的争议即服务解决方案。Quavo 是一个由坚韧不拔的专家组成的组织，他们不断创新，挑战自满，持续交付前沿技术和人工智能。我们的专家热衷于在解决方案中创造价值，并赋能客户社区提升欺诈和争议管理行业的标准。
你是谁：
Quavo 正在寻找真实且勇敢的专业人士加入我们的团队。如果你是一个有动力、有责任感、善于创新的问题解决者，正在寻找一个志同道合的团队环境，致力于提升客户体验……那么你将会爱上在 Quavo 工作！
职位简介：
作为 Quavo 的客户成功经理，你将负责中型市场和企业客户的整个生命周期——从入职到续约和扩展。你将与关键利益相关者建立信任关系，主动挖掘业务中的增长机会，并确保客户持续从 Quavo 平台中获得可衡量的价值。你将与销售、支持、产品和入职团队跨职能合作，推动让客户保持健康、积极参与并持续增长的结果。这是一份远程全职工作，提供具有竞争力的基本薪资、奖金和与留存及扩展表现挂钩的提成。
此职位不提供签证担保。申请人必须在目前或未来无需雇主提供签证担保的情况下合法在美国工作。
职责：
- 负责指定的中型市场和大型客户组合，在客户生命周期内担任主要联系人。
- 与客户组织中的运营经理、产品负责人和关键决策者建立并维护基于信任的关系。
- 定期进行电话会议、业务评审和策略会议，对齐目标，发现风险，并展示持续的价值。
- 在你的客户组合中识别并追求扩展和升级销售的机会，从发现到成交全程主导扩展销售流程。
- 监控账户健康指标（使用情况、支持趋势、情绪）并在问题升级前主动干预。
- 通过减少流失率并为客户长期成功做好准备来推动净收入留存。
查看英文原文
Who we are:
Quavo is the industry leader in fraud and disputes management technology, offering the world’s only E2E cloud-based Disputes as a Service solution for issuing financial services organizations. Quavo is an organization of tenacious experts who are innovative and challenge complacency to continuously deliver cutting edge technology and AI. Our experts are passionate about delivering value in our solutions and empowering our client community to enhance and evolve industry standards in fraud and disputes management.
Who you are:
Quavo is looking for authentic and courageous professionals to join our team. If you are a driven, accountable, and innovative problem solver searching for a collaborative environment of like-minded teammates dedicated to improving the client experience…. Then you are going to love working at Quavo!
About the role:
As an Account/Client Success Manager at Quavo, you'll own a portfolio of mid-market and enterprise clients across the full lifecycle — from onboarding through renewal and expansion. You'll build trusted relationships with key stakeholders, proactively uncover growth opportunities within your book of business, and ensure clients are consistently realizing measurable value from the Quavo platform. Working cross-functionally with Sales, Support, Product, and Onboarding, you'll drive outcomes that keep clients healthy, engaged, and growing. This is a remote, full-time role with a competitive base salary, bonus, and commission tied to retention and expansion performance.
This role is not sponsorship eligible. Applicants must be legally authorized to work in the United States without employer visa sponsorship, now or in the future.
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.
Required Qualifications:
- 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)
Preferred Qualifications:
· Background in SaaS
· Prior experience in a CSM/AMrole thatcarried a formal quota or revenue target.
· Familiarity with CS platforms such as Gainsight,Totango, orChurnZero
· Experience with SFDC and related tools and comfort working with usage data to build account narratives.
· Experience with MEDDPICC, or similar enterprise qualification frameworks.
Originally posted on Himalayas