Account Manager, Customer Success
FieldFlō, Denver, CO, United States
About FieldFlō
Role: Account Manager, Customer Success
Department:
Customer Success
Reports To:
Director of Customer Success
Location:
Remote USA, or Hybrid in Colorado
This role is open to applicants residing in eligible U.S. states.
At this time, we are unable to consider candidates who reside in
Alaska, California, Hawaii, Maine, Massachusetts, Oregon, Rhode Island, or Washington .
About FieldFlō FieldFlō is the management platform purpose-built for specialty subcontractors. We help contractors eliminate administrative bottlenecks, strengthen safety and compliance, and gain real‑time visibility across their projects.
We exist to simplify field operations and empower hardworking crews with technology that works as hard as they do.
Position Overview The Account Manager sits within Customer Success and owns the post‑implementation client relationship. This role is responsible for managing the full customer lifecycle to drive product adoption, retention, and revenue growth across a portfolio of SMB and Mid‑Market clients.
As a strategic advisor, the Account Manager leverages usage data, relationship mapping, and operational insights to proactively identify expansion opportunities, drive upgrades, and secure renewals. This individual builds deep, multi‑threaded partnerships while continuously delivering measurable value.
This is a revenue‑influencing role that blends consultative strategy, data analysis, and relationship management.
Key Responsibilities Relationship Management & Mapping
Serve as the primary point of contact for assigned SMB and Mid‑Market accounts post‑implementation
Develop and maintain detailed relationship maps across decision‑makers, economic buyers, field leaders, and daily users
Build multi‑threaded relationships to reduce single‑point‑of‑failure risk
Identify champions, influencers, and detractors within accounts and proactively manage engagement strategies
Establish trusted advisor status with key stakeholders
Proactive Expansion & Upselling
Identify and close opportunities for account upgrades, license additions, and cross‑sells based on customer goals and usage trends
Use relationship mapping and usage data to uncover expansion pathways
Conduct structured business reviews to align FieldFlō capabilities with customer growth plans
Present ROI and value realization insights to justify expansion
Customer Training & Enablement
Guide customers through rollout of new features and modules
Deliver practical training that drives quick wins and measurable adoption
Ensure alignment between field teams and office leadership
Adoption & Health Monitoring
Analyze product usage data and KPIs to assess account health
Identify at‑risk accounts early and implement proactive recovery plans
Monitor engagement levels across stakeholders, not just usage metrics
Partner with Support and Implementation to remove adoption barriers
Renewal Management
Own the renewal process end‑to‑end
Engage stakeholders well in advance of contract expiration
Leverage relationship mapping to ensure executive alignment before renewal conversations
Present performance results, ROI insights, and forward‑looking growth plans
Minimize churn and maximize customer lifetime value
Advocacy & Feedback
Act as the voice of the customer internally
Share relationship insights and usage trends with Product and Leadership
Influence roadmap priorities based on real‑world contractor needs
Required Skills & Qualifications Experience
3–7+ years of experience in SaaS customer success, account management, or consultative sales working with a feature‑rich platform
Direct experience managing SMB and Mid‑Market client portfolios
Experience working with trades, specialty subcontractors, field services, or industrial clients who are not behind the desk
Experience managing between 75‑150 accounts with multiple stakeholders and complex buying dynamics
Relationship Mapping Expertise
Proven ability to build multi‑threaded relationships across operational, managerial, and executive stakeholders
Experience identifying economic buyers, champions, and influencers within accounts
Skilled at mitigating churn risk through proactive stakeholder engagement
Usage Optimization
Demonstrated success helping clients maximize product adoption and realize measurable ROI
Ability to learn and teach comprehensive use cases and navigation flows
Experience leading structured business reviews tied to operational outcomes
Revenue Growth
Proven track record of meeting or exceeding targets related to renewals, upsells, and cross‑sells
Experience owning a book of business with revenue responsibility
Analytical Skills
Strong ability to interpret usage data, KPIs, and customer trends
Data‑driven decision‑maker who combines quantitative insights with relationship intelligence
Growth‑minded and leveraging the latest tools (AI, etc) to maximize efficiency and customer‑facing value.
Communication & Strategic Thinking
Excellent training, presentation, negotiation, and stakeholder management skills
Comfortable communicating with field crews, operations leaders, and executive stakeholders
Ability to map customer operational goals to FieldFlō solutions and long‑term expansion opportunities
Performance Metrics (KPIs)
Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
Expansion Revenue (Upsell & Cross‑Sell)
Renewal Rate
Customer Health Score (including stakeholder engagement depth)
Product Adoption Rate
Multi‑Threading Ratio / Stakeholder Coverage
What You Can Expect From Us:
A team that’s
smart, honest, supportive, and fun
Strong onboarding plus continuous coaching and development support.
Competitive base salary + performance‑based incentives.
Real work/life balance. We run on trust and an honor‑system FTO model.
Benefits including computer, health insurance, and a cell‑phone stipend.
The chance to be part of a small, rapidly growing team having an outsized impact on construction field services.
Compensation & Benefits FieldFlo offers competitive compensation that includes an
On‑Target Earnings (OTE)
range of
$90K – $120K
, consisting of base salary plus performance‑based variable pay.
Final compensation will be based on the candidate’s experience, qualifications, and geographic market (for remote roles).
FieldFlo also provides a strong benefits package, including health coverage, flexible time off, 401(k), cell and internet stipend, and the opportunity to grow with a fast‑moving team.
FieldFlō Equal Opportunity & Hiring Practices Statement FieldFlō is proud to be an Equal Opportunity Employer.
We’re building a team of talented, kind, and driven people, and we believe great work happens when everyone feels respected, supported, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by applicable law.
Employment with FieldFlō is contingent upon the successful completion of any applicable background checks, which are conducted in compliance with federal, state, and local laws.
Candidates must be authorized to work in the United States on a full‑time basis without the need for current or future visa sponsorship.
We are deeply committed to
fair, consistent, and thoughtful hiring practices
and to creating a workplace where everyone has the opportunity to do their best work.
If you need a reasonable accommodation during the application or interview process, just let us know — we’re happy to help.
This role is open to applicants residing in eligible U.S. states. At this time, we are unable to consider candidates who reside in
Alaska, California, Hawaii, Maine, Massachusetts, Oregon, Rhode Island, or Washington .
#J-18808-Ljbffr
Customer Success
Reports To:
Director of Customer Success
Location:
Remote USA, or Hybrid in Colorado
This role is open to applicants residing in eligible U.S. states.
At this time, we are unable to consider candidates who reside in
Alaska, California, Hawaii, Maine, Massachusetts, Oregon, Rhode Island, or Washington .
About FieldFlō FieldFlō is the management platform purpose-built for specialty subcontractors. We help contractors eliminate administrative bottlenecks, strengthen safety and compliance, and gain real‑time visibility across their projects.
We exist to simplify field operations and empower hardworking crews with technology that works as hard as they do.
Position Overview The Account Manager sits within Customer Success and owns the post‑implementation client relationship. This role is responsible for managing the full customer lifecycle to drive product adoption, retention, and revenue growth across a portfolio of SMB and Mid‑Market clients.
As a strategic advisor, the Account Manager leverages usage data, relationship mapping, and operational insights to proactively identify expansion opportunities, drive upgrades, and secure renewals. This individual builds deep, multi‑threaded partnerships while continuously delivering measurable value.
This is a revenue‑influencing role that blends consultative strategy, data analysis, and relationship management.
Key Responsibilities Relationship Management & Mapping
Serve as the primary point of contact for assigned SMB and Mid‑Market accounts post‑implementation
Develop and maintain detailed relationship maps across decision‑makers, economic buyers, field leaders, and daily users
Build multi‑threaded relationships to reduce single‑point‑of‑failure risk
Identify champions, influencers, and detractors within accounts and proactively manage engagement strategies
Establish trusted advisor status with key stakeholders
Proactive Expansion & Upselling
Identify and close opportunities for account upgrades, license additions, and cross‑sells based on customer goals and usage trends
Use relationship mapping and usage data to uncover expansion pathways
Conduct structured business reviews to align FieldFlō capabilities with customer growth plans
Present ROI and value realization insights to justify expansion
Customer Training & Enablement
Guide customers through rollout of new features and modules
Deliver practical training that drives quick wins and measurable adoption
Ensure alignment between field teams and office leadership
Adoption & Health Monitoring
Analyze product usage data and KPIs to assess account health
Identify at‑risk accounts early and implement proactive recovery plans
Monitor engagement levels across stakeholders, not just usage metrics
Partner with Support and Implementation to remove adoption barriers
Renewal Management
Own the renewal process end‑to‑end
Engage stakeholders well in advance of contract expiration
Leverage relationship mapping to ensure executive alignment before renewal conversations
Present performance results, ROI insights, and forward‑looking growth plans
Minimize churn and maximize customer lifetime value
Advocacy & Feedback
Act as the voice of the customer internally
Share relationship insights and usage trends with Product and Leadership
Influence roadmap priorities based on real‑world contractor needs
Required Skills & Qualifications Experience
3–7+ years of experience in SaaS customer success, account management, or consultative sales working with a feature‑rich platform
Direct experience managing SMB and Mid‑Market client portfolios
Experience working with trades, specialty subcontractors, field services, or industrial clients who are not behind the desk
Experience managing between 75‑150 accounts with multiple stakeholders and complex buying dynamics
Relationship Mapping Expertise
Proven ability to build multi‑threaded relationships across operational, managerial, and executive stakeholders
Experience identifying economic buyers, champions, and influencers within accounts
Skilled at mitigating churn risk through proactive stakeholder engagement
Usage Optimization
Demonstrated success helping clients maximize product adoption and realize measurable ROI
Ability to learn and teach comprehensive use cases and navigation flows
Experience leading structured business reviews tied to operational outcomes
Revenue Growth
Proven track record of meeting or exceeding targets related to renewals, upsells, and cross‑sells
Experience owning a book of business with revenue responsibility
Analytical Skills
Strong ability to interpret usage data, KPIs, and customer trends
Data‑driven decision‑maker who combines quantitative insights with relationship intelligence
Growth‑minded and leveraging the latest tools (AI, etc) to maximize efficiency and customer‑facing value.
Communication & Strategic Thinking
Excellent training, presentation, negotiation, and stakeholder management skills
Comfortable communicating with field crews, operations leaders, and executive stakeholders
Ability to map customer operational goals to FieldFlō solutions and long‑term expansion opportunities
Performance Metrics (KPIs)
Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
Expansion Revenue (Upsell & Cross‑Sell)
Renewal Rate
Customer Health Score (including stakeholder engagement depth)
Product Adoption Rate
Multi‑Threading Ratio / Stakeholder Coverage
What You Can Expect From Us:
A team that’s
smart, honest, supportive, and fun
Strong onboarding plus continuous coaching and development support.
Competitive base salary + performance‑based incentives.
Real work/life balance. We run on trust and an honor‑system FTO model.
Benefits including computer, health insurance, and a cell‑phone stipend.
The chance to be part of a small, rapidly growing team having an outsized impact on construction field services.
Compensation & Benefits FieldFlo offers competitive compensation that includes an
On‑Target Earnings (OTE)
range of
$90K – $120K
, consisting of base salary plus performance‑based variable pay.
Final compensation will be based on the candidate’s experience, qualifications, and geographic market (for remote roles).
FieldFlo also provides a strong benefits package, including health coverage, flexible time off, 401(k), cell and internet stipend, and the opportunity to grow with a fast‑moving team.
FieldFlō Equal Opportunity & Hiring Practices Statement FieldFlō is proud to be an Equal Opportunity Employer.
We’re building a team of talented, kind, and driven people, and we believe great work happens when everyone feels respected, supported, and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, marital status, or any other characteristic protected by applicable law.
Employment with FieldFlō is contingent upon the successful completion of any applicable background checks, which are conducted in compliance with federal, state, and local laws.
Candidates must be authorized to work in the United States on a full‑time basis without the need for current or future visa sponsorship.
We are deeply committed to
fair, consistent, and thoughtful hiring practices
and to creating a workplace where everyone has the opportunity to do their best work.
If you need a reasonable accommodation during the application or interview process, just let us know — we’re happy to help.
This role is open to applicants residing in eligible U.S. states. At this time, we are unable to consider candidates who reside in
Alaska, California, Hawaii, Maine, Massachusetts, Oregon, Rhode Island, or Washington .
#J-18808-Ljbffr