Account Manager, Customer Success

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