Senior Account Manager

We are a fast growing third-party logistics (3PL) provider focused on delivering high-performance fulfillment for eCommerce brands. We lead with operational excellence, radical accountability, and client-aligned success metrics. We believe in small teams, measurable impact, and building careers from the floor up.

Senior Account Manager
Reports To
Director of Customer Success

Work Style
Works in office

Role Focus
Tactical / strategic; revenue focused. Client retention accountability.

Cross-Functional Partners

Ops

Finance

Info

COM

Postage Prince

Role Summary
The Senior Account Manager (SAM) is the primary client-facing strategic partner for account health and retention, communication, commercial growth, and cross-functional alignment. This role is the face of Good Company to the client, nurtures the relationship, and excels in clear communication.

Client Communication and Relationship Management

Own client messaging, including forecasts, announcements, difficult conversations, and expectation setting.

Lead recurring and ad hoc calls with clients and communicate updates based on COM timelines.

Coordinate onboarding and offboarding with the COM and help ensure a smooth client transition experience.

Support client education around compliance, communication guidelines, expectations, data quality, and operational processes.

Lead and document post-mortems and help turn issues into clear corrective action plans.

Maintain confidence with higher-level stakeholders and represent the business professionally in client-facing conversations.

Lead charge on magic wand feedback.

Develop a sixth sense regarding client sentiment. Work in line with client retention as the ultimate goal.

Revenue, Billing, and Commercial Oversight

Responsible for translating the client’s need into operationally understandable language.

Responsible for keeping the client up to date on current market trends, both from a billing perspective and an expectation standpoint.

Propose value-add opportunities to clients, including ad hoc services, software add-ons, and carrier options.

Support agreement addendums, hold harmless language, contract renewals, redlining, and execution with the Director of Customer Success.

Partner on quarterly profitability reviews and track account-level P&L trends week over week.

Operations Partnership and Process Coordination

Bridge communication across Ops, Finance, Data/Info, and client stakeholders so decisions are actionable and aligned.

Communicate new retailer expansions and process adjustments to the COM

Communicate automation rule changes and provide plain-language context around adjustments or new rules in ShipHero.

Validate BAM placement and ask the operational questions that prevent downstream execution issues.

Surface patterns across accounts such as onboarding delays, billing confusion, and forecast misses, then propose fixes.

Coordinate postage reviews, third-party billing connections, RateShop+ setups, and postage analysis requests.

Systems, Forecasting, and Peak Readiness

Own forecast adjustments and accuracy, including monitoring SLA performance and identifying trends behind results.

Proactively ensure fulfillment analysis numbers align with operational reality.

Maintain CRM hygiene and changelog discipline so important client changes remain visible and traceable.

Lead peak season planning by reviewing prior-year forecasts, preparing carrier timelines, setting holiday adjustments, and building client‑facing planning references.

Create onboarding and training checklists for future SAMs to support consistency as the team scales.

Industry Awareness and Strategic Perspective

Stay plugged into carrier announcements, tariff updates, marketing trends, brand news, and broader e‑commerce developments.

Bring perspective on brand and finance terms such as CAC, MER, and LTV to client conversations and decision‑making.

Support client gifting and relationship‑building efforts that reinforce trust and retention.

Balance day‑to‑day responsiveness with longer‑term strategic thinking, commercial awareness, and strong executive presence.

Core Competency Themes / Soft Skills
Perspective
Sees the full client picture, connects revenue, service, operations, and timing, and makes decisions with both short-term urgency and long-term account health in mind.

Comfort Around Higher Management
Communicates clearly and confidently with senior client stakeholders and internal leadership, even when conversations involve pressure, ambiguity, or difficult tradeoffs.

Presentation Skills
Presents updates, recommendations, proposals, post‑mortem insights in a way that is organized, persuasive, and easy for clients and teammates to act on.

Produces concise, polished written communication across email, Slack, proposals, billing explanations, and process updates with strong judgment and clarity.

Success in This Role Looks Like

Clients feel informed, supported, and confident in both day‑to‑day execution and larger strategic planning.

Billing, proposals, automation changes, and operational updates are communicated promptly and succinctly.

Potential problems are surfaced early through strong cross‑functional follow‑through and pattern recognition.

Forecasts, peak planning, and client‑specific changes are managed proactively rather than reactively.

The role strengthens profitability, trust, and internal alignment while maintaining a high standard of professionalism.

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