Associate Account Manager, SMB

This Associate Account Director, SMB role is responsible for seamless renewals on any Small and Medium Business (SMB) accounts by fielding client responses effectively, tracking and updating SMB account notes/documentation in Salesforce, and partnering with Sales Operations in scale renewal projects. This role blends high volume, strategic account management skills with the engagement focus and product value positioning of client success. This role will report to the Sales Operations Team, working closely with Sales Leadership and Client Success.  

Core Functions of the Role:

• Own 100-150  SMB accounts, including their renewal processes, account planning, Salesforce opportunity updates and notes, and meetings with clients to discuss renewals, auto-renewals, and client concerns 

• Maintain strong documentation processes, reviewing client renewals ahead of auto-renewal or client confirmation, uploading client agreements to SharePoint, and documenting all renewal conversations in Salesforce 

• Partner with Sales Operations for any contract updates or amendments  

• Map out all renewal planning for SMB accounts, including client engagement ahead of renewal, navigating price increases and potential client pushback during the renewal process, and ensure smooth completion of all SMB renewal processes, including appropriate client billing contacts and any liaison needed with LC Finance 

• Support client retention efforts, including partnering with Client Success to onboard new users within a client license, meeting with client decision-makers on product value positioning, and identifying upsell opportunities or churn risk within SMB clients 

• Leverage Client Success to gain valuable client usage patterns that support the renewal process and support healthy account practices in collaboration with Client Success (activating/deactivating users, identifying new SMB accounts unassigned to CS, etc.)  

About You:

• 2+ years of high-volume account management experience, ideally in a B2B subscription business model, focused on the retention and renewal of a larger client base 

• Bachelor’s degree in Business Administration, Public Policy, Marketing, or any related discipline 

• Highly organized account planning experience and driven by a strategic plan to address the needs of a larger (100+) SMB client base  

• Detail-oriented documentation practices and strong Salesforce account hygiene that ensure transparency on account status, opportunity, and risk to sales leadership 

• Client-focused communication skills with experience handling client cancel conversations, value positioning experience, and a track record of winning back business that could have been lost  

• Strong partnership skills with Client Success teams, leveraging their insights and abilities to reach most users to strengthen the business case for renewal, including using usage data to tell the story of strong value to a client