Account Manager

About AlivoAt Alivo, we’re transforming how businesses connect with their customers. Using cutting-edge AI, we help companies deliver instant, intelligent, and personalized communication that drives growth and customer loyalty. Our mission is simple: empower businesses to thrive by making every interaction unforgettable.Who We're Looking ForWe are looking for a highly driven, customer-obsessed Account Manager to own the long-term success of our customers after onboarding.This role begins at the earliest stages of the customer journey and focuses on retention, growth, and driving measurable business outcomes for our customers. You will partner with customers to ensure they are not only using Alivo, but seeing real impact in their business through improved lead conversion, faster response times, and increased booked jobs.This role is critical to our growth. You will own the relationship beyond just onboarding, helping customers adopt best practices, overcome challenges, and expand their use of the platform over time.If you thrive in fast-paced environments, enjoy influencing customer behavior, and are excited about helping businesses grow using AI-powered products, this role is for you.ResponsibilitiesOwn the Entire Customer RelationshipManage a portfolio of customers from onboarding to renewalBuild strong relationships with business owners and key stakeholdersAct as the primary point of contact for strategic conversations and long-term successDrive Long-Term RetentionProactively identify at-risk accounts using engagement, usage, and feedback signalsLead retention conversations and implement save strategiesAlign customer expectations with product capabilities and best practicesFocus on driving retentionDrive Adoption & Business Outcomes‍Ensure customers are actively using the platform and key featuresReinforce best practices that drive success (e.g., speed to lead, booking-first mindset, agent reviews)Help customers understand and achieve ROI from AlivoGuide customers toward consistent, repeatable processes that improve performanceIdentify & Drive Expansion Opportunities‍Identify opportunities to grow accounts (additional agents, features, usage)Educate customers on how to get more value from the platformLead or support expansion conversations to increase revenue per accountCollaborate Cross-FunctionallyPartner with Onboarding for smooth customer handoffs and continuityWork with Support to identify trends and ensure resolution of ongoing issuesProvide feedback to Product on customer needs, gaps, and opportunitiesManage Account Health & Reporting‍Track customer health, engagement, and opportunities in HubSpotMaintain accurate notes, activity, and account insightsUse data to prioritize outreach and inform strategyQualificationsWhat You BringBachelor’s degree preferred, but not required3–7+ years in Customer Success, Account Management, or similar role (SaaS preferred)Proven ability to manage a book of business and drive retention and growthStrong ability to influence customer behavior and drive outcomesExperience working with SMB or mid-market customers (home services is a major plus)Excellent communication skills (both verbal and written)Highly organized with strong follow-through and accountabilityComfortable working in a fast-paced, evolving startup environmentWho You AreCustomer-first and relationship-drivenProactive. You identify risk before it becomes a problemResults-oriented and motivated by retention, growth, and customer outcomesComfortable having direct conversations and guiding customers toward best practicesAble to balance empathy with accountabilityAdaptable and confident working with customers of varying experience levelsBonus Points ForExperience in home services industries (roofing, siding, windows, etc.)Familiarity with AI, automation, or communication platformsExperience with CRM tools like HubSpotBackground in retention strategy, expansion sales, or revenue ownership