Fast Facts
The Customer Account Manager - SMB position is ideal for early-career professionals looking to enhance their skills in customer relationship management and renewals within the SaaS industry.
Responsibilities: Key responsibilities include managing a portfolio of SMB customers, driving retention, conducting check-ins, supporting renewal talks, and identifying expansion opportunities.
Skills: Candidates should have 1–3 years of experience in a customer-facing role, strong organizational skills, and excellent communication abilities.
Qualifications: Preferred candidates will have familiarity with HR Tech and experience engaging with HR or engineering teams.
Location: The position is hybrid, based in Santa Clara, CA, requiring occasional in-office presence.
Compensation: $100000 - $125000 / Annually
About the role
We are seeking a Customer Account Manager who is committed to delivering a strong customer experience and supporting customers throughout their lifecycle with HackerRank. This role is designed for an early-career account manager who is eager to build foundational skills in customer renewals, relationship management, and account operations.
In this role, you will manage a portfolio of SMB customers, ensuring consistent adoption, smooth renewals, and a positive overall experience. You will collaborate closely with teammates and follow established playbooks to support retention and identify straightforward expansion opportunities, with guidance from senior team members.
What you’ll do
- Manage a portfolio of SMB customers, executing defined adoption and renewal motions to drive retention and customer satisfaction
- Conduct regular customer check-ins to ensure customers are realizing value and address questions or issues proactively
- Support renewal conversations and standard contract processes, escalating complex scenarios as needed
- Act as a strategic advisor by leading customer and internal teams, removing roadblocks, and accelerating adoption.
- Identify basic expansion or usage opportunities and partner with senior team members when appropriate
- Maintain accurate customer data, renewal tracking, and activity logging in CRM tools
- Collaborate with Sales, Product, and Support to ensure a smooth and consistent customer experience
Who you are
- You bring 1–3 years of experience in a customer-facing role within a SaaS or technology environment, such as account management, sales development representative, customer success, or sales support.
- You are organized, resilient, and comfortable managing multiple priorities in a fast-paced environment.
- You are customer-focused and curious, motivated by understanding customer needs and ensuring a positive, reliable experience.
- Strong written and verbal communication skills, with the ability to explain concepts clearly.
Even better if you have
- Familiarity with HR Tech, recruiting tools, or developer-focused products.
- Comfort engaging with day-to-day customer contacts in HR, Talent, or Engineering teams.
- A collaborative mindset. You work seamlessly across teams, bringing together Support, Product, and Sales to ensure customer needs are met.
You will thrive in this role if
- Are a Captain - you enjoy owning the customer relationship and championing their success
- Are skilled at engaging HR/Talent & Technical decision-makers, helping them navigate hiring and workforce planning goals
- Believe in long-term partnerships and being the trusted advisor for your customers.
Compensation
- This sales role is eligible for incentive-based pay, with an annual total potential earnings range of $100,000 to $125,000, including base salary and incentive-based compensation (based on quota attainment).
- This range doesn't include stock options or benefits. Salary may be adjusted based on business needs.
- Final offer may vary based on skills, experience, location, and other compensation components.
