Customer Success (Account Management Focus) at ZenTrades
Market: US B2B SaaS
Experience: 2–6 Years
Shift: US Business Hours (6.30 PM to 3.30 AM IST)
Role Overview
We are looking for a CS-focused Account Manager who believes that customer growth is a byproduct of customer success. In this role, you will bridge the gap between relationship management and commercial strategy. You will own the post-onboarding journey for our US clients, ensuring they realize maximum value from our platform while proactively driving renewals and identifying expansion opportunities.
*About ZenTrades *
ZenTrades is a growing product startup with a strong foundation in delivering AI-powered SaaS solutions (CRM + ERP) for Field Service Management. Our core focus is towards creating the future of Field Service Management, where trade service professionals will effortlessly harness the power of technology to streamline their operations, enhance customer experiences, and drive growth, thereby revolutionizing the trade services industry operations. ZenTrades' founding team comprises young engineers from top-tier universities such as UW Madison, and UC Berkeley alumni with solid domain knowledge having built top-notch products and implemented them at Fortune 500 companies.
The team is headquartered in Seattle, US and has its office in Pune, MH. With its robust CRM+ERP platform featuring a modular software architecture and integrated Generative AI capabilities, ZenTrades delivers a trade-specific operating system that caters to the unique needs of each trade. ZenTrades empowers tradesmen with an AI assistant, LISA (co-pilot), to enhance their sales and service capabilities using Generative AI.
Role and Responsibilities
Own the commercial health of your portfolio. You are responsible for Gross Retention (GRR) and Net Revenue Retention (NRR) by ensuring customers achieve their desired outcomes.
Manage the end-to-end renewal process and lead negotiations for upsells and cross-sells. You will be expected to uncover "whitespace" in accounts where our additional modules or seats can add value.
Use a data-driven approach to identify "silent" churn risks (e.g., declining usage, stakeholder turnover, or low feature adoption) and execute proactive intervention strategies.
Conduct high-impact Business Reviews (QBRs) that move beyond "support updates" to focus on executive-level ROI, industry benchmarking, and long-term roadmaps.
Work closely with Onboarding to ensure a seamless handoff and with Product to advocate for features that will unlock more revenue from your existing accounts.
Skills/Experience
2-6 years of experience in a Commercial CS or Account Management role within B2B SaaS.
Proven experience handling US-based clients and a deep understanding of US business culture and communication styles.
Experience transitioning customers from the Onboarding phase into a steady-state partnership.
Revenue Mindset: You are comfortable carrying a quota and view "selling" as a way to provide more value to the client.
Data Fluency: Ability to look at a dashboard, spot a trend in user behavior, and turn that into a consultative conversation.
Critical Thinking: You don't just follow a playbook; you can navigate complex stakeholder environments and solve blockers independently.
Resilience: You can handle high-stakes renewal conversations and remain calm in target-driven environments.
Extreme Ownership: You don't say "that's a support issue"—you ensure the issue is resolved because you own the account health.
Proactivity: You reach out before the customer realizes they have a problem.
Key Performance Indicators (KPIs)
Net Revenue Retention (NRR): Your primary North Star metric.
Gross Retention Rate (GRR): Minimizing churn and contractions.
Expansion Pipeline: Value of upsell opportunities generated and closed.
Customer Health Score: Keeping your portfolio in the "Green" through active engagement.
Why Join Us?
Growth: A clear path from AM to Senior AM
Incentives: Competitive base salary with a performance-based commission structure tied to renewals and expansion.
Impact: You’ll be the face of the company for our most important market (USA).
