Account/Client Success Manager

Summary

Quavo Fraud & Disputes is a provider of cloud-based fraud and disputes management technology for financial services organizations. The Account/Client Success Manager will manage mid-market and enterprise client relationships across onboarding, retention, renewal, and expansion, while driving platform adoption and measurable client value. The role partners with Sales, Support, Product, Onboarding, and Marketing to maintain account health, resolve issues, and identify growth opportunities.

Responsibilities

• Own a defined portfolios of mid-market and large clients, serving as the primary point of contact throughout the client lifecycle
• Build and maintain trust-based relationships with operational managers, product owners, and key decision-makers within client organizations
• Conduct regular cadence calls, business reviews, and strategy sessions to align on goals, surface risks, and demonstrate ongoing value
• Identify and pursue expansion and upsell opportunities within your portfolio, owning the full expansion sales cycle from discovery through close
• Monitor account health indicators (usage, support trends, sentiment) and proactively intervene before issues escalate
• Drive net revenue retention by minimizing churn and positioning clients for long-term success on the Quavo platform
• Develop success plans that map client goals to Quavo capabilities, creating clear roadmaps for product adoption and expansion
• Track and report on expansion pipeline, renewal forecasts, and account health metrics to leadership on a regular basis
• Develop working knowledge of the Quavo platform to guide clients on configuration, best practices, and optimal product utilization
• Partner with the Marketing team to generate referrals and case study opportunities from satisfied clients
• Maintain accurate client records, opportunity tracking, and health documentation in CRM tools
• Provide account scorecards and sentiment summaries to leadership, surfacing insights and flagging accounts that need additional attention
• Resolve or escalate client issues within defined SLAs, ensuring timely communication and follow-through
• Contribute to internal knowledge sharing by documenting common client challenges, solution patterns, and escalation outcomes

Skills

• Applicants must be legally authorized to work in the United States without employer visa sponsorship, now or in the future. This includes OPT, STEM OPT, CPT, H-1B, or any other visa requiring employer sponsorship or support
• 3+ years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services environment
• Demonstrated ability to manage a portfolio of clients with ownership of both retention and growth outcomes
• Track record of building productive relationships with operational, mid-level and executive stakeholders at client organizations
• Comfortable running discovery conversations, Business Reviews and owning expansion opportunities end-to-end, including negotiation and close
• Strong written and verbal communication skills; confident presenting to groups of executive and C-level stakeholders
• Organized and self-directed; able to manage multiple clients and competing priorities without close supervision
• Background in SaaS
• Prior experience in a CSM/AM role that carried a formal quota or revenue target
• Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero
• Experience with SFDC and related tools and comfort working with usage data to build account narratives
• Experience with MEDDPICC, or similar enterprise qualification frameworks

Qualifications

Must Haves

• Applicants must be legally authorized to work in the United States without employer visa sponsorship, now or in the future. This includes OPT, STEM OPT, CPT, H-1B, or any other visa requiring employer sponsorship or support
• 3+ years of experience in client success, account management, or a client-facing role within a SaaS, fintech, or financial services environment
• Demonstrated ability to manage a portfolio of clients with ownership of both retention and growth outcomes
• Track record of building productive relationships with operational, mid-level and executive stakeholders at client organizations
• Comfortable running discovery conversations, Business Reviews and owning expansion opportunities end-to-end, including negotiation and close
• Strong written and verbal communication skills; confident presenting to groups of executive and C-level stakeholders
• Organized and self-directed; able to manage multiple clients and competing priorities without close supervision

Nice to Haves

• Background in SaaS
• Prior experience in a CSM/AM role that carried a formal quota or revenue target
• Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero
• Experience with SFDC and related tools and comfort working with usage data to build account narratives
• Experience with MEDDPICC, or similar enterprise qualification frameworks

Benefits

• Remote work arrangement
• Bonus tied to retention and expansion performance
• Commission tied to retention and expansion performance