Account Manager

About the role

As an Account Manager at Queue-it, you will own the commercial relationship with a portfolio of existing small and medium-sized business customers, helping them realize measurable value from our platform while supporting their continued growth. Your focus will be approximately 60% customer retention and health and 40% growth and expansion. You will proactively identify customer risks, evolving needs, and commercial opportunities, developing strategies that strengthen customer confidence, reduce churn, and increase long-term value. You will serve as a trusted advisor to Spanish- and English-speaking customers, helping them discover new use cases, increase platform adoption, and expand Queue-it across additional events, teams, departments, or regions. Working closely with Sales, Product, Marketing, Customer Support, and Customer Success, you will turn customer insights into stronger outcomes for both our customers and Queue-it. Based in our U.S. office and reporting to the Head of Inbound & Digital Sales, this full-time role sits within the Inbound & Digital Sales team and follows a hybrid or on-site work model.

Responsibilities

• Manage and grow a portfolio of SMB customers across North and Latin America, with a strong focus on Spanish-speaking customers.
• Own renewals, retention, and customer health within your assigned accounts.
• Identify and execute upsell and cross-sell opportunities to increase customer value and revenue.
• Conduct regular business reviews and proactive customer engagement activities.
• Expand Queue-it's footprint by uncovering new use cases, teams, departments, or events within customer organizations.
• Monitor customer health metrics and develop action plans for at-risk accounts.
• Partner closely with Customer Success, Product, Marketing, and Support teams to maximize customer outcomes.
• Maintain accurate forecasts, account plans, and customer activity within Salesforce.

Success in the role will be reflected in strong customer retention and renewal rates, improved customer health and engagement, lower churn risk, increased product adoption, and the generation of expansion revenue and pipeline.

Requirements

• Native-level Spanish and professional English communication skills.
• 3+ years of experience in Account Management, Customer Success, Retention, or a similar SaaS customer-facing role.
• Proven success retaining and growing existing customer relationships.
• Experience driving renewals, upsell, cross-sell, and account expansion activities.
• Strong stakeholder management and relationship-building abilities.
• Commercial mindset with the ability to identify growth opportunities and create customer value.
• Experience working with CRM platforms and customer data to manage accounts effectively.
• Ability to thrive in a fast-paced, collaborative, and growth-oriented environment.

Benefits

• Culture & Community: Global, collaborative workplace with 40+ nationalities; strong sense of belonging through social activities and shared experiences; Danish-inspired flat hierarchy where you're trusted to work in a way that suits you best; growth-oriented environment prioritizing professional development and open communication.
• Office Perks (Minneapolis): Modern amenities, collaborative spaces, and quiet zones; free entry to in-building gym; access to skyway system with numerous lunch and shopping options; beverage-stocked fridge; company-provided onsite lunch every Tuesday; plenty of snacks.
• Health & Insurance: Affordable medical, dental, and vision insurance effective first day of employment; Health Savings Account (HSA) with company contributions; Flexible Spending Account (FSA) – health care, limited-use health care, and dependent care options; Company-paid long-term disability insurance; Company-paid basic life and AD&D insurance; Employee Assistance Program (EAP); Optional supplemental life/AD&D, spouse/domestic partner life, child life, supplemental AD&D, short-term disability, critical illness, hospital indemnity, and accident insurance.
• Financial & Retirement: 401(k) savings plan with company contributions (pre-tax and Roth options).
• Leave & Time Off: 24 weeks paid leave for birth or adoption (after nine months employment); 9 paid holidays; Paid Time Off.
• Stipends & Allowances: $75 monthly cell phone reimbursement (if company phone declined); $60 monthly parking allowance (requires coming into office three times a week each month).

Compensation

Target annual on-target earnings (OTE) range of $75,000–$85,000, consisting of a competitive base salary and performance-based incentive compensation. Actual compensation determined based on skills, experience, qualifications, and location. Uncapped earning potential through incentive compensation program.

Schedule

Hybrid – 3 days in office, 2 days work from home.