Account Manager

Sparrow is the first high-tech, high-touch employee leave management solution. Our mission is to make it simple for companies to provide their employees with all kinds of leave (i.e. family, medical, etc.). We transform the ordinarily tedious, error-prone, and time-consuming leave management process into a 30-minute end-to-end experience, saving teams 20–40 hours per leave and up to $30K per leave. Sparrow is headquartered in San Francisco but operates fully remotely across the country. We are a diverse, highly talented, and supportive team—hardworking, collaborative, smart, and humble—solving real problems.

About the role

As an Account Manager at Sparrow, you’ll help execute our vision by engaging with current customers during critical moments. You will own a revenue target (expansion and upselling), generate referrals, and collaborate cross-functionally to advocate for customer-driven product and service enhancements.

Responsibilities

• Focus on increasing product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
• Optimize the customer lifecycle by designing and executing programs tailored to customer segmentation.
• Identify growth and expansion opportunities within the existing customer base to achieve revenue targets.
• Use raw customer data to maintain a sensational customer experience.
• Reduce churn and drive new business growth through advocacy, referenceability, and referrals.
• Address escalated client issues with speed and urgency, coordinating resources across the company as needed.
• Conduct strategic quarterly business reviews to ensure client satisfaction and uncover thematic opportunities for improvement.
• Partner with the sales team as a solutions architect on sales calls to provide subject matter expertise and cross-functional resources, increasing new sales conversions.

Requirements

• 5+ years of experience in Renewal Management, Account Management, Customer Success, or Customer Experience, ideally within SaaS.
• Experience building strategic customer engagement plans to drive connection through thoughtful touchpoints.
• Experience with high-touch strategic account management and a digital-first low-touch model, knowing how and when to apply each.
• Proven track record of achieving KPIs.
• Data-driven approach to designing processes and executing work.
• Highly effective communicator—able to build trust and rapport quickly, work well cross-functionally, and drive effective B2B customer meetings.
• Comfort with SQL is a plus.

Pay

On-target earnings (OTE) for this role range from $106,800 to $147,620 per year, dependent on experience and location, with an 80/20 base/variable split.

Benefits

Our work at Sparrow is impactful—we help People teams manage one of the hardest parts of their job and support employees during critical moments. We’re mission-driven like a nonprofit but operate with the resources and scale of a fast-growing, venture-backed company. The Sparrow team spans 40 states and values diverse backgrounds and experiences.