Account Manager - Sales

About the role

The Account Manager owns a book of approximately 200 Caselle local-government customers, serving as the primary point of contact and leading QBRs with top-tier accounts.

Responsibilities

• Own your book. Serve as the primary point of contact for approximately 200 accounts across the full relationship.
• Touch every account, every quarter. Reach every customer in your book each quarter, rotating to a new contact, so customers hear from you before they need to call.
• Lead QBRs. Conduct quarterly business reviews with your top-tier accounts - Tier 1 quarterly, Tier 2 semi-annual.
• Grow the book. Drive upsell and cross-sell across the Caselle and Govineer product line - cloud hosting, online payments (Community Connect), modular add-ons, and services - to hit an expansion quota.
• Deliver price increases. Carry discount reductions and rate increases to customers with clear, customer-ready justification.
• Protect the base. Identify at-risk accounts early using the book health score and lead the save well before a renewal is in question.
• Partner across the org chart. Work with city clerks, treasurers, finance directors, and city managers to align on their evolving needs and priorities.
• Negotiate and close. Own contracts and agreements that maximize recurring revenue.
• Show up in person. Attend regional conferences and user forums, and complete approximately six onsite customer visits per year.
• Keep the system clean. Maintain accurate account records, contact lists, activity, and pipeline in HubSpot.

  Requirements

  • Three or more years in account management, customer success, or expansion sales - ideally B2B SaaS or vertical software.
  • A track record of carrying and hitting a revenue or retention number.
  • Comfort having direct commercial conversations, including price increases, without damaging the relationship.
  • Strong organization across a large book, with genuine CRM discipline.
  • Customer empathy - you treat retention as a relationship, not a renewal date.
  • Proactive and self-directed, with a track record of working effectively remotely.
  • Strong communication skills, and the judgment to tailor your approach across very different municipal roles.

  Preferred

  • Five or more years in govtech, public sector, ERP, or payments.
  • Working knowledge of how local government actually operates - budget cycles, councils, procurement, and the pressures your customers are under.
  • Genuine interest in supporting small-town America and helping communities modernize.

  How You're Measured

  • Your scorecard reflects both halves of the role: expansion bookings to quota, gross and net revenue retention on your book, book health score, price-increase capture, logo retention, and quarterly touch completion.
  • Pay runs on three quarterly levers - a growth commission on cloud, add-ons, and services; a price-increase commission; and a retention commission on the ARR you keep.
  • You are paid to grow the book and to keep it healthy.

  Benefits

  • Base salary plus quarterly variable compensation, uncapped on expansion.
  • Flexible remote work, with a hybrid option for Utah-based team members.
  • Medical, dental, and vision coverage.
  • 401(k) with 4% company match after six months.
  • Travel to regional events, conferences, and customer sites.
  • Meaningful work that supports local governments and the residents they serve.

  Why This Role, Why Now

  Caselle keeps the vast majority of its customers - but those customers tell us they want a real relationship: proactive contact, a name to call, a partner who understands their world. This role is how we deliver that. At the same time, Caselle is in a period of real product growth, from cloud and integrated payments to new modules. There has never been more opportunity to help a customer take the next step. You will have a book small enough to manage well and the mandate to make every account in it both happier and more valuable.