Account Manager, SMB

About the role

We are hiring an Account Manager to help ensure our self-serve customers are successful with Canopy while also playing a key role in retaining and growing accounts.

The Account Manager will collaborate closely with Account Management, Support, Finance, and Sales to resolve issues, improve customer outcomes, and help drive Net Revenue Retention (NRR) and Expansion across the customer base.

This role requires strong communication skills, a problem-solving mindset, and the ability to navigate complex customer conversations with empathy and professionalism.

Opportunity

This is a hybrid position in South Jordan, Utah (M, W, F in-office).

What You’ll Do

• Deliver timely, personalized support to customers by leading customer calls, coordinating meetings, and providing follow-up via email as needed.
• Proactively identify upsell and expansion opportunities within existing accounts, recommending solutions that align with customer goals and increase account value.
• Manage conversations with customers who are considering downgrading or canceling their subscriptions, working to retain accounts whenever possible.
• Identify the root cause of customer concerns and partner internally to resolve issues impacting the customer experience.
• Educate customers on Canopy’s features, resources, and best practices to help them get the most value from the platform.
• Develop a deep understanding of Canopy’s subscription model, pricing structure, and product capabilities.
• Partner with Account Managers and our Sales Team to identify opportunities to increase product adoption, preserve revenue, or adjust usage strategies.
• Track retention opportunities and outcomes to support improvements in Net Revenue Retention (NRR).
• Maintain a positive, patient, and professional attitude when navigating challenging customer conversations.
• Collaborate with internal teams such as Finance, Support, and Product to resolve billing or account-level issues.
• Identify common customer challenges and share insights with internal teams to improve the overall customer experience.
• Help improve internal processes and playbooks for handling retention conversations and customer objections.

What We’re Looking For

• 1+ year of experience in customer success, customer support, or account management in a tech or SaaS environment.
• Strong written and verbal communication skills with the ability to navigate complex customer conversations.
• A consultative mindset focused on understanding customer needs and delivering solutions.
• Strong problem-solving and critical thinking skills.
• Ability to handle challenging situations with empathy and professionalism.
• Ability to quickly learn software tools and confidently guide customers through solutions.
• Strong organizational skills and ability to manage multiple customer conversations simultaneously.
• A self-starter who takes ownership of customer outcomes and continuously looks for ways to improve the experience.

Bonus Points If You Have

• Experience working in customer retention or churn prevention.
• Experience supporting SaaS subscription products.
• Experience with support ticketing systems or CRM platforms.
• Experience in the accounting or tax software space.

Why You Want to Work Here

• Flexible Paid Time Off
• Health Benefits
• 401(k)
• Mental Health
• Paid New Parent Leave & Birthing Parent Leave
• Supplemental Benefits
• Nectar - our peer-to-peer recognition program
• Company Events
• ERG Committees
• Fully-stocked kitchen

Interviewing @ Canopy

Application processes can be a little stressful. Here are the stages of a typical interview process at Canopy:

• Once your application is received, we will review it and get back to you if we feel like it’s a mutual fit!
• 20-minute phone call with the People Team
• 45-60-minute video or in-person interview with the Hiring Manager
• 1-3 rounds of interviews, depending on the role
• Final Interview

Interview processes can vary depending on the role. The People Team will give you a role-specific overview of the process during your first phone call.

Remember: This is your interview too! We know candidates are evaluating us just as much as we are them. We encourage you to bring questions to each of your interviews—our hiring teams will always make sure to save time for questions at the end!