Senior Account Manager, SaaS

Loadsmart is a growth-stage technology company valued at over $1 billion, reinventing the future of freight through innovative technology. With headquarters in Chicago and a globally distributed remote team, we help shippers, brokers, warehouses, and carriers move more with less. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork.

About the role

The Senior Account Manager will grow revenue within existing and new accounts, covering the full account lifecycle. You will build relationships with business owners, onboard and educate customers, and create account plans to expand Loadsmart’s footprint. This role owns a customer portfolio end-to-end: onboarding, enablement, growth, renewals, and cross-selling the flagship product stack, with a focus on delivering a strong customer experience.

Location: Remote - USA

Responsibilities

• Own full-cycle post-sales activities: onboarding, enablement and adoption, product demonstrations, and renewals, ensuring every customer is set up for success from day one
• Serve as the point person to identify, prioritize, and close expansion opportunities (upsell and cross-sell) across new and existing accounts, and negotiate contract terms on SaaS renewals
• Build a comprehensive account plan that ties value justification, benchmarking, and ROI data to each customer's priorities and hurdles, driving decisions that support revenue target delivery and growth
• Establish a structured engagement cadence: regular check-ins, QBRs/EBRs, and executive touchpoints that review adoption and success metrics, align on strategic priorities, and set clear action plans for the next quarter
• Build trusted, multi-threaded relationships across the customer organization, from day-to-day users to senior executives and economic buyers, reducing single-threaded risk and expanding adoption
• Stay closely attuned to each account's strategic growth plans, technology strategy, and competitive landscape, tracking public information and industry trends that could impact the customer
• Proactively surface customer needs, risks, and opportunities through ongoing engagement, partnering cross-functionally to drive resolution of account issues (billing, support, product, and other departments)
• Gather customer feedback through structured interviews and surveys, and continuously deepen product expertise to serve as a subject matter expert

Requirements

• 5+ years of experience as an Account Manager or Customer Success Manager for SaaS products
• 3+ years of experience working within SaaS
• Proven track record of working in a customer-facing role
• Excellent English language skills
• Strong communication skills, both written and verbal, to effectively understand and communicate customer expectations
• Customer-oriented: genuine interest in the customer’s business and in what the customer communicates, needs, and expects
• Problem-solving: ability to clearly define and deliver technical solutions that drive customer satisfaction and business results
• Interpersonal intelligence: ability to read between the lines and to ask difficult or uncomfortable questions to customers
• Influence: the ability to map customers’ internal political environment and to positively influence the decision-making process
• Data analysis: ability to understand and interpret data with a focus on generating insights
• Results-oriented: ability to understand the goal, remain motivated, and consistently keep focusing on the outcome, no matter the obstacles
• High technical aptitude and overall understanding of technology
• Experience with CRM is a plus - preferably Salesforce

Pay

$80,493 - $100,600 a year. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, the candidate’s experience and expertise.

Benefits

• Competitive base salaries - we believe in rewarding top talent
• Extremely competitive equity package - become a shareholder in our company
• Loadie Time Off - PTO and sick days without a limit
• Comprehensive Medical, Dental, and Vision insurance plans
• 401k Match