The Account Manager owns a portfolio of CourtReserve customers and is accountable for their growth, retention, and overall health. This is a hands-on, individual contributor role focused on driving expansion revenue, reducing churn, and being the trusted point of contact for the customers in your book of business. You'll partner closely with Onboarding, Support, and Product to make sure our customers feel heard, supported, and set up to win.

Responsibilities

Account Ownership & Growth

• Own a portfolio of accounts end-to-end — driving renewals, upsells, and expansion across your book of business.
• Directly manage VIP and enterprise-level accounts, ensuring their needs are met and their voices are heard internally.
• Conduct Quarterly Business Reviews with strategic customers to align on goals, surface opportunities, and reinforce value.
• Run outbound prospecting into the existing customer base through highly personalized campaigns to drive feature adoption and expansion.

Retention & Customer Health

• Lead outreach for inactive accounts, cancellations, and seasonal reactivations.
• Own follow-ups for negative CSAT or NPS scores and identify at-risk customers early.
• Execute proactive health checks and churn-prevention workflows across your portfolio.
• Champion customer advocacy by collecting testimonials, case studies, and references.

Process & Systems

• Follow and help refine core account management workflows — account changes, upsells, renewals, health checks, and churn prevention.
• Track all activity in Close, Intercom, and relevant internal Slack channels (Account Changes, Cancellations, VIPs, etc.).
• Contribute to playbooks, templates, and reporting that improve how the AM function operates.

Cross-Functional Collaboration

• Partner with Product, Onboarding, and Support to create clean handoffs and consistent communication loops.
• Surface customer feedback and product insights to internal stakeholders to influence the roadmap.

Skills & Abilities

• Deep empathy for customers — you think like them, speak their language, and fight for their success.
• Excellent communicator — written, verbal, and on video.
• Organized and detail-oriented — you love repeatable processes and follow them.
• Confident collaborator — you don't wait for permission to make something better.
• Energized by fast-paced environments and early-stage building.
• Travel 25–50% to meet with customers at their facilities and at industry conferences.

Metrics & KPIs

• 100% of quota attainment on upsell and renewal ARR
• Logo retention rate on named accounts
• Migrate legacy pricing customers to current tiered plans with less than 5% churn
• Customer health score improvement for strategic accounts
• Quarterly Business Reviews completed with strategic accounts
• Testimonials and case studies generated per quarter
• Touchpoints per account and feature adoption rate