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Loadsmart

Posted 1 month ago

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Account Manager (Tech Touch/ High volume)

São PauloRemote

AI Summary

Owns Loadsmart’s Tech Touch account management program, driving adoption, renewals, and expansion for a high-volume SaaS book of business via automation, data playbooks, and self-service experiences.

About this role

ARE YOU INTERESTED IN JOINING AN INNOVATIVE LOGISTICS TECHNOLOGY COMPANY?
Loadsmart is a growth-stage technology company valued at over $1 billion (a true Tech Unicorn)!
We are a collection of industry veterans and user-centered engineers using innovative technology to fearlessly reinvent the future of freight by helping shippers, brokers, warehouses and carriers to move more with less.
With headquarters in Chicago and a globally distributed remote team, Loadsmart continues to attract top talent committed to driving meaningful change. We seek professionals who embody our core values: curiosity, clarity, results, commitment, and teamwork.

Loadsmart is building its Tech Touch account management program, and this person will own it. You'll manage a large portfolio of SaaS accounts across Opendock, CarrierGuide, and ShipperGuide — driving adoption, renewals, and expansion through smart automation, data-driven playbooks, and well-designed self-service experiences. This is a builder role: you'll create the systems, document the processes, and continuously improve the motion that keeps customers successful at scale.

If you're motivated by owning outcomes, implementing processes that amplify your impact, and prioritizing customer satisfaction, this role is designed for you.

LOCATION: Remote anywhere in Brazil.

TEAM: Sales - Account Management

WHAT YOU GET TO DO:

  • Design and launch Loadsmart's Tech Touch Account Management program — including lifecycle workflows, renewal playbooks, health score triggers, and automated outreach sequences

  • Own the full post-onboarding customer lifecycle for a high-volume book of business: adoption, health monitoring, retention, and expansion signal identification

  • Serve as the primary point of contact for tech touch accounts, delivering value at scale through automation and self-service rather than manual high-touch intervention

  • Build and maintain CRM workflows and CS tooling to reduce SLA times and improve operational efficiency

  • Proactively identify at-risk accounts and deploy targeted intervention strategies before churn occurs

  • Optimize escalation paths so routine issues stay self-service and only complex problems reach specialist teams

  • Track and report on core metrics: NRR, churn rate, renewal rate, engagement score, and automation performance

  • Partner cross-functionally with Sales, Product, and Marketing on account segmentation, messaging, and growth opportunities

  • Continuously iterate on the program based on customer feedback, data signals, and business priorities.

    • REQUIRED QUALIFICATIONS:

  • 3–5 years of experience in account management, customer success, or a scaled/tech-touch CS role for SaaS products

  • Fluent English; clear written and verbal communication

  • Demonstrated experience managing a high-volume book of business without relying on 1:1 high-touch engagement

  • Strong analytical skills — you can build dashboards, interpret data, and translate it into action

  • Proven ability to create SOPs, playbooks, and process documentation from the ground up

  • Experience with A/B testing for renewal emails, adoption workflows, or automated outreach sequences

  • High technical aptitude with CRM tools; Salesforce experience is a strong plus

  • Excellent written and verbal communication — you set clear expectations and build trust at scale

  • Customer-first mindset with genuine curiosity about customer goals and outcomes

  • Systems thinker who translates big-picture strategy into repeatable, documented process

  • Comfortable asking hard questions, navigating organizational complexity on the customer side, and influencing stakeholders without direct authority.

    • Skills

    A/b TestingAutomationCRMCS ToolingDashboardsData AnalysisPlaybooksSaaSSalesforceSOPs

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