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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 ManagementWHAT 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 sequencesOwn the full post-onboarding customer lifecycle for a high-volume book of business: adoption, health monitoring, retention, and expansion signal identificationServe as the primary point of contact for tech touch accounts, delivering value at scale through automation and self-service rather than manual high-touch interventionBuild and maintain CRM workflows and CS tooling to reduce SLA times and improve operational efficiencyProactively identify at-risk accounts and deploy targeted intervention strategies before churn occursOptimize escalation paths so routine issues stay self-service and only complex problems reach specialist teamsTrack and report on core metrics: NRR, churn rate, renewal rate, engagement score, and automation performancePartner cross-functionally with Sales, Product, and Marketing on account segmentation, messaging, and growth opportunitiesContinuously 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 productsFluent English; clear written and verbal communicationDemonstrated experience managing a high-volume book of business without relying on 1:1 high-touch engagementStrong analytical skills — you can build dashboards, interpret data, and translate it into actionProven ability to create SOPs, playbooks, and process documentation from the ground upExperience with A/B testing for renewal emails, adoption workflows, or automated outreach sequencesHigh technical aptitude with CRM tools; Salesforce experience is a strong plusExcellent written and verbal communication — you set clear expectations and build trust at scaleCustomer-first mindset with genuine curiosity about customer goals and outcomesSystems thinker who translates big-picture strategy into repeatable, documented processComfortable asking hard questions, navigating organizational complexity on the customer side, and influencing stakeholders without direct authority.WORKING AT LOADSMART:Competitive base salaries - we believe in rewarding top talentExtremely competitive Equity package - become a shareholder in our company!Loadie Time Off - PTO and sick days without a limitAt Loadsmart, we believe our biggest asset is our people. We are proud to be an equal opportunity employer, hiring and developing individuals from diverse backgrounds and experiences to add to our collaborative culture. Loadsmart treats all candidates and employees with respect and does not discriminate in our recruiting, hiring, and promoting processes, including on the basis of race, color, religion, sex, age, sexual orientation, gender identity and/or expression, national origin, veteran status, or disability.It is the policy of Loadsmart that all offers of employment made shall be contingent upon successful completion of electronic background check(s). These checks will be job-related, consistent with business necessity and conducted by our vendor, pursuant to all applicable laws, rules, policies and procedures of our candidates' specific locale.
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