Account Manager

US-based remote

About Abstract

Abstract is a design workflow platform for teams to version, manage, and collaborate on Sketch files. Since launching in July 2017, over 5,000 design teams across 75 countries have adopted Abstract, including teams from Microsoft, Cisco, Intuit, Salesforce, Instacart, OpenTable, and more. 

At Abstract, we are actively working to build a diverse and inclusive organization. Here, diversity includes age, economic class, educational background, ethnic variance, familial status, gender, gender expression, gender identity, marital status, national origin, religious affiliation, sex, sexual orientation, transgender status, or veteran status.

Abstract is headquartered in San Francisco but many of our teams and roles are remote-first (US-based only at this time). If you have a passion for rolling up your sleeves, building new programs, and have a strong, team-player mentality, we’d love to hear from you! 

We are seeking a self-motivated, customer experience focused account manager to play an important role in building and maintaining relationships with Abstract’s top enterprise customers.  The Account Manager will be helping those customers succeed in their business objectives through proper adoption and use of Abstract.  As an Account Manager, you will act as the primary point of contact for your accounts and work closely with Sales, Support, Product, Design, and Marketing to ensure top-notch customer experience is delivered.
 
What you’ll do:
    • Be the primary point of contact for Enterprise accounts and help increase their overall lifetime value including adoption, engagement, renewal, and expansion.
    • Work directly with Account Executives & Design Advocates to manage all aspects of high-touch onboarding and ongoing adoption for key accounts.
    • As a product expert, you will work closely with Account Management and other teams to create and leverage tutorials, methodologies, and best practices to achieve successful implementation and adoption by customers.
    • Proactively identify workflow issues, performance issues, and other blockers and work with support, product and engineering  to address those problems.
    • Partner closely with Account Executives, Support, Product, Design, and Marketing to ensure our highest-value customers are getting a coordinated, coherent experience.
    • Establish a regular cadence of performance reporting (weekly, monthly, quarterly) for your territory and key customer groups to signal satisfaction, churn risk, expansion opportunities, and other KPIs.
    • Contribute to creating educational content, case studies, and marketing materials that aid onboarding, adoption, and continuous usage of Abstract.
What you’ll bring:
    • You are able to navigate complex enterprise organizations with multiple stakeholders over the lifetime of the customer relationship, all the while being the product expert who is technically competent with strong analytic capabilities
    • You have experience as a member of an Account Management or Customer Success team at a growing SaaS startup 
    • You have carried a sales quota for expansion and/or renewal revenue
    • You are willing to travel on-site to visit customers when needed (about 5-20% travel)
    • You have experience managing 50+ accounts 
    • You are an excellent problem solver with the ability to work cross-functionally to deliver results
    • You can work both independently and collaboratively, think creatively and take on new challenges
    • You have experience with design-related tools ( i.e. Sketch, Adobe, InVision )
    • You are comfortable working within a remote team environment

Benefits

At Abstract, we offer resources that emphasize personal and familial wellbeing. We provide 99% healthcare coverage, including dental, vision, and life insurance. We offer 10 weeks parental leave, unlimited paid-time off, and flexible working arrangements. Additional perks include dependent care and health care FSA as well as commuter benefits for SF office employees.
 
To help employees plan for the future, we're able to offer competitive pay and a 401k.
 
We are a distributed team and we are able to offer US-based remote employment for most roles. We offer travel opportunities for company meetings, team meet-ups, and the occasional conference.

Notes

Though we're a distributed team, we're currently only able to hire US-based candidates.
 
As part of our security protocols, offers are contingent on successful completion of a background check.