Account Manager (Tech Touch/ High Volume)
LoadsmartDigital Freight company
São Paulo, BrazilMid
BlackRock
SoftBank Latin America Fund
TFI International
Maersk Growth
CSX Corporation
Janus Henderson Investors
Sales & Account Management
About the role
TL;DR
Manage a high-volume SaaS account portfolio using tech-touch strategies for adoption, renewals, and expansion.
- •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.
- •Key Responsibilities Design and launch Loadsmart's Tech Touch Account Management program.
- •Own the full post-onboarding customer lifecycle for a high-volume book of business.
- •Serve as the primary point of contact for tech touch accounts, delivering value at scale through automation and self-service.
- •Build and maintain CRM workflows and CS tooling to reduce SLA times and improve operational efficiency.
- •Track and report on core metrics: NRR, churn rate, renewal rate, engagement score, and automation performance.
- •Requirements 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.
Required skills
Account ManagementCustomer SuccessCRMSalesforce
Nice-to-have skills
A/B TestingProduct Management
Domain expertise
logistics
Tech stack
SalesforceCRM