Senior Support Account Manager supporting Locala’s adaptive advertising platform and internal DSP. Optimizing DV360 campaigns, resolving ad tech issues, and training trading teams.
About the role
- Account Manager retaining and expanding destination-marketing accounts for CrowdRiff’s visual storytelling platform. Managing customer success, renewals, upsells, support, and regional insights.
Responsibilities
- Manage the full lifecycle of approximately 100 customer accounts, focusing on DMOs across the East Coast or Mountain territories
- Build and maintain relationships with multiple stakeholders in each account
- Identify and execute strategic upsell and cross-sell opportunities across CrowdRiff's Platform, Creators, and Content Planner
- Prospect and qualify new business opportunities with a BDR
- Meet or exceed quarterly and annual retention and revenue growth targets
- Serve as the primary customer contact, resolving questions and escalating support issues
- Monitor customer health and proactively address churn risk before renewal
- Deliver onboarding, training, and value-driven check-ins
- Demonstrate product value through business reviews and success stories
- Maintain CRM records, account plans, and renewal and upsell forecasts
- Prioritize high-value and at-risk accounts
- Track performance metrics and report on key account outcomes
- Share customer and regional feedback with Product, Marketing, and Support
- Participate in beta programs and help customers adopt new features
- Support case studies, references, and testimonials
- Represent CrowdRiff at industry events and networking opportunities as needed
- Stay current on product capabilities and travel and tourism trends
- Participate in internal training and share learnings with peers
Requirements
- 3+ years of experience in account management, or as an Account Executive with demonstrated customer success acumen
- Proven track record of meeting or exceeding retention, upsell, and/or new business targets
- Experience prospecting, selling, and managing a large book of business (~100 accounts)
- Highly organized, with the ability to prioritize across many accounts in a fast-paced environment
- Strong written and verbal communication, relationship-building, and presentation skills
- Comfort handling customer support questions and coordinating resolution with internal teams
- Ability to interpret customer data and use insights to drive engagement and expansion
- Experience working cross-functionally with Product, Marketing, Sales, or Customer Success teams
- Familiarity with the travel, tourism, or DMO industry is an asset
Benefits
- Competitive salary and benefits plan
- Parental leave
- Extended learning and development opportunities through the DevDollars program
- Equity incentives
- Feel-Good Fridays: half-day off every other Friday in summer
- No-meeting Fridays year-round
- Flexible work hours
- Regular team socials and team events
- Up to 8 weeks of vacation
- Up to $3000 towards your next trip
- Travel and work from a country of your choice for 90 days
- Interview process accommodations upon request
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