[Remote] Account Manager

Note: The job is a remote job and is open to candidates in USA. Anatta, a Shopify Platinum Partner, is seeking a strategic Customer Success Account Manager to join their remote team. This role involves managing client relationships, driving account growth, and ensuring operational excellence to deliver measurable value and long-term trust.

Responsibilities

• Serve as the primary point of contact for a portfolio of mid-market and enterprise accounts, owning the full client relationship from kickoff through renewal and growth
• Build deep trust with client stakeholders at every level — from day-to-day contacts to C-suite — through consistent communication, proactive outreach, and genuine understanding of their business
• Lead regular check-ins, Quarterly Business Reviews (QBRs), and executive steering committee calls that reinforce value delivered and set the agenda for future engagement
• Act as the voice of the client inside the agency — translating their goals, concerns, and priorities to internal delivery, strategy, and leadership teams
• Drive account growth by identifying upsell and cross-sell opportunities organically — turning strong delivery into expanded scope, new workstreams, and long-term retainers
• Manage account P&L and financial forecasting, maintaining clear visibility into revenue, margin, and growth targets across your portfolio
• Partner with sales leadership on strategic account planning, renewals, and expansion pitches — bringing the client context that makes proposals land
• Present new service opportunities and strategic recommendations to clients in a way that connects directly to their goals and business outcomes
• Maintain close visibility into project health across all active engagements — tracking risks, timelines, budgets, and quality before issues escalate
• Partner with internal delivery teams to resource accounts appropriately, surface blockers early, and ensure smooth execution from kickoff through launch
• Identify and proactively solve scope creep, stakeholder misalignment, and delivery risk — bringing solutions, not just problems
• Ensure all progress, decisions, and deliverables are consistently documented and visible to all relevant stakeholders. Nothing lives only in Slack or meetings
• Introduce process improvements — planning cadences, demo rhythms, documentation standards — to increase delivery velocity and client confidence
• Develop a thorough understanding of each client's business model, competitive landscape, and strategic goals — and use that knowledge to guide decisions that improve outcomes
• Translate between technical and business contexts: communicate engineering constraints clearly to clients and ensure internal teams understand business priorities and tradeoffs
• Facilitate Growth Councils and strategic recommendation sessions that tie agency capabilities to specific client objectives
• Leave every client stronger than you found them — ensure knowledge transfer, documentation, and process improvements that enable their long-term success

Skills

• 5–8+ years of experience in Account Management, Customer Success, Client Services, or related roles, with a strong track record of retaining and growing enterprise or mid-market accounts
• Demonstrated experience managing client relationships with annual value of $1M+ — you know how to turn strong delivery into expanded engagement
• Prior experience in an agency, consulting, or professional services environment, with direct exposure to digital, technology, data, or cloud service delivery
• Proven commercial instinct: experience managing P&L, forecasting, and driving account expansion through upsell and cross-sell
• Strong operational mindset: ability to manage multiple concurrent engagements, surface risks early, and introduce structure where none exists
• Experience leading QBRs, executive presentations, and strategic client conversations with confidence and authority
• Excellent written and verbal communication skills — able to engage both technical practitioners and executive stakeholders with equal fluency
• Comfortable working independently in a remote environment while maintaining high accountability and responsiveness
• Experience in ecommerce, data/AI services, cloud platforms, or digital transformation consulting
• Familiarity with project management and CRM tools such as Jira, HubSpot, Salesforce, or similar
• Experience coaching or guiding delivery teams to operate with a client-first, consultative mindset
• Comfort with on-site or embedded client engagement at key relationship moments

Benefits

• Remote first organization
• Full medical, dental, vision, disability, and company paid life insurance
• Employer 401(k) contributions
• Employee assistance program
• Start accrual with 20 days of PTO annually + holidays
• Annual winter break: We close the week between Christmas and New Year's so everyone can truly disconnect and recharge
• Paid parental leave
• Company events, happy hours, and