Mimeo

Account Manager, Retention Focus

Mimeo

full-time

Posted on:

Location Type: Hybrid

Location: New York City • New York • United States

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About the role

  • Serve as the primary point of contact for a territory of core accounts, building and nurturing deep operational relationships.
  • Proactively monitor purchasing patterns, usage frequency, and customer health data to identify and address any risks to continued purchasing volume.
  • Ensure high customer satisfaction and address service issues efficiently by coordinating internal resources (Service, Operations, Solutions, Quality, Finance, etc.).
  • Develop and execute formalized Success Plans focused on driving continued and expanded adoption of Mimeo's core services within existing customer teams.
  • Conduct regular business reviews focused on demonstrating consistent service reliability and addressing any operational challenges.
  • Manage all customer communication related to contract compliance and high-level service delivery expectations.
  • Identify and qualify incremental opportunities for expansion within existing departments or to penetrate into new teams and departments that are not currently utilizing Mimeo’s services.
  • Focus on cross-selling complementary Mimeo services and products to current users.
  • Clearly document new product/service needs and customer feedback to pass high-value, strategic expansion leads to the Sales team.
  • Maintain a basic pipeline of qualified internal departmental leads and track all light penetration and expansion efforts in the CRM.
  • Maintain records of customer interactions and health status within the CRM.
  • Act as the internal Voice of the Customer for the retention segment, aggregating and communicating feedback to Product and Operations teams to drive improvements.
  • Drive customer advocacy by identifying satisfied clients for reference calls, testimonials, and case studies.

Requirements

  • Minimum of 3+ years of experience in Customer Success, Account Management, or a retention-focused role, preferably managing a high-volume portfolio (50-100+ accounts).
  • Proven expertise in managing relationships and mitigating churn risk.
  • Exceptional organizational skills and ability to manage multiple priorities and deadlines simultaneously.
  • Proficiency in utilizing a CRM (Salesforce) for data-driven account management.
  • Strong communication, diplomacy, and conflict resolution skills to maintain customer satisfaction during challenging periods.
  • Bachelor’s degree preferred.
Benefits
  • Excellent medical, dental, and vision coverage for you and your family
  • Competitive salary
  • Generous PTO Policy
  • Internal career advancement opportunities
  • 401K is offered after 1 year of service
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementcontract complianceservice deliverydata-driven account managementrelationship managementchurn risk mitigationcross-sellingbusiness reviewssuccess plans
Soft Skills
organizational skillscommunication skillsdiplomacyconflict resolutioncustomer advocacyrelationship buildingproblem-solvingtime managementcustomer satisfaction focusfeedback aggregation