Customer Account Manager - SMB at HackerRank in Santa Clara, CA

About the role

We are seeking a Customer Account Manager who is committed to delivering a strong customer experience and supporting customers throughout their lifecycle with HackerRank. This role is designed for an early-career account manager who is eager to build foundational skills in customer renewals, relationship management, and account operations.

In this role, you will manage a portfolio of SMB customers, ensuring consistent adoption, smooth renewals, and a positive overall experience. You will collaborate closely with teammates and follow established playbooks to support retention and identify straightforward expansion opportunities, with guidance from senior team members.

What you will do 

• Manage a portfolio of SMB customers, executing defined adoption and renewal motions to drive retention and customer satisfaction.
• Conduct regular customer check-ins to ensure customers are realizing value and address questions or issues proactively.
• Support renewal conversations and standard contract processes, escalating complex scenarios as needed.
• Act as a strategic advisor by leading customer and internal teams, removing roadblocks, and accelerating adoption.
• Identify basic expansion or usage opportunities and partner with senior team members when appropriate.
• Maintain accurate customer data, renewal tracking, and activity logging in CRM tools.
• Collaborate with Sales, Product, and Support to ensure a smooth and consistent customer experience.

Who you are

• You bring 1–3 years of experience in a customer-facing role within a SaaS or technology environment, such as account management, sales development representative, customer success, or sales support.
• You are organized, resilient, and comfortable managing multiple priorities in a fast-paced environment.
• You are customer-focused and curious, motivated by understanding customer needs and ensuring a positive, reliable experience.
• Strong written and verbal communication skills, with the ability to explain concepts clearly.

Even better if you have

• Familiarity with HR Tech, recruiting tools, or developer-focused products.
• Comfort engaging with day-to-day customer contacts in HR, Talent, or Engineering teams.
• A collaborative mindset. You work seamlessly across teams, bringing together Support, Product, and Sales to ensure customer needs are met.

You will thrive in this role if

• Are a Captain - you enjoy owning the customer relationship and championing their success.
• Are skilled at engaging HR/Talent & Technical decision-makers, helping them navigate hiring and workforce planning goals.
• Believe in long-term partnerships and being the trusted advisor for your customers.

Compensation

• This sales role is eligible for incentive-based pay, with an annual total potential earnings range of $100,000 to $125,000, including base salary and incentive-based compensation (based on quota attainment).
• This range doesn't include stock options or benefits. Salary may be adjusted based on business needs.
• Final offer may vary based on skills, experience, location, and other compensation components.