Customer Success Account Manager (CloudLabs)

This is a remote position. Shift: Overlap with US business hours Location: Currently remote, may transition to onsite in future About the Role Spektra Systems is looking for an Customer Success Account Manager (Customer Success & Growth) to own and grow a portfolio of CloudLabs customers. This is a revenue role: you carry a renewal and expansion target, and you are accountable for the long-term growth of your accounts. CloudLabs is a consumption- and subscription-based hands-on lab platform used by training providers, ISVs, system integrators, and enterprises worldwide - success in this role is measured by how much more value your customers draw from the platform over time. Primary Responsibilities • Own onboarding for new customers - kickoff through first value, so customers see results fast. • Drive product adoption across all user roles within your accounts, and track adoption rate as a core account metric. • Monitor customer health and proactively flag and manage at-risk accounts before they become churn. • Own renewals for your book - forecast accurately and get ahead of renewal risk rather than reacting to it. • Carry a retention and growth target, including Net Revenue Retention (NRR) and reduction of churn across your accounts. • Identify and close expansion opportunities - upsell and cross-sell within existing accounts, contributing to new/net-new revenue. • Run regular business reviews (monthly/quarterly) with your accounts - reviewing usage and adoption, surfacing expansion opportunities, and securing renewals ahead of time. • Own and run Voice of Customer (VoC) programs - systematically capturing • customer feedback and feeding it back into product and go-to-market decisions. • Maintain accurate account plans and forecasts in the CRM for your top accounts. • Act as your customers' trusted advisor on how to get the most from CloudLabs for their training and enablement goals. Requirements What We're Looking For • Experience in account management, customer success, or post-sale revenue roles in a SaaS environment - subscription or consumption-based commercial models strongly preferred. • A track record you can point to on retention, NRR/ARR growth, or churn reduction for a book of accounts. • Comfort owning a number - this is a revenue-accountable role, not a pure support function. • Experience owning or running Voice of Customer (VoC) programs. • Strong relationship-management skills across both technical and business stakeholders. • CRM and sales-intelligence tool discipline - HubSpot, Apollo.ai, and ZoomInfo experience is a plus. • Excellent written and verbal communication; comfortable running structured business reviews with customers. Nice to have: • Experience in a SaaS or subscription/consumption-based business, ideally supporting a technical or platform product. • Familiarity with Microsoft Azure, hands-on lab/virtual training platforms, or LMS systems. • Experience with a platform similar to CloudLabs - technical, hands-on, training oriented SaaS products. Originally posted on Himalayas