Account Manager

*This role is remote and open to candidates in the following locations:

• New Zealand
• New York, USA
• Indiana, USA
• Michigan, USA

Who We Are:

Customer experience is the key to growth, but other customer experience management platforms ignore that customer-facing teams often hold that key. They’re the people who can take feedback from customers and take immediate action to create change.

At AskNicely, we believe great experiences start with clarity and recognition. That’s why we built a platform focused on uncovering powerful insights, taking action, and motivating teams to deliver their best.

Trusted by over 1,000 service businesses and backed by top investors, AskNicely is on a mission to grow people-powered businesses everywhere.

AskNicely is an AI-powered customer experience platform built for multi-location service businesses.  It captures real-time customer sentiment and proactively turns that into actions that grow reputation and attracts and retains customers.

What differentiates AskNicely?

• Real-time, actionable insights through AI
• • Instantly analyzes customer sentiment (surveys, reviews and more) to provide actionable insights to all levels of the organization.
  • Identify issues and fix them immediately. Instantaneously reward positive behavior.
• Built for multi-location, service businesses, not data analysts
• • Real-time, actionable insights for everyone:  from the head office to the branch to the individual customer-facing employees.
  • Manage customer feedback and reviews to reduce churn, improve reviews and grow referrals.
• Designed to deliver growth through exceptional customer experiences
• • Insights and action from AI. An unparalleled customer success team to help you drive culture change.
  • More than spreadsheets and reports - actions to improve customer experience and drive culture change at the point of service delivery.

Benefits

• Free optional health insurance through Southern Cross
• Accrue up to 4 weeks annual leave  - plus an 5 extra "Nice Days" per year
• Flexible, remote work environment 
• 8 Weeks Paid Parental Leave
• Yearly Learning and Development reimbursement stipend

Cultural Pillars

If, like us, you put a lot of value in culture, lifestyle and opportunity as well as benefits, you'll like what's on offer here (watch this).

Lot’s of people ask about the culture at AskNicely. There are three non-negotiables to what we call “living in the purple”:

• Be NICE: We believe a great business can be built by nice people that are nice to each other.
• Play to WIN: Bring your "A" game. We have high standards but favor speed over perfection.
• Love your FEEDBACK: Get feedback to improve your game and give feedback generously to help others improve theirs.

What You'll Do

AskNicely is looking for a strategic, highly driven Account Manager to join our revenue team. In this role, you will be the commercial owner of a significant book of business, responsible for driving retention, mitigating churn, and identifying massive expansion opportunities.

You will inherit a book of 150 to 200 accounts, representing between $2M and $3M in Annual Recurring Revenue (ARR). Your primary mission is to aggressively protect and grow this revenue, with the ultimate goal of growing your book by over 100% NRR for the year.

To be successful, you must possess strong commercial acumen, the ability to hold customers accountable to their agreements, and a strategic mindset to forecast the health of your portfolio. You will not do this alone—you will work hand-in-hand with our Customer Success organization, who will drive daily product utilization while you manage the commercial relationship to keep the business thriving and expanding.

• Commercial Ownership: Manage a portfolio of 150-200 existing AskNicely accounts ($2M - $3M ARR), owning the entire commercial lifecycle including renewals, cross-sells, and up-sells.
• Strategic Portfolio Management: Continuously analyze your book of business to accurately forecast where churn is likely to happen and where expansion opportunities exist. Develop and execute proactive plans to mitigate risk and capture growth.
• Contractual Accountability: Confidently navigate commercial conversations, negotiations, and renewals. You will be responsible for holding customers accountable to their signed contracts, commitments, and the standard terms and conditions under which AskNicely operates.
• Cross-Functional Collaboration: Partner closely with the Customer Success (CS) team. While the CSMs are primarily responsible for driving product utilization and adoption, you and the CSM will work hand-in-hand in a "divide and conquer" approach to ensure overall account health, retention, and growth.

Who You Are

• Proven Track Record: 3+ years of experience in Account Management, Customer Success (with a commercial quota), or an equivalent quota-carrying role managing a B2B SaaS book of business.
• Commercial Sharpness: Demonstrated experience handling complex contract negotiations, driving renewals, and holding clients accountable to mutual agreements and T&Cs.
• Strategic Thinker: You don't just react to customer requests; you look at your portfolio strategically. You can easily point to past examples of how you mapped out a book of business, identified churn risks, and executed an expansion plan.
• Team Player: Strong ability to work cross-functionally. You know how to build a strong internal partnership with Customer Success teams to divide responsibilities, align on account strategies, and deliver a seamless customer experience.
• Results-Driven: You are highly motivated by metrics, revenue targets, and maximizing NRR.

Studies have shown that, while men will typically apply to a role when they have 60% of listed qualifications, women and marginalized communities tend to only apply when they meet 100% of the listed qualifications. Upholding marginalized communities is central to our core at AskNicely, so we encourage you to apply, even if you don't meet 100% of listed criteria.