Account Manager - SMB

Own and manage a high-volume support queue, triaging incoming customer cases with speed and accuracy — this role requires comfort with volume, process discipline, and consistent follow-through across a large book of business

Respond to customer inquiries and issues through the queue, providing timely, professional, and empathetic resolutions while maintaining high customer satisfaction standards

Handle escalations quickly and calmly — assess urgency, loop in the right internal stakeholders, communicate proactively with the customer, and see issues through to resolution

Follow established processes and playbooks for case management, renewal workflows, and migration support — and flag gaps or inefficiencies when you spot them

Identify patterns across cases and proactively surface recurring customer pain points, friction points, or product feedback to your manager and cross-functional teams

Support customers through the TeamSnap ONE migration by managing queue-based touchpoints, answering platform questions, and escalating blockers to the appropriate teams

You’ll serve as the "Voice of the Customer" internally, escalating product feedback that will address the needs of our customers to ensure proper product prioritization.

Motivated - You get excited about exceeding business sales goals

Strong Business Acumen - You understand our customers' goals and operations and how TeamSnap can add value to their organizations

Resourceful - You're not afraid to take initiative but also ask for guidance when needed

Customer Focused - You have compassion and care for the customer experience

Process-Oriented - You follow documented workflows consistently, manage your queue with discipline, and look for ways to improve the process over time

Collaborative - You believe in "we" before "I" and love to celebrate wins together

Experience: Minimum 0-3 years in Customer Success, Account Management, or Support, preferably in a SaaS environment

Proven track record of managing a high-volume book of business or support queue with consistent results

Ability to travel occasionally, including but not limited to our annual company meeting, periodic sales team meetings throughout the year, potential trade shows, and potential client visits.

Sports industry experience (preferred)