Note: The job is a remote job and is open to candidates in USA. Caselle, Inc. is a company that builds software to help communities thrive, focusing on ERP and payments solutions for local governments. The Account Manager will be responsible for managing relationships with approximately 200 customers, ensuring retention and driving revenue growth through upselling and proactive engagement.
Responsibilities
- Own your book. Serve as the primary point of contact for approximately 200 accounts across the full relationship
- Touch every account, every quarter. Reach every customer in your book each quarter, rotating to a new contact, so customers hear from you before they need to call
- Lead QBRs. Conduct quarterly business reviews with your top-tier accounts - Tier 1 quarterly, Tier 2 semi-annual
- Grow the book. Drive upsell and cross-sell across the Caselle and Govineer product line - cloud hosting, online payments (Community Connect), modular add-ons, and services - to hit an expansion quota
- Deliver price increases. Carry discount reductions and rate increases to customers with clear, customer-ready justification
- Protect the base. Identify at-risk accounts early using the book health score and lead the save well before a renewal is in question
- Partner across the org chart. Work with city clerks, treasurers, finance directors, and city managers to align on their evolving needs and priorities
- Negotiate and close. Own contracts and agreements that maximize recurring revenue
- Advocate and escalate. Triage customer issues, escalate cleanly to support, and follow through to resolution
- Show up in person. Attend regional conferences and user forums, and complete approximately six onsite customer visits per year
- Keep the system clean. Maintain accurate account records, contact lists, activity, and pipeline in HubSpot
Skills
- Three or more years in account management, customer success, or expansion sales - ideally B2B SaaS or vertical software
- A track record of carrying and hitting a revenue or retention number
- Comfort having direct commercial conversations, including price increases, without damaging the relationship
- Strong organization across a large book, with genuine CRM discipline
- Customer empathy - you treat retention as a relationship, not a renewal date
- Proactive and self-directed, with a track record of working effectively remotely
- Strong communication skills, and the judgment to tailor your approach across very different municipal roles
- Five or more years in govtech, public sector, ERP, or payments
- Working knowledge of how local government actually operates - budget cycles, councils, procurement, and the pressures your customers are under
- Genuine interest in supporting small-town America and helping communities modernize
Benefits
- Base salary plus quarterly variable compensation, uncapped on expansion
- Flexible remote work, with a hybrid option for Utah-based team members
- Medical, dental, and vision coverage
- 401(k) with 4% company match after six months
- Travel to regional events, conferences, and customer sites
- Meaningful work that supports local governments and the residents they serve
Company Overview