Growth Account Manager (SaaS), Remote Job
About 800.com 800.com is the #1 Highest Rated and #1 Easiest to Use Inbound Call Tracking platform on G2. Our Call Forwarding and Call Tracking products are trusted by 21,000+ businesses, and we're launching AI-powered voice agents, appointment booking, and advanced call intelligence features that represent massive upsell opportunities across our existing customer base. About the Role This is a customer growth role, not cold outbound. You'll work our existing base of 21,000+ subscribers to identify, contact, and upgrade customers to higher-value plans — then help configure and optimize their accounts to maximize results and lifetime value. You'll be armed with a prioritized account list powered by usage analytics and business intelligence. Your job is to work that list efficiently — 10 accounts per day, consultative conversations, fast upgrades, and clean handoffs when configuration support is needed. This is a sales + light success hybrid. You'll handle the upsell conversation, demo new features, upgrade the account, and do initial configuration of new services (call tracking, AI Agents, routing rules). For deeper technical setup, you'll hand off to our support team — but you own the customer relationship through the upgrade. You'll report to the Marketing Manager who will support you with HubSpot automation, appointment scheduling, and campaign infrastructure. Key Responsibilities • Account Analysis & Prioritization • Work from a prioritized account list scored by upsell potential (usage patterns, plan type, business vertical, feature adoption gaps). • Identify customers who are underutilizing the platform — single-number users who could expand, call forwarding-only customers who would benefit from call tracking, businesses that would see ROI from AI Agents, Call Tracking, and other additional features. • Research each account before outreach to personalize the pitch and quantify the value of upgrading. • Outbound to Existing Customers • Contact 10+ prioritized accounts per day via phone, email, and in-app messaging. • Lead consultative conversations: understand their current setup, identify gaps, and present tailored upgrade recommendations. • Demo new features (AI voice agents, call tracking, appointment booking, enhanced caller identification, 800 intelligence) in the context of their specific business needs. • Leverage HubSpot automation and sequences set up by Marketing to schedule and manage touchpoints. • Upsell Execution & Account Configuration • Upgrade customers to higher-tier plans • Handle initial configuration of additional services: call flows, AI agent setup, tracking number provisioning, routing rules. • For complex configurations, coordinate handoff to support team while maintaining ownership of the customer relationship. • Ensure the customer sees value within the first 7 days post-upgrade — fast time-to-value is critical for retention. • Optimization & LTV Maximization • Monitor upgraded accounts for the first 30 days to ensure adoption and satisfaction. • Identify additional expansion opportunities during the optimization phase. • Document common objections, successful talk tracks, and vertical-specific insights to improve the playbook over time. • Feed product feedback to the team — what features are customers asking for, what's blocking upgrades, what would make the upsell easier. • Reporting & Collaboration • Track all activity and pipeline in CRM (HubSpot). • Report weekly on: accounts contacted, upgrades completed, MRR added, pipeline, and blockers. • Partner with Marketing on campaign messaging, email sequences, and customer segmentation. • Coordinate with support team on account configurations and complex setups. Qualifications • 2+ years of account management, customer success, or inside sales experience in B2B SaaS. You've expanded existing accounts before. • Comfortable with consultative selling — you listen first, then recommend. • Technical enough to configure SaaS products and walk customers through setup (you don't need to code, but you need to be comfortable in an admin panel). • Strong phone and email communication — warm, professional, efficient. • Experience with CRM tools (HubSpot preferred). • Organized and disciplined — you'll be working a high-volume account list and need to stay on top of follow-ups. • Self-motivated — you'll have support and infrastructure, but you need to own your number. Performance Goals • 30-Day Milestone: Complete onboarding, learn all product tiers and features, shadow support team on configurations, and begin working prioritized account list. Target: 10 upgrade conversations completed. • 90-Day Milestone: Hitting daily cadence of 3 accounts/day. Target: $10,000 in cumulative MRR added. You're now earning meaningful commission on top of base. • 180-Day Milestone: $25,000 in cumulative MRR added. You've developed repeatable talk tracks by vertical and are feeding insights back to the team. • 12-Month Target: $40,000+ in cumulative MRR added