Account Manager

Account Manager

The Account Manager will manage a portfolio of clients within Globalli’s global payroll and HCM platform. This role is responsible for driving customer retention, expansion, and satisfaction by serving as a trusted advisor to clients and ensuring successful adoption and ongoing value from the platform.

This is an individual contributor role with no direct reports, operating within a structured, playbook-driven account management framework.

Key Responsibilities

• Client Relationship Management

• Own a portfolio of client accounts as the primary point of contact

• Build and maintain strong long-term client relationships to drive retention

• Serve as a trusted advisor on global payroll and HR tech solutions

• Act as the voice of the customer internally across product and operations teams

• Account Growth & Retention

• Identify and execute upsell and cross-sell opportunities

• Drive account retention and manage churn risk proactively

• Develop and execute structured account plans using standardized playbooks

• Support renewal discussions and commercial continuity

• Solution Delivery & Client Success

• Understand client workforce and business needs

• Recommend tailored solutions across payroll and compliance services

• Ensure clients are maximizing value from the Globalli platform

• Support onboarding continuity and product adoption where needed

• Account Performance & Reporting

• Track account health, usage, and satisfaction metrics

• Maintain accurate CRM records (HubSpot or equivalent)

• Conduct regular business reviews with clients

• Provide insights on risks, trends, and expansion opportunities

• Cross-Functional Collaboration

• Partner with Implementation, Product, Support, and Sales teams

• Coordinate resolution of client issues and escalations

• Share client feedback to support product and service improvements

• Client Enablement & Support

• Support client training and platform adoption

• Assist with workflow optimization and best practices

• Resolve issues in coordination with internal teams

Qualifications

• 3–7+ years in Account Management, Customer Success, or Client Services

• Experience in SaaS, HCM, global payroll, HR technology strongly preferred

• Proven track record managing and growing B2B client relationships

• Strong relationship management and client communication skills

• Ability to manage multiple accounts in a fast-paced environment

• Commercial acumen with a focus on retention and expansion

• Strong problem-solving and proactive ownership mindset

• Experience with CRM systems (HubSpot preferred)

• Familiarity with payroll, global employment, or HR tech platforms is a plus

• Comfortable working with account data and reporting metrics

• Multilingual - Portuguese, Spanish and English. Must be fluent in all 3 languages.

• Preferred Qualifications

• Experience in high-growth SaaS or startup environments

• Exposure to global payroll or cross-border employment models

• Multilingual capabilities