[Hiring] Enterprise Account Manager @Mac Mountain LightCraft

Role Description

We're looking for a customer-focused Enterprise Account Manager to own the post-sale relationship with our highest-value accounts. This role is the primary point of contact for enterprise clients after the deal closes, ensuring white-glove service, retention, and account health — freeing up our sales team to stay focused on new business development.

Beyond day-to-day relationship management, this role owns the operational backbone of the enterprise book of business:

• Accuracy of our contract and contact records
• Discipline of our renewal and retention motions
• Mechanics of disconnects and collections
• Channel partner programs that support enterprise growth

This position is critical to keeping our enterprise customers happy and our sales team productive. As Mac Mountain's portfolio of fiber broadband brands and markets expands, this role is expected to grow into a cornerstone of our customer operations organization.

Qualifications

• Experience in B2B account management, customer success, or a similar post-sale role
• Comfort with contracts and commercial documents — reading them closely, tracking terms and dates, and knowing when to bring in legal
• Strong organizational and administrative skills
• A service-first mentality with the ability to manage multiple enterprise relationships simultaneously
• Excellent written and verbal communication skills
• Working proficiency with CRM and billing/OSS platforms
• Ability to work cross-functionally with sales, marketing, finance, and operations teams
• Self-direction in a role where processes are still being built

Requirements

• Serve as the primary post-sale point of contact for enterprise accounts following handoff from sales
• Lead introductions, onboarding meetings, and ongoing business reviews for VIP and highest-MRR accounts
• Provide a white-glove standard of service to top-tier accounts
• Maintain local and regional relationships in the markets we serve
• Handle enterprise support escalations end to end
• Own the enterprise service agreement audit
• Lead legacy contractual cleanup in coordination with the sales and legal teams
• Maintain accurate enterprise contact records across B/OSS and CRM systems
• Run the enterprise renewal calendar on a quarterly cadence
• Build and operate the enterprise retention process
• Manage the disconnect and collections process for enterprise accounts
• Administer cancellations and early termination fees
• Manage pricing changes and rate adjustments for enterprise accounts
• Identify upsell and expansion opportunities within the existing base
• Document and continuously improve enterprise account management workflows
• Report on account health, renewal pipeline, churn, and enterprise MRR to leadership
• Scale enterprise account support across Mac Mountain's portfolio of fiber broadband brands

Benefits

• Base Salary: $60,000–$75,000 depending on qualifications and experience
• Benefits package including health insurance, paid time off, and retirement plan options (as applicable)
• Flexible remote work arrangement

Working Conditions

• While performing the duties of this job, the employee is regularly required to sit for long periods of time
• From time to time, completing required job functions may require travel

Reporting Relationship

This position reports directly to Customer Operations or designated Leadership at LightCraft and works closely with network engineering, operations, billing, and sales teams across all managed networks.