[Hiring] Senior Account Services Manager @CustomerGauge

Role Description

We are looking for an experienced, customer-focused Senior Account Services Professional based in Massachusetts to join our team. This role is ideal for someone with 5-7+ years of experience in implementation, professional services, technical account management, or SaaS consulting who thrives on helping enterprise customers achieve measurable business outcomes.

The ideal candidate is a strategic advisor who enjoys:

• Educating customers
• Leading complex implementations
• Solving technical and business challenges
• Managing multiple high-impact projects simultaneously

In this role, you'll partner with enterprise customers to:

• Design, configure, deploy, and optimize CustomerGauge solutions
• Serve as a trusted advisor throughout implementation
• Drive adoption and ensure customers achieve key business milestones

Qualifications

• 5-7+ years of experience in Customer Success, Professional Services, SaaS Implementation, Technical Account Management, Consulting, or related customer-facing roles
• Proven experience leading complex enterprise software implementations with multiple stakeholders
• Strong project management skills with the ability to balance competing priorities across several accounts
• Excellent executive communication and presentation skills
• Analytical mindset with the ability to translate business requirements into scalable technical solutions
• Experience working with CRM platforms, customer data, integrations, APIs, SSO, or related technologies is highly desirable
• Passionate about customer success, continuous improvement, and delivering measurable business value
• Comfortable navigating ambiguity and thriving in a fast-paced, evolving SaaS environment
• Collaborative team player who enjoys mentoring others
• Commercially minded with a strong understanding of customer outcomes and business impact
• Experience working with enterprise B2B customers is preferred
• English required; Spanish strongly preferred. Portuguese is a plus
• Located in the United States and able to work US East Coast business hours
• Occasional travel for customer meetings and company events

Requirements

• Lead complex enterprise implementations from discovery through launch
• Partner with executive sponsors and key stakeholders to understand business objectives
• Recommend, configure, validate, and optimize platform settings
• Guide customers in interpreting dashboards, KPIs, and account health metrics
• Advise customers on CRM integrations, SSO, APIs, automation, and other technical workflows
• Support customers in designing, testing, and launching branded survey campaigns
• Drive adoption by educating customers on change management and governance
• Own multiple concurrent enterprise implementations and strategic rollout projects
• Develop detailed implementation plans, project timelines, success criteria, and risk mitigation strategies
• Facilitate regular executive and project status meetings
• Anticipate project risks and proactively resolve issues
• Act as the voice of the customer by partnering closely with Strategic Account Management and Product
• Deliver engaging customer training sessions and enablement programs
• Mentor customers on implementation best practices and long-term CX program maturity
• Contribute to scalable customer education by developing implementation guides, playbooks, FAQs, and enablement content
• Continuously identify opportunities to improve internal processes and customer onboarding experiences

Benefits

• Competitive salary
• Health Insurance (Medical, Dental & Vision) 70% contribution for employees
• Participation in the SAR Plan
• Unlimited PTO (manager approval required)
• MacBook provided
• Occasional travel to customers and global offices
• Full-time remote position

Company Description

CustomerGauge is the leading Account Experience software provider and has been recognized by Gartner as the #1 B2B Voice of the Customer platform. Our Account Services team partners with some of the world's most recognized brands - including Heineken, Coca-Cola, and many more - to implement enterprise CX programs that transform customer relationships.

We're a global, multicultural organization that values collaboration, innovation, and continuous learning.