Customer Success Account Manager (CloudLabs)

This is a remote position.

Shift : Overlap with US business hours
Location: Currently remote, may transition to onsite in future
About the Role
Spektra Systems is looking for an Customer Success Account Manager (Customer Success & Growth) to own and grow a portfolio of CloudLabs customers. This is a revenue role: you carry a renewal and expansion target, and you are accountable for the long-term growth of your accounts. CloudLabs is a consumption- and subscription-based hands-on lab platform used by training providers, ISVs, system integrators, and enterprises worldwide - success in this role is measured by how much more value your customers draw from the platform over time.
Primary Responsibilities
- Own onboarding for new customers — kickoff through first value, so customers see results fast.

- Drive product adoption across all user roles within your accounts, and track adoption rate as a core account metric.

- Monitor customer health and proactively flag and manage at-risk accounts before they become churn.

- Own renewals for your book — forecast accurately and get ahead of renewal risk rather than reacting to it.

- Carry a retention and growth target, including Net Revenue Retention (NRR) and reduction of churn across your accounts.

- Identify and close expansion opportunities — upsell and cross-sell within existing accounts, contributing to new/net-new revenue.

- Run regular business reviews (monthly/quarterly) with your accounts — reviewing usage and adoption, surfacing expansion opportunities, and securing renewals ahead of time.

- Own and run Voice of Customer (VoC) programs — systematically capturing

- customer feedback and feeding it back into product and go-to-market decisions.

- Maintain accurate account plans and forecasts in the CRM for your top accounts.

- Act as your customers' trusted advisor on how to get the most from CloudLabs for their training and enablement goals.

Requirements

What We're Looking For
- Experience in account management, customer success, or post-sale revenue roles in a SaaS environment — subscription or consumption-based commercial models strongly preferred.

- A track record you can point to on retention, NRR/ARR growth, or churn reduction for a book of accounts.

- Comfort owning a number — this is a revenue-accountable role, not a pure support function.

- Experience owning or running Voice of Customer (VoC) programs.

- Strong relationship-management skills across both technical and business stakeholders.

- CRM and sales-intelligence tool discipline — HubSpot, Apollo.ai, and ZoomInfo experience is a plus.

- Excellent written and verbal communication; comfortable running structured business reviews with customers.

Nice to have:
- Experience in a SaaS or subscription/consumption-based business, ideally supporting a technical or platform product.

- Familiarity with Microsoft Azure, hands-on lab/virtual training platforms, or LMS systems.

- Experience with a platform similar to CloudLabs — technical, hands-on, training oriented SaaS products.

Originally posted on Himalayas