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