Strategic Account Manager - Remote

Overview

We’re looking for a Strategic Accounts Manager to lead some of our most important customer relationships and grow our presence across their broader organizations. These customers range from enterprises with multiple departments and teams to organizations made up of affiliated groups and business lines — each with its own priorities, leaders, and goals. Your job is to build relationships across those groups, show them what Fixify can do, and help bring them on board.

In Short

• Own the relationship with a strategic customer and serve as the go-to contact across all affiliated groups.
• Develop and execute a clear customer expansion plan — identifying and onboarding new departments, teams, or business units.
• Build trusted relationships with stakeholders across the organization and clearly communicate the value of Fixify.
• Partner with operations to ensure smooth onboarding and consistent, high-quality service delivery.
• Collaborate with product to introduce new features and support broader adoption.
• Track and report on key customer metrics, sentiment, and performance — supporting renewals and upsell conversations.
• Conduct regular business reviews with customer stakeholders to align on goals, surface insights, and showcase ROI.
• Analyze support data to identify improvement areas and feed customer insights back into the product and service roadmap.

Requirements

• 5-7 years of experience in a SaaS environment, ideally managing large or complex customer accounts.
• Experience building multi-threaded relationships across organizations and navigating complex customer structures.
• Familiarity with IT support tools, ticketing systems, and SaaS platforms — or a quick study who learns fast.
• A strong ability to communicate, collaborate, and build trust with stakeholders at all levels.
• Excellent organizational skills and a knack for seeing things through from start to finish.
• A calm, steady approach when things get fast-paced — and a natural problem-solver’s mindset.
• Proficiency with customer metrics, support systems, and translating insights into action.
• Understanding of IT outsourcing or managed services is a plus.

Benefits

• Give you a front-row seat at a growing startup that’s rethinking IT support from the ground up.
• Let you work directly with product, operations, and GTM to shape how we serve one of our most strategic accounts.
• Offer the chance to drive real business growth by expanding Fixify’s presence within a high-potential customer.
• Surround you with a team that’s collaborative, curious, and eager to get better every day.
• Provide a remote-first, flexible environment where you can do great work and live your life.