Account Manager - SMB/MM

What is the purpose of this role?

The purpose of this role is to serve as a strategic link between clients and DOOR, ensuring that customer needs are understood, translated into action, and aligned with business outcomes. By driving retention, uncovering growth opportunities, and fostering collaboration across teams, the Account Manager helps clients realize the full value of DOOR’s platform while supporting the company’s long-term success.

What is the role?

The Account Manager will be responsible for managing and growing relationships with small-to-medium business (SMB) and mid-market (MM) clients. This role involves building long-term partnerships, driving customer satisfaction, ensuring successful product adoption, and identifying opportunities for expansion. The ideal candidate is proactive, customer-focused, and skilled at balancing both relationship management and revenue growth.

Who is DOOR?

DOOR (formerly Latch) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platform—helping multifamily properties run more efficiently, grow revenue, and deliver smarter, more connected living experiences. From smart access and in-unit automation to building-wide controls, DOOR empowers owners, operators, and property teams to reduce overhead, protect asset value, and stand out in a competitive market.

We believe smarter buildings make life simpler. At DOOR, you’ll help shape a future where buildings anticipate needs, operate effortlessly, and quietly improve life for everyone inside.

What will you do?

• Client Relationship Management
  • Act as the primary point of contact for assigned SMB and mid-market accounts.
  • Develop a strong understanding of clients’ business objectives, challenges, and needs.
  • Build trusted advisor relationships with decision-makers and key stakeholders.
• Account Growth & Retention
  • Drive account renewals and proactively mitigate churn risks.
  • Identify upsell, cross-sell, and expansion opportunities to grow account value.
  • Negotiate contracts and pricing in alignment with company policies.
• Customer Success & Advocacy
  • Ensure clients achieve maximum value from products and services.
  • Partner with Customer Success, Support, and Product teams to resolve issues and drive adoption.
  • Gather customer feedback to inform internal teams and improve offerings.
• Sales & Forecasting
  • Manage a book of SMB and MM accounts with responsibility for meeting retention and growth targets.
  • Maintain accurate records of account activity, pipeline, and forecasts in CRM tools.
  • Provide regular reporting on account performance and business impact.
• Collaboration & Strategy
  • Work closely with Marketing and Sales Development teams to support campaigns and lead generation within accounts.
  • Collaborate with Product and Operations to ensure smooth onboarding and scaling of clients.
  • Contribute to strategy development for SMB and MM market segments.

What do you bring to DOOR?

• Bachelor’s degree in Business, Marketing, or related field (or equivalent experience).
• 2+ years of experience in account management, customer success, or B2B sales (preferably with SMB/MM clients).
• Strong track record of meeting or exceeding renewal and expansion targets.Excellent communication, presentation, and negotiation skills.
• Ability to manage multiple accounts with varying needs and priorities.
• Proficiency in CRM tools: e.g., Salesforce (required), HubSpot and data analysis for account performance.
• Experience in SaaS, technology, or B2B solutions preferred.

Key Competencies

• Customer-centric mindset with strong problem-solving skills.
• Results-driven with a focus on revenue growth and retention.
• Ability to build strong relationships and influence stakeholders.
• Strong organizational and time management abilities.Adaptability in a fast-paced, evolving environment.

DOOR understands that job requirements sometimes exclude people who identify with historically marginalized groups from applying to jobs for which they are qualified. Even if you don’t meet 100% of the requirements listed, or if you achieved these requirements through unconventional channels, we encourage you to apply.

What is required (travel & physical requirements)? 

• Occasional Travel to DOOR locations & conferences.
• This role is hybrid (3–4 days per week in-office) for candidates based in St. Louis, MO OR fully remote for candidates in all other states.

What does DOOR bring to the table?

We are reimagining what a supportive workplace looks like, from the inside out. To ensure every team member feels valued, we provide competitive compensation packages that reflect your skills and contributions. We offer a comprehensive suite of benefits such as employer-sponsored health, dental, vision and life options, and generous PTO, and an all-of-you, inclusive approach to benefits:

• Parental Leave
  DOOR provides company-supported parental leave for both primary and non-primary caregivers, along with tiered return-to-work options to support a smooth transition back to the workplace.
• Flexible Time Off
  We offer a flexible time off policy to ensure employees have the opportunity to rest, recharge, and maintain well-being—so they can bring their best selves to work.
• Flexible Working Days
  We support flexible work schedules, empowering employees to structure their workday in a way that best fits their personal and professional lives.
• Comprehensive Health Coverage
  We offer medical, dental, and vision plans with multiple coverage tiers, including the option to enroll domestic partners. Healthcare and flexible spending accounts (FSAs) are available, with employer contributions to help offset costs.
• Life & AD&D Insurance
  DOOR provides employer-paid basic life and accidental death & dismemberment (AD&D) insurance, with the option to purchase additional supplemental coverage.
• Disability Benefits
  We sponsor both short-term and long-term disability coverage, offering financial protection in the event of an illness or injury that prevents you from working.
• Retirement Planning
  Employees are eligible to enroll in a 401(k) Retirement Plan through Vanguard, with flexible contribution options to support long-term financial goals.
• DOOR Equipment Setup!
  Employees get a full setup of hardware from our home line of products as well as FREE monitoring!

Joining us means:

• Having teammates all over the world in the US, Argentina, Spain and Romania.
• Collaborating in a fast-paced environment where you can apply what you have learned in new challenges, and, more importantly, grow your career.
• Being encouraged to invent and innovate within your role and working in a company where calculated risk-taking is highly encouraged and thinking outside the box is a must.

We embrace diversity and strive to create an inclusive environment for all.

Attention Job Seekers: Beware of job scams!

Job scams are on the rise, and you should take steps to protect yourself in your job search. Here are some guidelines to help you stay safe if you are applying for a job with Latch or DOOR:

• Communications from Latch or DOOR will always come from @latch.com or @door.com. Do not accept a job interview invitation with Latch or DOOR from anyone who does not contact you through an email that comes from @latch.com or @door.com.
• Latch never interviews candidates via Skype or in writing where you do not see the interviewer. All of our interviews happen either by video or in person.
• We  will never offer you a job based on a single conversation with someone claiming to be from our People organization. In all of our job interviews, you will always speak, by video or in person, with the hiring manager for the position.
• Do not share your sensitive personal information with anyone who purports to offer you a job at Latch or DOOR unless you verified that the offer is from Latch or DOOR (check email senders addresses). We will never ask you for your bank account information or your mother’s maiden name during the interview process.
• We will never ask you to purchase any equipment with a promise that we will reimburse you after you begin working for us.
• If you believe you were a victim of a job scam, you may report it to the FBI: https://www.ic3.gov/.