Loadsmart is building its Tech Touch account management program, and this person will own it. You'll manage a large portfolio of SaaS accounts across Opendock, CarrierGuide, and ShipperGuide — driving adoption, renewals, and expansion through smart automation, data-driven playbooks, and well-designed self-service experiences. This is a builder role: you'll create the systems, document the processes, and continuously improve the motion that keeps customers successful at scale.
If you're motivated by owning outcomes, implementing processes that amplify your impact, and prioritizing customer satisfaction, this role is designed for you.
LOCATION: Remote anywhere in Brazil.
TEAM: Sales - Account Management
WHAT YOU GET TO DO:
Design and launch Loadsmart's Tech Touch Account Management program — including lifecycle workflows, renewal playbooks, health score triggers, and automated outreach sequences
Own the full post-onboarding customer lifecycle for a high-volume book of business: adoption, health monitoring, retention, and expansion signal identification
Serve as the primary point of contact for tech touch accounts, delivering value at scale through automation and self-service rather than manual high-touch intervention
Build and maintain CRM workflows and CS tooling to reduce SLA times and improve operational efficiency
Proactively identify at-risk accounts and deploy targeted intervention strategies before churn occurs
Optimize escalation paths so routine issues stay self-service and only complex problems reach specialist teams
Track and report on core metrics: NRR, churn rate, renewal rate, engagement score, and automation performance
Partner cross-functionally with Sales, Product, and Marketing on account segmentation, messaging, and growth opportunities
Continuously iterate on the program based on customer feedback, data signals, and business priorities.
REQUIRED QUALIFICATIONS:
3–5 years of experience in account management, customer success, or a scaled/tech-touch CS role for SaaS products
- Fluent English; clear written and verbal communication
Demonstrated experience managing a high-volume book of business without relying on 1:1 high-touch engagement
Strong analytical skills — you can build dashboards, interpret data, and translate it into action
Proven ability to create SOPs, playbooks, and process documentation from the ground up
Experience with A/B testing for renewal emails, adoption workflows, or automated outreach sequences
High technical aptitude with CRM tools; Salesforce experience is a strong plus
Excellent written and verbal communication — you set clear expectations and build trust at scale
Customer-first mindset with genuine curiosity about customer goals and outcomes
Systems thinker who translates big-picture strategy into repeatable, documented process
Comfortable asking hard questions, navigating organizational complexity on the customer side, and influencing stakeholders without direct authority.
Skills Required
- 3-5 years in account management, customer success, or scaled/tech-touch CS for SaaS products
- Fluent English; clear written and verbal communication
- Experience managing a high-volume book of business without relying on 1:1 high-touch engagement
- Strong analytical skills; able to build dashboards, interpret data, and translate into action
- Proven ability to create SOPs, playbooks, and process documentation from the ground up
- Experience with A/B testing for renewal emails, adoption workflows, or automated outreach sequences
- High technical aptitude with CRM tools
- Salesforce experience
- Excellent written and verbal communication; sets clear expectations and builds trust at scale
- Customer-first mindset with curiosity about customer goals and outcomes
- Systems thinker who translates strategy into repeatable, documented processes
- Comfortable navigating organizational complexity and influencing stakeholders without authority
Loadsmart Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Loadsmart and has not been reviewed or approved by Loadsmart.
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Leave & Time Off Breadth — Unlimited PTO (“Loadie Time Off”) and sick time are described in postings as available without a limit, broadening flexibility for time away. Availability is noted across many U.S. roles, though exact application can vary by position and location.
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Healthcare Strength — Comprehensive medical, dental, and vision coverage is consistently cited in job postings, indicating a solid core health offering. This breadth forms a standard tech-style benefits baseline for U.S. employees.
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Equity Value & Accessibility — Stock options are frequently offered and positioned as competitive alongside base pay and other benefits. This ownership component is presented as a meaningful part of total rewards.
Loadsmart Insights
What We Do
We are industry veterans and data-scientists using innovative technology to fearlessly reinvent the future of freight. As the ‘nerds of logistics’, we seek intelligence in data to solve deep-rooted inefficiencies in the industry. We give shippers, brokers and carriers access to our data connections (linking supply and demand) and suite of award-winning solutions to strike the perfect balance of cost and service. We’re creating a more efficient and environmentally responsible way to move more with less. For more information, please visit: https://loadsmart.com
