Technical Account Manager

About Butter

Subscription companies are losing 10%+ of revenue to failed payments—billions of dollars a year—a problem known as “Involuntary churn.”

Butter is on a mission to end involuntary churn. Using machine learning we help the greatest subscription companies in the world—Fabletics, The Athletic, Savage x Fenty, Found, Tonal, Hairstory—recover more revenue, optimize authorization rates, and increase customer lifetime value.

Butter, backed by world-class investors—Atomic, Norwest Venture Partners, SpringTide, Transpose Platform—is building a better future for subscription payments.

Come work with us, because subscription companies and consumers deserve Butter.

The Role

We’re seeking an exceptional Technical Account Manager (TAM) to oversee all major touchpoints with our customers. The TAM is ultimately responsible for the complete post-sales lifecycle of Butter customers, beginning at contract close and extending through renewal. This person will lead narrative creation & storytelling for customers. They should be data literate and feel confident utilizing BI tools to manage customer performance and collaborate with data analysts. The TAM will be responsible for making sure the clients in their portfolio are constantly learning from their data and extracting value out of their analytics, ultimately driving adoption and outcomes leading to renewals, expansion, and advocacy.

In addition to providing high-touch service to our early customers, this person will help shape the company's Customer organization. They will be tasked with ensuring exceptional client service for a growing multi-million dollar portfolio. This includes establishing processes, reporting, best practices and foundation for an entire division.

Through these partnerships, customers derive maximum value, leading to success, retention, and expansion. This role is cross functional, and includes collaboration with Sales, Solutions Engineering, Data, and Product Management.

You excel at cultivating multi-stakeholder partnerships and are able to establish yourself as a trusted advisor through clear communication of success narratives and deep empathy with your customers and their business and needs. You appreciate working on infrastructure products that require thorough understanding and technical knowledge. You are action oriented and detailed in your work. You are a systems thinker and create repeatable processes, templates and frameworks to drive efficiencies for both customers and Butter. You lead with curiosity, empathy and value, taking a consultative approach to customer relationships. You create win-win relationships with clients and internal stakeholders.

What you can expect to do

• Lead the post-sales engagement, retention, and expansion of your customers, driving overall account health and revenue growth
• Create & share success narratives with the customer by leading routine business reviews, to align on business priorities, performance, provide guidance on optimization opportunities, share Butter roadmap, and identify product expansion opportunities.
• Continuously design, test, and iterate on playbooks and program ideas, monitoring results based on defined customer success criteria
• Create efficiencies for scaled customer outreach and relationship management wherever possible
• Serve as a trusted payments advisor to the customer with consistently responsive and expert service, proactively educating them on Butter’s platform, value, and our industry
• Develop and maintain powerful relationships with executives across customers' business functions: finance, marketing, product, and engineering, understanding their priorities, challenges, and motivations
• Advocate for the customer to internal stakeholders, proactively surfacing key customer feedback and insights to Product Management, Sales, Marketing, and Product Engineering.
• Manage the CRM database with customer information, health, and current status, so leadership and cross-functional teams can make data-driven decisions
• Leverage data literacy along with BI tools to analyze customer data, identify trends, and provide actionable insights that drive customer value.
• Proactively resolve data discrepancies and ensure accurate reporting to support decision-making for internal and external stakeholders
• Drive customer references and case studies and advise on content in partnership with Marketing
• Prioritize time effectively between remote account work and occasional travel commitments

Minimum Qualifications

• 7+ years relevant work experience in a customer-facing role within a high-growth startup, including SaaS customer success or account management.
• Exceptional communications skills in writing, presenting, and storytelling, comfortable centering data in the narrative
• Ability to drive customer health and growth using varied data sources and insights to create a narrative and execute on plans of action
• Willingness to travel approximately 10% of the time for client engagements and industry events, as necessary

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

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Butter Payments is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Atomic considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.