Founding Account Manager

Remote

Sparrow is the first high-tech, high-touch employee leave management solution. Our mission is to make it simple for companies to provide their employees with all kinds of leave (i.e. family, medical, etc.). As the industry leader, Sparrow has managed thousands of leaves for hundreds of happy customers like Headspace and Figma.

Currently, the leave management process is painful and inefficient for everyone. Company leaders struggle to keep up with regulations and processes that change frequently, and the employees going on leave are overwhelmed by bureaucracy at an exceptionally important juncture in their career. Sparrow transforms this ordinarily tedious, error-prone, complex to remain compliant, and time-consuming process into a 30-minute end-to-end experience saving teams time (20 - 40 hours per leave) and money (up to $30K per leave).

Sparrow is headquartered in San Francisco with remote employees across the country. Sparrow is a diverse, highly talented, and supportive team. Together, we are hardworking, collaborative, smart, and humble—after all, we’re solving real problems.

As the founding member of the Account Management team at Sparrow, you’ll have the opportunity to solidify our vision, build processes, and a playbook to ensure that we’re engaging with current customers in the moments that matter most. We’re looking for a leader who is comfortable rolling up their sleeves, owning a revenue target (both expansion and upselling), and eventually building out a world-class team to scale the work and ensure that we are proactively connecting with our customers to drive value, impact, and growth.

Here's what you'll do:

In collaboration with Sparrow Leadership, set the overall vision and strategic plan for the Account Management organization, focusing on increasing product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements
Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
Own a Revenue target. You’ll be responsible for identifying growth opportunities to expand existing customer base to achieve and consistently exceed sales and retention goals
Use raw customer data to identify ways to maintain a sensational customer experience
Reduce churn and drive new business growth through greater advocacy and referenceability
Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
Conduct strategic quarterly business reviews to ensure client satisfaction and uncover thematic opportunities for improvement

About You:

7+ years experience within Renewal Management, Account Management or Customer Success, ideally within SaaS offerings
Experience in building strategic plans for engaging with customers to ensure we’re driving connection through thoughtful touch points in the moments that matter
Experience with high-touch strategic account management and a digital-first low-touch model. Understands how and when to apply each
Leadership experience building and leading teams responsible for quota attainment
Proven track record of quota attainment (both individual and team)
Data-driven approach to designing processes and approaching your work
Highly effective communicator - able to build trust and rapport quickly, work well cross-functionally and drive effective customer / client meetings in a B2B market
Comfort with SQL is a plus

Our work at Sparrow is impactful. We help People teams with one of the hardest parts of their job, and we support employees at a time when they need it most. We’re driven by our mission, much like a nonprofit, but with the resources and scale of a fast-growing venture-backed company.

Sparrow is proud to be an equal opportunity employer. While we are united by our excitement for the mission and product, the diversity of our experiences is one of our strengths. The Sparrow team is made up of people with all types of backgrounds, and we have teammates in 30 states and counting. To learn more about the Sparrow team and its benefits, check out our careers page.