About the role
The Account Manager will manage a portfolio of clients within Globalli’s global payroll and HCM platform. This role is responsible for driving customer retention, expansion, and satisfaction by serving as a trusted advisor to clients and ensuring successful adoption and ongoing value from the platform.
This is an individual contributor role with no direct reports, operating within a structured, playbook-driven account management framework.
Key Responsibilities
Client Relationship Management • Own a portfolio of client accounts as the primary point of contact • Build and maintain strong long-term client relationships to drive retention • Serve as a trusted advisor on global payroll and HR tech solutions • Act as the voice of the customer internally across product and operations teams
Account Growth & Retention • Identify and execute upsell and cross-sell opportunities • Drive account retention and manage churn risk proactively • Develop and execute structured account plans using standardized playbooks • Support renewal discussions and commercial continuity
Solution Delivery & Client Success • Understand client workforce and business needs • Recommend tailored solutions across payroll and compliance services • Ensure clients are maximizing value from the Globalli platform • Support onboarding continuity and product adoption where needed
Account Performance & Reporting • Track account health, usage, and satisfaction metrics • Maintain accurate CRM records (HubSpot or equivalent) • Conduct regular business reviews with clients • Provide insights on risks, trends, and expansion opportunities
Cross-Functional Collaboration • Partner with Implementation, Product, Support, and Sales teams • Coordinate resolution of client issues and escalations • Share client feedback to support product and service improvements
Client Enablement & Support • Support client training and platform adoption • Assist with workflow optimization and best practices • Resolve issues in coordination with internal teams
Qualifications • 3–7+ years in Account Management, Customer Success, or Client Services • Experience in SaaS, HCM, global payroll, HR technology strongly preferred • Proven track record managing and growing B2B client relationships • Strong relationship management and client communication skills • Ability to manage multiple accounts in a fast-paced environment • Commercial acumen with a focus on retention and expansion • Strong problem-solving and proactive ownership mindset • Experience with CRM systems (HubSpot preferred) • Familiarity with payroll, global employment, or HR tech platforms is a plus • Comfortable working with account data and reporting metrics • Multilingual - Portuguese, Spanish and English. Must be fluent in all 3 languages.
Preferred Qualifications • Experience in high-growth SaaS or startup environments • Exposure to global payroll or cross-border employment models • Multilingual capabilities
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