Note: The job is a remote job and is open to candidates in USA. Black Spectacles is the leading learning platform for architects and designers, recognized for their meaningful impact on the architecture profession. They are seeking a proactive Account Manager to support B2C client relationships, focusing on upselling and enhancing customer engagement through operational coordination and relationship management.
Responsibilities
- Own outbound and inbound engagement with Black Spectacles' B2C subscriber base, with a primary focus on upselling existing customers into the expert tier
- Convert inbound prospects who reach out through customer service channels asking which subscription tier to choose
- Manage cancellation save conversations and build out our engagement pipeline for subscribers who pause their membership
- Handle a limited volume of customer service tickets (approximately 10% of the role) that are not resolved through the AI support tool
- Partner with sales and engineering to help structure and clean up B2C customer data inside HubSpot, building the infrastructure needed to operate this book as a true sales pipeline
- Track engagement and account health metrics to inform outreach priorities and surface at risk subscribers
- Contribute ideas, processes, and playbooks that shape this role into a scalable function
- Maintain accurate records inside HubSpot CRM
- Operate with a high level of professionalism, ownership, and follow through across every customer interaction
Skills
- Bachelor's degree
- 2 to 4+ years of account management experience with a sales component
- Demonstrated ability to upsell, cross sell, or grow existing accounts
- Strong written and verbal communication with a relationship first approach
- Self-starter who is comfortable operating without a polished playbook or fully built CRM on day one
- Excellent organizational skills and the ability to manage a high volume of accounts independently
- Comfortable in a fully remote, high accountability environment
- High integrity, coachability, and a genuine interest in helping customers succeed
- HubSpot experience preferred
- Intercom and Stripe experience a plus
Benefits
- Work From Home: Enjoy the flexibility of working remotely year-round
- Comprehensive Benefits: Starting day one, access to BCBS Health, Dental, Vision, Disability, and Life Insurance coverage
- Savings & Retirement Plans: FSAs, HSAs, and a 401(k) plan with company match up to 4%
- Generous Paid Time Off: Accrue up to 3 weeks of vacation annually, along with 8 holidays, 2 floating holidays, and up to 1 week of sick leave
- Referral Program: Earn rewards by referring top talent to our team
- Team Building: Enjoy semi-annual team gatherings and events that foster collaboration and camaraderie
Company Overview