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
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Own a portfolio of client accounts as the primary point of contact
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Build and maintain strong long-term client relationships to drive retention
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Serve as a trusted advisor on global payroll and HR tech solutions
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Act as the voice of the customer internally across product and operations teams
Account Growth & Retention
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Identify and execute upsell and cross-sell opportunities
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Drive account retention and manage churn risk proactively
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Develop and execute structured account plans using standardized playbooks
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Support renewal discussions and commercial continuity
Solution Delivery & Client Success
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Understand client workforce and business needs
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Recommend tailored solutions across payroll and compliance services
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Ensure clients are maximizing value from the Globalli platform
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Support onboarding continuity and product adoption where needed
Account Performance & Reporting
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Track account health, usage, and satisfaction metrics
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Maintain accurate CRM records (HubSpot or equivalent)
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Conduct regular business reviews with clients
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Provide insights on risks, trends, and expansion opportunities
Cross-Functional Collaboration
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Partner with Implementation, Product, Support, and Sales teams
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Coordinate resolution of client issues and escalations
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Share client feedback to support product and service improvements
Client Enablement & Support
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Support client training and platform adoption
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Assist with workflow optimization and best practices
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Resolve issues in coordination with internal teams
Qualifications
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3–7+ years in Account Management, Customer Success, or Client Services
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Experience in SaaS, HCM, global payroll, HR technology strongly preferred
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Proven track record managing and growing B2B client relationships
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Strong relationship management and client communication skills
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Ability to manage multiple accounts in a fast-paced environment
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Commercial acumen with a focus on retention and expansion
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Strong problem-solving and proactive ownership mindset
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Experience with CRM systems (HubSpot preferred)
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Familiarity with payroll, global employment, or HR tech platforms is a plus
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Comfortable working with account data and reporting metrics
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Multilingual - Portuguese, Spanish and English. Must be fluent in all 3 languages.
Preferred Qualifications
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Experience in high-growth SaaS or startup environments
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Exposure to global payroll or cross-border employment models