Senior Technical Account Manager

Who We Are

In today’s economy, an increasing number of workers are choosing to freelance. By 2027, half the U.S. workforce will be independent contractors. Yet there is no system of record for this vast self-employed community and the legions of businesses that increasingly rely on it. A new paradigm is needed to accommodate the future of work that is suddenly no longer in the future. That is what Wingspan is building.

Wingspan is the first payroll platform designed specifically for independent contractors and their businesses. We make onboarding, payments, and compliance easy for flexible workforces of all sizes. Whether you’re a one-person business or a large enterprise, Wingspan has you covered.

We’re a Series B startup based in NYC with backing from some of the best VCs and operators around, including Andreessen Horowitz (a16z) and the CEOs and founders of Warby Parker, Harry’s, Allbirds, Invision, and Flatiron Health.

Who we're looking for:

Wingspan's Account Manager will be on the frontlines, building and maintaining strong partnerships with our customers. 

• You will serve as the primary point of contact and trusted advisor for a dedicated book of business, owning the entire post-sale customer lifecycle from onboarding and adoption to renewal and expansion. 
• You will be the voice of the customer internally, acting as a critical liaison between clients and our Product, Design, and Engineering teams to ensure their feedback helps shape our roadmap. 
• A proactive, customer-obsessed individual who excels at building relationships and is passionate about helping clients succeed in a fast-paced startup environment.
• This role will be based in New York City and will have a hybrid work model that consists of a combination of onsite (3 days a week) and remote work expectations. This model is designed to provide our employees with an optimal balance between in-person collaboration and the convenience of remote work. We believe this approach fosters a more productive and engaging work environment while supporting our commitment to employee well-being and work-life balance.Please note that the specific onsite and remote work schedule will be established based on the requirements of the role and the needs of the organization, and remain subject to Company discretion.  The Company reserves the right to modify its in-person and remote work policies and expectations.

What You'll Do:

• Manage a book of business by building strong, long-term relationships with key stakeholders to ensure high levels of customer satisfaction and retention.
• Guide new clients through a seamless onboarding process, ensuring they are set up for long-term success by helping them implement the product effectively for their specific use cases.
• Serve as a product expert, effectively communicating Wingspan's features and benefits to customers by delivering tailored product demonstrations.
• Proactively manage the entire renewal process and identify opportunities for expansion and upsell within your accounts by understanding their evolving business needs.
• Act as the primary point of contact for your clients, partnering with internal teams and escalating complex technical issues to our Solutions Engineering team to ensure challenges are resolved efficiently.
• Partner closely with the product team to ensure customer feedback and pain points are heard, reviewed, and prioritized when needed.
• Support the maintenance of our internal knowledge base for customer use cases and best practices.
• Own the creation and presentation of QBRs to leadership, highlighting customer outcomes, renewal risk, and growth opportunities.
• Travel monthly to meet clients in person to build relationships, offer strategic insights, and drive renewal and expansion conversations.

Requirements: 

• 6+ years of experience in a client-facing role such as Account Management or Customer Success, preferably at a SaaS startup.
• Has owned a book of business of 40+ accounts, which includes day to day client management and closing renewals and expansions
• Proven experience working in a fast-paced, high-growth startup environment.
• Foundational understanding of finance/accounting workflows and concepts, such as invoicing, payments, and compliance.
• Exceptional organizational, project management, and time management skills.
• Ability to anticipate customers’ needs and position product solutions accordingly.
• Excellent verbal and written communication skills as well as interpersonal skills.
• Ability to operate effectively within a cross-functional team or as an individual contributor with minimal supervision.
• Must be authorized to work in the United States. At this ti