(REMOTE) Customer Success Account Representative, Sales Engineer

Position Summary

The Customer Success Account Representative, Sales Engineer owns the success, retention, and growth of an assigned portfolio of Maxsold partners. This role ensures partners maximize revenue, operational efficiency, and  customer satisfaction through effective use of the Maxsold platform. You will act as a strategic advisor, performance coach, and primary relationship owner, driving measurable improvements in partner performance while  strengthening long term retention and expansion. This is a revenue influencing role that combines account management, performance optimization, and cross functional collaboration.

Key Responsibilities

1. Account Ownership and Relationship Management

• Serve as the primary point of contact for assigned partners. Build trusted relationships with owners, operators, and key decision makers. Conduct regular business reviews focused on performance, goals, and growth opportunities. Maintain clear account plans outlining risks, opportunities, and action steps.

2. Partner Performance and Growth Strategy

• Develop a deep understanding of each partner’s business model, margins, inventory flow, and growth objectives.
• Identify opportunities to increase sales volume, average deal size, and platform utilization
• Provide strategic guidance on best practices, pricing strategies, merchandising quality, and operational execution.
• Partner with Sales on expansion opportunities including upsell and cross sell initiatives.

3. Retention and Risk Management

• Monitor account health indicators to proactively identify churn risk.
• Apply strong judgement in identifying root causes of risk and prioritizing interventions.
• Address performance gaps quickly through structured action plans, solution oriented action plans.
• Escalate and coordinate cross functional support when needed to protect revenue and relationships.

4. Issue Resolution and Cross Functional Collaboration

• Own partner issues end to end until resolution.
• Diagnose problems systematically and implement scalable solutions.
• Collaborate with Support, Operations, Product, and Sales to remove friction and improve partner outcomes.
• Ensure feedback loops are closed and partners are informed throughout the resolution process.

5. Data Driven Account Optimization

• Track and analyze key metrics including revenue trends, auction performance, activation rates, and engagement.
• Deliver clear, data backed recommendations to improve performance.
• Use structured problem solving to identify performance gaps and opportunities.
• Maintain accurate CRM documentation and forecasting.

6. Partner Advocacy

• Act as the voice of the partner internally.
• Provide structured feedback to Product and Leadership on trends, friction points, and growth opportunities.
• Contribute insights that influence roadmap priorities and process improvements.

Required Skills and Qualifications

Experience

• 3 to 5 years of experience in Account Management, Customer Success, Sales Engineering or a related client facing role, ideally in B2B, SaaS, or Market place environments.
• Demonstrated success driving retention, revenue growth, and measurable account performance improvements.
• Experience managing a portfolio of accounts with revenue accountability.
• Proficiency in CRM platforms such as Salesforce or HubSpot.

Core Competencies

• Strong executive level communication and relationship building skills.
• Commercial acumen, understands revenue drivers, margin impact, and growth levers.
• Analytical mindset, comfortable using data to diagnose issues and recommend solutions.
• Strong problem solving skills with the ability to break down complex challenges into actionable steps.
• Sound judgement in decision making, especially in ambiguous or high pressure situations.
• High organization and prioritization skills, able to manage multiple partners effectively.

Education

• Customer Success Account Representative, Sales Engineer 3
• A post secondary degree is required , preferably in a technical field such as Engineering, Computer Science, or another STEM discipline

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How You Operate

• You take full ownership of outcomes, not tasks.
• You think in terms of revenue impact and long term partner value.
• You rely on data, not anecdotes.
• You give and receive feedback directly and constructively.
• You act with integrity and consistency.
• You continuously look for ways to improve processes and partner performance.
• You are motivated by impact and measurable results.

Key Performance Indicators

• Partner revenue growth and retention rate
• Net revenue retention
• Average deal size and auction performance trends
• Expansion revenue and quota attainment
• Platform utilization and activation metrics
• Customer satisfaction scores, CSAT and NPS
• Account health score improvement

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• Ability to work from home
• Networking requirements → Download 30 Mbps, Upload 15 Mbps, fixed broadband (fibre or cable). Must be able to support video calls and screen sharing reliably
• Fluent in English, both written and speaking