About the Role
We're looking for an Account Manager who excels at providing personalized support and guidance to help prospects and trial users discover value in our platform. You'll be the friendly expert who helps new users navigate Programa through live demos, real-time support, and proactive outreach, ensuring they have everything they need to become successful paying customers.
Responsibilities
Provide personalized support to trial users through Intercom, responding to questions and guiding them through challenges in real-time, offering up virtual meetings to drive a true human connection
Conduct tailored product demos and walkthroughs based on each user's specific needs and use cases
Proactively engage trial users via email, calls, and in-app messaging to ensure smooth onboarding
Help users overcome setup challenges, understand features, and see quick wins during their trial period
Track user engagement and conversion progress, identifying opportunities for intervention
Escalate complex technical issues to senior team members while maintaining user relationships
Document common user questions and blockers to help improve onboarding processes
Provide feedback on messaging, playbooks, and product experience based on user interactions
Experience
1-2 years experience in SaaS account management, customer success, or sales
OR
background as an architect or interior designer interested in transitioning to tech
Strong written and verbal communication skills with a helpful, empathetic approach
Experience with customer support platforms (Intercom experience a plus)
Familiarity with trial conversion or customer onboarding processes
Ability to learn quickly and follow established processes while building expertise
Comfortable with technology and explaining software features to users
Detail-oriented with good organizational skills for tracking multiple trial accounts
Bonus Experience
Experience in design, architecture, or creative industries
Background supporting B2B software users
Familiarity with project management or collaboration tools
Why Join Us
Join a startup that's scaling fast with significant growth opportunities
Direct impact on product strategy and company direction
Work with a talented, collaborative team building something meaningful
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