Remote Customer Advocate Jobs in Provo, UT (NOW HIRING)

Account Manager Location: Remote (Hybrid Optional) | Travel Required (~10-20%)About CaselleAt Caselle, we build software that helps communities thrive. For more than 40 years we have delivered ERP and payments solutions built specifically for small and mid-sized local governments - payroll, utility billing, accounting, and citizen payments. Today nearly 1,500 cities, towns, counties, and districts run their daily operations on Caselle, serving over 20 million residents.We keep the vast majority of our customers year after year, and we are not content with that. As part of Govineer - a family of govtech brands serving more than 2,300 local government entities across 43 states - we are investing in the people and processes that keep those customers successful for the long haul. This role is central to that investment.The RoleThe Account Manager owns a book of roughly 200 Caselle local-government customers and is the named relationship for every account in it - the person they call, the person who knows their setup, and the person responsible for both keeping them and growing them.The role is split roughly evenly between customer care and expansion selling. You protect retention through proactive engagement, and you grow revenue through upsell, cross-sell, and disciplined price increases. It is a dual mandate: both halves are measured, and both halves are compensated.You will not be doing implementation or day-to-day troubleshooting - we have strong support and implementation teams for that. Your job is the relationship and the revenue.What You'll DoOwn your book. Serve as the primary point of contact for approximately 200 accounts across the full relationship.Touch every account, every quarter. Reach every customer in your book each quarter, rotating to a new contact, so customers hear from you before they need to call.Lead QBRs. Conduct quarterly business reviews with your top-tier accounts - Tier 1 quarterly, Tier 2 semi-annual.Grow the book. Drive upsell and cross-sell across the Caselle and Govineer product line - cloud hosting, online payments (Community Connect), modular add-ons, and services - to hit an expansion quota.Deliver price increases. Carry discount reductions and rate increases to customers with clear, customer-ready justification.Protect the base. Identify at-risk accounts early using the book health score and lead the save well before a renewal is in question.Partner across the org chart. Work with city clerks, treasurers, finance directors, and city managers to align on their evolving needs and priorities.Negotiate and close. Own contracts and agreements that maximize recurring revenue.Advocate and escalate. Triage customer issues, escalate cleanly to support, and follow through to resolution.Show up in person. Attend regional conferences and user forums, and complete approximately six onsite customer visits per year.Keep the system clean. Maintain accurate account records, contact lists, activity, and pipeline in HubSpot.What You BringRequiredThree or more years in account management, customer success, or expansion sales - ideally B2B SaaS or vertical softwareA track record of carrying and hitting a revenue or retention numberComfort having direct commercial conversations, including price increases, without damaging the relationshipStrong organization across a large book, with genuine CRM disciplineCustomer empathy - you treat retention as a relationship, not a renewal dateProactive and self-directed, with a track record of working effectively remotelyStrong communication skills, and the judgment to tailor your approach across very different municipal rolesPreferredFive or more years in govtech, public sector, ERP, or paymentsWorking knowledge of how local government actually operates - budget cycles, councils, procurement, and the pressures your customers are underGenuine interest in supporting small-town America and helping communities modernizeHow You're MeasuredYour scorecard reflects both halves of the role: expansion bookings to quota, gross and net revenue retention on your book, book health score, price-increase capture, logo retention, and quarterly touch completion.Pay runs on three quarterly levers - a growth commission on cloud, add-ons, and services; a price-increase commission; and a retention commission on the ARR you keep. You are paid to grow the book and to keep it healthy.BenefitsBase salary plus quarterly variable compensation, uncapped on expansionFlexible remote work, with a hybrid option for Utah-based team membersMedical, dental, and vision coverage401(k) with 4% company match after six monthsTravel to regional events, conferences, and customer sitesMeaningful work that supports local governments and the residents they serveWhy This Role, Why NowCaselle keeps the vast majority of its customers - but those customers tell us they want a real relationship: proactive contact, a name to call, a partner who understands their world. This role is how we deliver that.At the same time, Caselle is in a period of real product growth, from cloud and integrated payments to new modules. There has never been more opportunity to help a customer take the next step. You will have a book small enough to manage well and the mandate to make every account in it both happier and more valuable.Interested in helping communities thrive with modern ERP tools? Apply now and join a team that puts local government - and the people they serve - at the center of everything we do.Caselle and Govineer are equal-opportunity employers. We evaluate all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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