About Good Company
We are a fast growing third-party logistics (3PL) provider focused on delivering high-performance fulfillment for eCommerce brands. We lead with operational excellence, radical accountability, and client-aligned success metrics. We believe in small teams, measurable impact, and building careers from the floor up.
Senior Account Manager
REPORTS TO | Director of Customer Success | WORK STYLE | Works in office |
ROLE FOCUS | Tactical / strategic; revenue focused. Client retention accountability. | CROSS-FUNCTIONAL PARTNERS | Ops, Finance, Info, COM, Postage Prince |
Role Summary
The Senior Account Manager (SAM) is the primary client-facing strategic partner for account health and retention, communication, commercial growth, and cross-functional alignment. This role is the face of Good Company to the client, nurtures the relationship, and excels in clear communication.
Client Communication and Relationship Management
· Own client messaging, including forecasts, announcements, difficult conversations, and expectation setting.
· Lead recurring and ad hoc calls with clients and communicate updates based on COM timelines.
· Coordinate onboarding and offboarding with the COM and help ensure a smooth client transition experience.
· Support client education around compliance, communication guidelines, expectations, data quality, and operational processes.
· Lead and document post-mortems and help turn issues into clear corrective action plans.
· Maintain confidence with higher-level stakeholders and represent the business professionally in client-facing conversations.
· Lead charge on magic wand feedback.
· Develop a sixth sense regarding client sentiment. Work in line with client retention as the ultimate goal.
Revenue, Billing, and Commercial Oversight
· Responsible for translating the client’s need into operationally understandable language.
· Responsible for keeping the client up to date on current market trends, both from a billing perspective and an expectation standpoint.
· Propose value-add opportunities to clients, including ad hoc services, software add-ons, and carrier options.
· Support agreement addendums, hold harmless language, contract renewals, redlining, and execution with the Director of Customer Success.
· Partner on quarterly profitability reviews and track account-level P&L trends week over week.
Operations Partnership and Process Coordination
· Bridge communication across Ops, Finance, Data/Info, and client stakeholders so decisions are actionable and aligned.
· Communicate new retailer expansions and process adjustments to the COM
· Communicate automation rule changes and provide plain-language context around adjustments or new rules in ShipHero.
· Validate BAM placement and ask the operational questions that prevent downstream execution issues.
· Surface patterns across accounts such as onboarding delays, billing confusion, and forecast misses, then propose fixes.
· Coordinate postage reviews, third-party billing connections, RateShop+ setups, and postage analysis requests.
Systems, Forecasting, and Peak Readiness
· Own forecast adjustments and accuracy, including monitoring SLA performance and identifying trends behind results.
· Proactively ensure fulfillment analysis numbers align with operational reality.
· Maintain CRM hygiene and changelog discipline so important client changes remain visible and traceable.
· Lead peak season planning by reviewing prior-year forecasts, preparing carrier timelines, setting holiday adjustments, and building client-facing planning references.
· Create onboarding and training checklists for future SAMs to support consistency as the team scales.
Industry Awareness and Strategic Perspective
· Stay plugged into carrier announcements, tariff updates, marketing trends, brand news, and broader e-commerce developments.
· Bring perspective on brand and finance terms such as CAC, MER, and LTV to client conversations and decision-making.
· Support client gifting and relationship-building efforts that reinforce trust and retention.
· Balance day-to-day responsiveness with longer-term strategic thinking, commercial awareness, and strong executive presence.
Core Competency Themes / Soft Skills
Perspective Sees the full client picture, connects revenue, service, operations, and timing, and makes decisions with both short-term urgency and long-term account health in mind. | Comfort Around Higher Management Communicates clearly and confidently with senior client stakeholders and internal leadership, even when conversations involve pressure, ambiguity, or difficult tradeoffs. |
Presentation Skills Presents updates, recommendations, proposals, and post-mortem insights in a way that is organized, persuasive, and easy for clients and teammates to act on. | Written Communications Produces concise, polished written communication across email, Slack, proposals, billing explanations, and process updates with strong judgment and clarity. |
Success in This Role Looks Like
· Clients feel informed, supported, and confident in both day-to-day execution and larger strategic planning.
· Billing, proposals, automation changes, and operational updates are communicated promptly and succinctly.
· Potential problems are surfaced early through strong cross-functional follow-through and pattern recognition.
· Forecasts, peak planning, and client-specific changes are managed proactively rather than reactively.
· The role strengthens profitability, trust, and internal alignment while maintaining a high standard of professionalism.
· Clients are retained
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