Enterprise Account Specialist

LOFTY INC. • Phoenix, AZ

5d • $70,000 • Hybrid

About The Position

Lofty is seeking an Enterprise Account Specialist to manage and grow a portfolio of enterprise customers using Lofty’s enterprise customer success motion. This role owns post-sale execution across onboarding, adoption, engagement, and retention, with a strong focus on seat growth, agent adoption, and Net Revenue Retention (NRR).

This role is intentionally scoped as a stepping stone into an Enterprise Customer Success Manager (ECSM) position. While responsibilities and outcomes mirror those of an ECSM, the Enterprise Account Specialist manages a smaller, lower-complexity book of business with fewer executive stakeholders and escalations — providing a clear proving ground for future growth.

Requirements

• 2+ years of experience in Customer Success, Account Management, or SaaS.
• Experience managing a book of business in a B2B or enterprise environment.
• Strong understanding of customer lifecycle management, adoption, and retention motions.
• Confidence owning customer conversations and driving outcomes.
• Excellent organizational, communication, and follow-through skills.
• Ability to manage multiple accounts in a fast-paced, growth-oriented environment.

Responsibilities

• Own a portfolio of enterprise accounts as the primary Customer Success point of contact.
• Execute the full post-sale customer lifecycle, including onboarding, adoption, engagement, and renewal readiness
• Maintain regular, structured touchpoints with account stakeholders.
• Monitor account health, platform usage, and engagement to proactively manage risk.
• Ensure customers are consistently realizing value from the Lofty platform.
• Drive agent adoption across child seats to unlock expansion and growth opportunities.
• Partner closely with Strategic Growth Managers (SGMs) to support seat growth and revenue initiatives.
• Identify expansion-ready signals based on usage, engagement, and adoption data.
• Support renewal readiness by improving account health and demonstrated value.
• Contribute directly to Net Revenue Retention (NRR) across your book of business.
• Collaborate with SGMs on account planning, opportunity identification, and execution.
• Coordinate with Support, Onboarding, and Product teams to resolve account issues.
• Own communication, follow-through, and escalation management as needed.
• Prepare and participate in account reviews using usage data and outcomes.
• Maintain accurate account documentation, activity tracking, and notes in HubSpot.
• Track progress against adoption, seat growth, and engagement benchmarks.
• Deliver trainings, webinars, and enablement sessions for assigned accounts.
• Execute within established enterprise success playbooks and operating cadences.

Benefits

• AI-First Innovation: We’re building toward becoming an AI-native company — and our employees are part of that journey. You’ll have access to leading AI tools, hands-on learning opportunities, and real-world exposure to how AI is transforming business. We believe the future belongs to those who learn it early — and we invest in helping you do exactly that.
• Health Insurance: FREE medical coverage for employees for one of our plan options! And the ability to add dependents or choose an alternative plan and still receive a credit to keep costs down.
• Paid Time Off: Work hard, play hard! In addition to 10 holidays, we offer three weeks of paid time off so that you can achieve a healthy work-life balance.
• Paternity Leave: We support our team members as they grow their families! Once you qualify for FMLA, you are eligible to receive up to 6 weeks of paid paternity time to bond with a new child.
• Employee Assistance Program: We are proud to offer free access to SupportLinc, a global platform that provides on-demand care as you navigate personal or professional challenges. This confidential and compassionate support system is available to you and your family members anytime you need help.
• Team Building: We may work across time zones and countries, but we’re still united. We host a monthly schedule of team activities, quarterly town halls, open Q&A sessions, and other special events…so many fun ways for us to connect and support one another.
• Growth Opportunities: When our people grow…we grow! We offer leadership training, development journeys for core teams, and coaching/mentoring opportunities. Constant growth and development are inherent in our culture.
• Tools To Do The Job: We ensure you are hooked up with the tools, equipment, and systems you need. We begin the process prior to your start date, so you are ready to rock ‘n roll on your first day.
• What Else? We provide a 401(k) company match and 100% company-paid life/AD&D insurance/short-term disability. Our ultimate goal is to support you and your overall wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed