Account Manager

Description

Shade is looking for a Founding Account Manager to own and grow our customer relationships from onboarding through renewal and expansion. This role is ideal for someone who thrives at the intersection of customer success, revenue, and strategy and who loves working directly with creative teams.

As one of the first customer facing hires, you’ll help define how Shade partners with customers long-term. You’ll manage a growing book of business, ensure customers are realizing real value from Shade, identify expansion opportunities, and help build the processes that will scale with the company. This is a highly visible, high impact role that works closely with leadership, product, and marketing.

Shade's Mission

Creative teams struggle every day to manage massive media libraries, terabytes and petabytes of images, video, audio, and 3D assets that are hard to transfer, search, preview, and collaborate on.

Shade exists to change that.

We’ve built a cloud platform that feels like a hard drive, paired with a production assistant that helps teams index, search, and work faster. Our mission is to supercharge creativity by removing the friction from managing large scale media.

Responsibilities

• Own a book of business from onboarding through renewal, with a focus on retention, expansion, and long-term customer success
• Serve as the primary point of contact for customers, running onboarding sessions, monthly/quarterly check-ins, and on-site visits when needed
• Deeply understand customer workflows and goals, ensuring Shade is delivering clear and measurable value
• Identify upsell, cross-sell, and expansion opportunities in partnership with the CEO and sales team
• Act as the voice of the customer internally, providing feedback and recommendations on product roadmap, marketing, compliance, and timelines
• Build and maintain customer-facing documentation, playbooks, and internal processes
• Help define and improve account management processes, health metrics, renewal workflows, and revenue forecasting
• Collaborate closely with product, engineering, and marketing to put customer needs first
• Support events, tradeshows, and customer meetings as Shade continues to grow its presence in the creative industry

Qualifications

• 3+ years of experience in Account Management, Customer Success, or post-sales roles (experience with project manager/productivity or creative software is a plus)
• Comfortable working in an early-stage environment and helping build processes from the ground up
• Strong ability to manage relationships, drive renewals, and uncover expansion opportunities
• Willing to be hands on, from onboarding calls to flying out for customer meetings
• Creative thinker with excellent communication and problem-solving skills
• Highly organized, proactive, and able to manage multiple accounts effectively
• Deeply customer centric, prioritizes long-term customer success over short-term gains

How We Work

We move fast, stay flexible, and are always exploring new technologies and ideas to improve how we build and operate. Everyone at Shade has real ownership, real impact, and a voice in shaping the company.

Compensation + Benefits

When we hire we like to keep those hires. Because of this we offer benefits on top of salary + equity

• Base and variable compensation
• Uncapped OTE of $200K–$260K
• Meaningful equity as an early, founding hire
• Free lunch (<$30)
• Free dinner (<$30) if you stay more than 9 hours
• Fully covered health insurance including dental and vision (including dependents)
• 401k with % match
• Unlimited PTO
• Lifetime gym membership
• Commuter benefit for subway

Location

Hybrid (remote + in person)

Willing to travel for customer meetings, on-sites, and industry events