Senior Account Manager - UniHop

Position: Senior Account Manager at UniHop

PAY
- Starting range: $3,000–$4,500/month USD
- Higher rate possible for exceptional candidates with proven B2B account management experience
- Long-term role for the right person, with growth as the company grows

SCHEDULE
- Coverage during U.S. Eastern Time business hours (9am–5pm ET) required
- Full-time, ~40 hours/week
- Consistent availability required

ABOUT UNIHOP

UniHop is a managed last-mile delivery service for restaurants, caterers, and local businesses across the U.S. We coordinate a vetted national network of professional drivers, monitored by our dispatch team, so businesses can focus on what they do best while we handle the deliveries.

We're a small, focused team with a strong emphasis on documentation, systems, and calm execution.

ABOUT THE ROLE

This is a senior role that owns the post-sale relationship for our B2B accounts. You'll onboard new customers, run quarterly reviews with our largest accounts, proactively intervene with at-risk customers, and identify opportunities to grow accounts over time.

This is NOT reactive support. We have a dispatch team for live delivery issues. Your focus is on the customer relationship — making sure customers are succeeding, growing, and bringing concerns to you before they become reasons to leave.

You'll be the named human for our most important customers.

KEY RESPONSIBILITIES

Customer Onboarding
- Take handoffs from our sales rep once a customer signs up and has payment on file
- Run kickoff calls with new business customers
- Walk customers through their first delivery, and ensure they're activated within 7 days
- Pay extra attention to multi-stop and complex pickup logistics

Account Management
- Stay organized across a tiered book of business — typically 10-20 strategic accounts requiring deep relationships, ~30–50 mid-volume accounts requiring lighter proactive attention, and the broader customer base where you intervene only when needed. Comfortable using systems and tiering to focus your time on the right accounts.
- Handle customer escalations professionally, including occasional difficult conversations
- Identify expansion opportunities — increased volume, additional locations, premium delivery styles, volume commitments
- Monitor account health and intervene before at-risk accounts churn

Customer Voice
- Respond to public reviews on Trustpilot and other review sites
- Capture themes in customer feedback and bring them back to operations and product
- Coordinate internally when issues need escalation

Light Marketing Input
- Contribute customer success stories, and themes to newsletter content (writing handled separately)

THIS ROLE IS A GOOD FIT IF YOU
- Have 4+ years in B2B account management, customer success, or similar — ideally at a services, logistics, or B2B SaaS company
- Are comfortable on a Zoom call with a frustrated customer and don't take it personally
- Are proactive — you reach out before customers do, flag risks before they become problems, and bring solutions, not just updates
- Communicate excellently in written and spoken English
- Are tech-comfortable — you don't need to be technical, but new tools shouldn't intimidate you
- Stay organized managing 50+ active accounts without dropping balls
- Are comfortable making judgment calls in ambiguous situations
- Have direct experience working with U.S. small business owners

THIS ROLE IS NOT A GOOD FIT IF YOU
- Are more comfortable reacting to inbound tickets than proactively reaching out
- Want a fully built playbook on day one — we have SOPs, but the role is still being shaped
- Need a lot of structure or daily oversight to do your best work
- Are uncomfortable having direct conversations with frustrated or demanding customers
- Have only worked in B2C support roles

REQUIREMENTS
- Reliable high-quality computer, internet, and quiet workspace for video calls
- Excellent written and spoken English
- 4+ years B2B customer-facing experience required
- Comfortable with Google Workspace, Slack, and CRM tools
- Experience with U.S. customers strongly preferred

HOW TO APPLY

1. Complete the Google Form application at:
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2. After submitting, send a message through OnlineJobs with:
Subject: Senior Account Manager Application Submitted
Message: Hi Brandon — I've completed the UniHop Senior Account Manager application form. Looking forward to next steps.

Applications that do not complete both steps may not be reviewed.

Note: This application includes a short required video (2–3 minutes). We use this to understand communication style, presence, and fit for a customer-facing role. Please only apply if you are comfortable recording a brief, informal video.