Lead, SMB Account Management

This role supports the Pool Practice AM team in managing a high-volume, fast-paced case queue while maintaining focus on proactive customer engagement that drives growth and retention. As Team Lead, you’ll coach and guide Account Managers to deliver consistent, high-quality service, serving as the bridge between frontline AMs and leadership to uphold operational excellence, customer satisfaction, and process consistency across a broad portfolio. You’ll leverage data-driven dashboards to strategically monitor performance, identify trends, and drive targeted outreach that supports growth, retention, and overall team efficiency.