Lead Account Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead, support, and oversee a team of 3 Account Managers.

• Develop and enhance the account management and customer success division as the organization expands.

• Optimize processes for quarterly business reviews (QBRs), renewals, upsells, account health monitoring, and escalation management.

• Establish team objectives, monitor performance, and ensure accountability for retention, adoption, renewal, and growth goals.

• Mentor team members on client communication, handling difficult discussions, renewal strategies, and upsell potential.

• Assume responsibility for renewal performance across designated accounts and assist the team in renewal discussions.

• Identify and pursue expansion opportunities, including additional devices, integrations, training, services, and increased usage.

• Track account health and develop strategies to mitigate churn risk.

• Cultivate and maintain robust relationships with key client accounts.

• Schedule and facilitate regular client check-ins, renewal meetings, and quarterly business reviews.

• Monitor client activity, communication, renewal status, account health, and next steps using HubSpot.

• Create and enhance reporting metrics around adoption, retention, renewals, expansion, and team performance.

⛳️ Requirements

• 5+ years of experience in account management, customer success, or similar revenue operations roles involving a mature B2B SaaS product.

• 2+ years of experience in leading or mentoring a customer-facing team.

• Proven history of managing renewals, expansion opportunities, and achieving revenue targets.

• Strong understanding of B2B SaaS account management and customer success methodologies.

• Experience in developing or refining customer success, account management, or renewal processes.

• Comfortable leading client meetings, renewal discussions, upselling conversations, and challenging dialogues.

• Capable of managing multiple priorities, accounts, team members, and follow-ups simultaneously.

• Excellent problem-solving abilities and capacity to collaborate cross-functionally with Sales, Product, Onboarding, and Support teams.

• Highly organized, proactive, detail-oriented, and adept at taking ownership of outcomes.

• Comfortable learning and articulating software or technology products.

• Familiarity with HubSpot.

• Experience delivering client presentations, demos, business reviews, or executive-level updates is beneficial.

• Background in construction, steel fabrication, manufacturing, SaaS, or technology is an asset.

🏝️ Benefits

• Stock Options (after Year 1).

• 15 vacation days.

• Company-wide holiday closure over Christmas.

• 5 paid sick days.

• Flexible schedule.

• $2,000 CAD tech stipend (after Year 1).

• Comprehensive medical and dental coverage.

• Company retreats.

• Fully remote work environment.

• Travel opportunities.

• Chance to build and expand a department within a growing SaaS company.