Manager, Account Management Team – Mid-Market

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

📋 Description

• Expand a portfolio of clients by leading a team of Customer Success Managers.

• Utilize technical knowledge to assist the team in managing client relationships.

• Draw upon experience in success and account management.

• Ensure a high rate of customer retention.

• Formulate strategies to enhance revenue retention and promote customer base expansion.

• Represent the customers' perspective to Product, Sales, and Leadership teams.

• Develop and document technical solutions for customer issues in a centralized repository.

• Collaborate with internal teams to deliver exceptional customer experiences.

• Offer coaching, training, and support to empower CSMs in achieving or surpassing performance targets.

• Assist CSMs and clients in handling escalations and complex situations.

⛳️ Requirements

• Over 5 years of experience in customer success, account management, or a related field, preferably in a SaaS context.

• Strong leadership abilities and team management expertise.

• Demonstrated success in enhancing customer satisfaction, retention, and revenue growth.

• Exceptional written and verbal communication, problem-solving, and relationship-building skills.

• Proficient in data analysis and making strategic recommendations.

• Familiarity with Google Workspace, including Google Sheets and Google Docs, as well as Salesforce.

• Proficiency in a second language is a valuable asset.

🏝️ Benefits

• Opportunity to work from anywhere in the world for up to 3 months.

• Parental leave program.

• Work-from-home stipend.

• Days off for birthdays and company anniversaries.

• Quarterly bonus.