Senior Strategic Account Manager

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

📋 Description

• Take ownership of the most intricate, high-ARR accounts within the portfolio by developing and sustaining quarterly account plans, proactively mapping stakeholders, and cultivating multi-threaded relationships that endure organizational changes on the client side.

• Spearhead complex renewal negotiations and pricing migration discussions, including interactions with procurement and legal teams.

• Propel expansion by leveraging demonstrated value through usage data and outcome metrics to construct an ROI narrative, and initiate expansion discussions at the six-month mark.

• Address executive escalations by outlining clear save plans, identifying risks before they become issues, and ensuring alignment within the internal team.

• Utilize AI tools like Claude or ChatGPT on a daily basis to prepare for customer meetings, synthesize account information, draft renewal strategies, and expedite processes across a complex account portfolio.

• Exemplify strong account management practices, including quarterly planning, preparation for executive QBRs, and effectively handling challenging objections.

• Maintain the CRM as a dynamic document with documented next steps for the expansion pipeline and active mitigation strategies for at-risk accounts.

• Collaborate across functions with Product, Finance, and Legal teams.

• Provide leadership with a reliable, real-time overview of the portfolio.

⛳️ Requirements

• Minimum of 4 years in SaaS account management or customer success, with direct experience managing enterprise or upper mid-market accounts.

• Proven track record of consistently meeting or surpassing NRR targets in complex account portfolios, including renewals involving procurement and legal stakeholders.

• Demonstrated ability to manage executive stakeholders — building multi-threaded relationships beyond just engaging the daily champion.

• Strong CRM discipline: you view CRM as a dynamic tool, not merely an obligation for reporting.

• Daily engagement with AI tools (Claude, ChatGPT, or similar) for meeting preparation, account research, and synthesis — a genuine practice rather than a new exploration.

• Bilingual in French and English (both written and spoken).

• Bonus: Experience in SaaS HR tech, or familiarity with HR, People Ops, and C-suite buyers.

• Bonus: Experience in navigating pricing migrations or significant packaging changes with existing clients.

🏝️ Benefits

• Participation in the LTIP program, sharing in Workleap's long-term growth.

• RRSP contributions.

• Comprehensive family health insurance.

• Access to telemedicine services.

• Annual wellness budget.

• Flexible vacation policy.

• Remote work options, with access to our Montreal office.

• In-person gatherings twice a year.

• Access to Claude for all team members.