Account Manager

Accountabilities:: You will take ownership of assigned customer accounts throughout the customer lifecycle, driving adoption, satisfaction, retention, and revenue growth. Your responsibilities will include: Customer Onboarding and Adoption Ensure a smooth transition from implementation to ongoing account management. Drive software adoption and help customers achieve their intended business outcomes. Coordinate with Implementation, Training, and Support teams to ensure customer readiness and ongoing success. Relationship Management Build and maintain trusted relationships with customer stakeholders, including executive sponsors and decision-makers. Lead Quarterly Business Reviews (QBRs), strategic planning sessions, and regular customer check-ins. Develop a thorough understanding of customer objectives, operational challenges, and long-term strategies. Explore how customers want to integrate AI into their workflows and collaborate with internal teams to identify relevant solutions. Renewals and Retention Own renewal strategies, forecasting, and customer communications. Monitor account health indicators and proactively address risks that could affect retention. Work with Sales and Finance teams on pricing, contract renewals, and billing alignment. Expansion and Growth Identify upsell and cross-sell opportunities within existing accounts. Analyze product usage, customer feedback, and account performance to uncover opportunities for growth. Partner with Sales to develop, position, and close expansion initiatives. Account Planning and Reporting Develop and maintain strategic account plans covering customer objectives, potential risks, and growth strategies. Provide accurate forecasts and regular updates on account health, renewal likelihood, and expansion pipeline. Present customer insights to internal stakeholders to inform product and service development. Regulated Sector Engagement Understand relevant compliance and security requirements for clients in defense, national security, government, and other regulated sectors. Navigate frameworks and requirements such as ITAR, FedRAMP, and applicable data security protocols. Adapt customer engagement strategies to government procurement processes and security expectations. Monitor industry trends and regulatory developments that may affect client operations. Customer Advocacy and Issue Management Communicate product updates and promote relevant features to help customers maximize value. Share structured customer feedback with Product and Delivery teams to support roadmap planning. Represent customer priorities internally and ensure alignment with evolving business needs. Act as the primary point of contact for escalations and complex account issues. Coordinate resolution efforts across Support, Delivery, and Product teams. Maintain accurate CRM documentation and account records. Continuous Improvement Contribute to the development of account management best practices, processes, and playbooks. Identify opportunities to improve customer engagement workflows and supporting tools. Use AI tools to streamline account research, reporting, and follow-up activities, allowing more time for proactive customer engagement. Share insights and lessons learned with the wider Account Management team. Performance and Success Metrics Contribute to renewal rates, churn reduction, and Net Revenue Retention (NRR). Drive upsell and expansion revenue. Maintain consistent QBR completion and stakeholder engagement. Support strong customer satisfaction, including CSAT, NPS, and account health scores. Ensure forecast accuracy, pipeline visibility, and long-term account growth. Requirements : The ideal candidate is an experienced account management or customer success professional with a strategic approach to relationship building and a strong understanding of complex customer environments. You should be comfortable engaging with senior stakeholders, interpreting account data, and coordinating across multiple internal teams. The following qualifications and experience are required or preferred: Bachelor's degree in Business, Communications, or a related field, or equivalent professional experience. At least 5 years of experience in Account Management, Customer Success, or a comparable client-facing role. Demonstrated ability to manage complex customer relationships, including engagement with executive-level stakeholders. Strong organizational, interpersonal, and communication skills, with the ability to manage multiple accounts and competing priorities. Experience collaborating across Sales, Product, Support, and Delivery functions. Proficiency with CRM platforms such as Salesforce and account planning tools. Strong analytical capabilities, including the ability to interpret product usage data, customer health metrics, and account performance indicators. Experience leading Quarterly Business Reviews and other structured customer reviews. Background in SaaS, public sector, or regulated industries such as defense, national security, or government is preferred. Familiarity with compliance frameworks and standards such as ITAR, FedRAMP, or NIST is an asset. Experience with renewal forecasting, expansion strategies, and customer lifecycle management is preferred. Eligibility for U.S. government security clearance is preferred, with an active clearance considered a strong advantage. Experience supporting customers involved in sensitive or classified operations is an asset. Willingness to travel occasionally as required by customer and business needs. Benefits : Annual base salary of US$125,000–US$130,000. On-target earnings (OTE) of US$160,000–US$170,000. Competitive compensation and benefits package. Flexible working arrangements within a remote role. Supportive and collaborative workplace culture. Opportunities for professional development, learning, and career progression. Exposure to diverse businesses, industries, and complex customer environments. Meaningful opportunities to contribute to products and services supporting critical customer missions.