Senior Account Manager

Accountabilities:

As a Senior Account Manager, you will be responsible for customer retention, renewal performance, and expansion revenue across a portfolio of enterprise manufacturing clients. You will combine strategic account planning with proactive selling and cross-functional collaboration to strengthen relationships and maximize long-term customer value.

• Own renewals and retention: Manage renewals across a portfolio of approximately 80 enterprise accounts, protecting recurring revenue and maintaining strong customer relationships.

• Drive expansion revenue: Identify and pursue opportunities to expand customer adoption through additional software modules and deployments at new sites.

• Lead proactive sales initiatives: Shift expansion efforts from inbound-driven opportunities to structured outreach, account development, and targeted growth strategies.

• Manage end-to-end sales cycles: Lead new-site expansion opportunities from discovery through negotiation and close, partnering with Sales Engineers to demonstrate relevant product capabilities.

• Build executive relationships: Develop multi-level relationships with plant-level users, senior managers, vice presidents, and C-suite stakeholders to understand customer needs and influence purchasing decisions.

• Deliver consultative selling: Connect software capabilities to customer objectives, operational challenges, and measurable business outcomes.

• Coordinate cross-functional execution: Partner with Implementation, Support, and Product teams to ensure smooth handoffs, resolve customer concerns, and address onboarding or response-time issues before they create churn risks.

• Improve account management processes: Collaborate with the account management team to develop account plans, coverage strategies, renewal playbooks, and scalable expansion processes.

• Maintain accurate forecasting: Keep CRM records up to date and provide reliable forecasts for renewals, upsell opportunities, and expansion revenue.

• Manage customer expectations: Communicate clearly, navigate challenging conversations, and balance customer requests with commercial priorities and product capabilities.

Requirements:

The ideal candidate brings strong experience managing enterprise accounts, delivering renewal and expansion targets, and building trusted relationships with senior stakeholders. You should be comfortable taking initiative, managing a substantial portfolio independently, and operating effectively in a fast-paced, growing organization.

• Relevant experience: Three to five or more years of experience managing customer renewals and expansion, with quota responsibility tied to upsell or cross-sell revenue.

• Portfolio management: Proven ability to independently manage a large book of accounts, prioritize opportunities, and allocate time according to customer needs and growth potential.

• Enterprise relationship management: Experience building credibility with senior stakeholders, including vice presidents and C-suite executives at large organizations.

• Consultative sales skills: Ability to understand customer challenges, communicate value propositions, and connect software capabilities to measurable business outcomes.

• Sales cycle ownership: Experience managing expansion opportunities through the full sales cycle, including discovery, product demonstrations, negotiation, and closing.

• Communication and presentation: Strong verbal communication skills and confidence leading customer conversations, delivering engaging presentations, and supporting product demonstrations.

• Cross-functional collaboration: Ability to coordinate effectively with Sales Engineering, Implementation, Support, and Product teams to deliver a positive customer experience.

• Industry knowledge: Experience in quality management, environmental health and safety (EHS), or industrial manufacturing is preferred.

• Travel flexibility: Willingness to travel up to 20% as required.

• Problem-solving mindset: A proactive, resourceful, and solution-oriented approach, with the ability to take ownership and work through unfamiliar challenges.

• Adaptability: Comfort working in a small, growing, fast-paced, and results-oriented environment.

Benefits:

• Competitive base salary: For Canada-based candidates, the target annual base salary range is CAD 112,000–126,000.

• Annual bonus: Access to an annual bonus as part of the total rewards package.

• Employer-paid benefits: Comprehensive benefits funded by the employer.

• Learning and development: A dedicated learning and development stipend to support professional growth.

• Incentive compensation: Additional incentive pay for eligible roles.

• Remote-first flexibility: Work fully remotely from Canada or the United States.

• Professional growth: Opportunity to influence account management strategies, build scalable customer growth processes, and contribute to a growing SaaS business.

• Fair compensation practices: Compensation is reviewed at least annually and may vary according to experience, location, internal pay equity, and relevant business considerations.