About this role
This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely within Canada.
- The Senior Manager, Account Management is responsible for leading a team of Account Managers to drive customer retention, expansion, and long-term value realization.
- This role ensures customers achieve outcomes aligned to their business goals while maximizing renewal rates and growth opportunities.
- In addition to managing team performance, this role takes bigger ownership in segment-level outcomes (GRR, renewal risk, expansion) and operates as a strategic partner to Sales and CAM leadership.
- Provide ongoing performance feedback, coaching, and career development support.
- Foster a high-performance, customer-centric culture aligned to company values.
- Develop and coach future leaders, including Managers and senior ICs, with clear succession planning.
- Align to and actively contribute to strategic workstreams that advance the overall Account Management function, beyond the needs of your individual segment or expansion targets.
- Own segment-level renewal health and risk mitigation strategy, not just individual account execution.
- Drive prioritization of resources (CAM, EMS, PS, Exec Outreach) across accounts to maximize impact.
- Partner closely with Professional Services, EMS, Support, Product, and CAM team to support customer satisfaction.
- Represent Account Management as needed in leadership planning, and cross-functional forums.
- Operate and make decisions with a company-first mindset, balancing segment priorities with broader business objectives.
- Monitor key performance metrics including expansion targets, renewal risk, customer health, and engagement.
- Drive adoption of tools, processes, and best practices across the team.
- Own operating cadence, reporting, and executive-ready updates for your segment.
Travel may be required for customer events