Account Management Manager

Convergence Networks • Milwaukie, OR

1d • $95,000 - $133,000 • Hybrid

About The Position

The Account Management Manager is responsible for leading, coaching, and evolving the Account Management team to drive customer retention, expansion revenue, and long-term customer value. This role owns the account management operating model, ensuring consistent execution across the team while transforming the function from a reactive support-based model into a strategic, outcome-driven, and revenue-conscious discipline. This leader will balance people leadership, process ownership, and commercial accountability, working closely with Sales, Service Delivery, Finance, and Executive Leadership to maximize customer lifetime value

Requirements

• Demonstrated success in leading account management teams to drive client retention and revenue growth, including identifying and executing upsell and cross-sell opportunities.
• Proven ability to build and scale account management processes and playbooks
• Excellent communication, coaching, and stakeholder management skills
• Excellent communication and presentation skills, with the ability to explain technical services in clear business terms.
• Experience leading teams through a transition from reactive service management to proactive, value-driven account management
• Strong commercial acumen, including pricing, forecasting, and revenue planning
• Strong problem-solving and escalation management abilities to address client concerns and ensure timely resolution.
• 7+ years of experience in account management, client success, or customer relationship management, preferably within a Managed Service Provider (MSP) or IT services environment
• Strong background in MSP, IT services, or cybersecurity environments
• Experience working in growth-oriented or PE-backed organization

Responsibilities

• Team Leadership & Development Lead, coach, and mentor Account Managers to ensure consistent performance across customer engagement, retention, and growth objectives
• Set clear expectations, goals, and success metrics for Account Managers aligned to company strategy
• Provide regular performance feedback, coaching, and career development planning
• Foster a culture of accountability, customer advocacy, and continuous improvement
• Account Management Strategy & Execution Own and evolve the Account Management framework, playbooks, and operating rhythms (QBRs, account planning, escalation management, renewal motions)
• Ensure consistent execution of account planning, stakeholder engagement, and customer health management across all accounts
• Drive a standardized approach to identifying risk, mitigating churn, and managing escalations
• Partner with Customer Success and Service Leadership to ensure seamless customer experiences from onboarding to steady state
• Accountable for net revenue retention and expansion opportunities across the managed book of business
• Coach Account Managers on value conversations, opportunity identification, and expansion strategies
• Collaborate with Sales on cross-sell, upsell, and pricing strategies
• Ensure accurate forecasting, pipeline hygiene, and renewal visibility
• Act as the primary liaison between Account Management and internal stakeholders (Sales, Professional Services, Support, Finance, and Leadership)
• Advocate internally for customer needs while balancing business priorities
• Support executive-level customer engagements and escalations as required
• Ensure effective use of ConnectWise and account management tools to drive visibility, consistency, and insights
• Define and report on key metrics such as customer health, churn risk, retention, expansion, and engagement
• Identify opportunities to improve scalability, efficiency, and effectiveness within the Account Management function

Benefits

• Group benefits plans, including medical, dental, vision in US and health savings and dental in Canada, including retirement plans (401k and RRSP).
• We believe in personal and professional growth. We offer regular internal training opportunities, as well as training and certification reimbursement so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as have some fun (families are often included as well).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees