Account Manager - Floral Business Services

Lovingly•Hopewell Junction, NY

1d•Hybrid

About The Position

Lovingly is an AI-driven emotional commerce platform serving around 1,000 independent florists across the U.S. and Canada. We provide platformed websites, point-of-sale, and digital marketing services that help local florists win in their local markets while building a consumer brand that customers return to. We operate at the intersection of local commerce, technology, and emotionally meaningful moments. Our partners are florists — and the work we do for them shows up at weddings, funerals, birthdays, and every moment in between. We're a B2B technology platform. We build systems, not one-off campaigns, and we use AI as a core part of how we operate, not as a buzzword. We're hiring Account Managers across three levels - Junior (Level 1), Senior (Level 2), and Key Accounts (Level 3) to own end-to-end partner relationships across the full lifecycle: onboarding, retention, growth, customer support, save plans, and offboarding. This is not a passive "check-in" or service-desk role. Every Account Manager at Lovingly owns a defined book of florist partners, drives growth through SEO and paid ads, and converts every partner conversation into a clear decision: yes, no, or defer. The level you join at depends on the scale and complexity of books you can run today. All three levels share the same operating spine. They differ in book composition, sales scope, and team contribution. You won't be fighting to convince partners that they need a strategy. You'll be the strategy, and you'll have the AI tooling, the playbooks, and the executive air cover to run it.

Requirements

Thrive in a startup-like environment. High ambiguity. Constant change. Moving fast. Asking questions instead of waiting for specs. Insanely curious. You don't need the path to be drawn before you start walking it.
Already deep into AI. This is an AI-first company. The job is AI-first. Everything is augmented with AI. We're looking for people who are already passionate about AI, already using it at a high level, and eager to expand how they use it. You'll learn things in this role you didn't think were possible — but only if you arrive already convinced that AI is the leverage point, not a buzzword.
Take total ownership of a book — no "that belongs to someone else" defaults
Push every conversation to an explicit partner decision instead of vague alignment
Treat customer experience recovery and save plans as core work, not exception work
Operate effectively under a defined cadence without daily oversight
Comfortable receiving direct feedback and giving it
For Senior and Key Accounts: comfortable running a sales motion alongside account management — not waiting for prospects to come to you
For Key Accounts: comfortable coaching peers and pressure-testing leadership decisions with evidence

Nice To Haves

Manage a developing portfolio of partners, with a focus on retention and customer experience recovery
Lead ads enrollment conversations, helping partners unlock growth opportunities
Own save plans and CX recovery efforts to stabilize and strengthen partner relationships
Participate in team training and development, actively building your skill set
Identify and share partner-level insights to improve day-to-day operations
Manage a portfolio of growth and emerging partners, balancing retention with expansion
Own the full new shop sales cycle — from qualified pipeline through demo to close
Continue leading ads enrollment and partner growth conversations
Execute save plans and CX recovery strategies with a focus on long-term value
Contribute to team development by leading training sessions and mentoring junior team members
Surface trend-level insights to inform strategy and decision-making
Manage high-value, strategic partners, owning the full lifecycle of the largest relationships
Lead high-impact sales motions within your territory, driving significant revenue outcomes
Serve as a trusted advisor during critical partner moments, including escalations alongside leadership
Continue to drive ads adoption, retention, and expansion at scale
Act as a team leader by coaching others, modeling best practices, and refining frameworks before rollout
Provide strategic insights across teams, influencing how we operate and grow

Responsibilities

End-to-end ownership of a defined partner book across the full lifecycle
Revenue and GMS (Gross Merchandise Sales) growth on your portfolio — you own the topline trajectory of your book
Net Revenue Retention on your book (retention + expansion)
Local search visibility (top-15 local rankings, Google Business Profile health)
SEO health across your portfolio (technical and local)
Partner adoption of paid ads where the opportunity fits
Partner satisfaction and customer experience recovery on at-risk accounts
Run a defined weekly cadence: proactive outreach, partner check-ins, scorecard updates, save plans
Convert every recommendation into an explicit partner decision (yes / no / defer)
Document outcomes, decisions, and follow-ups within 24 hours of each engagement
Maintain response-time service levels on your tier (4-hour to 2-day depending on partner segment)
Escalate at-risk relationships with diagnosis and recommended path before churn risk crystallizes
Use AI as a default part of your workflow — prep, audit drafting, partner synthesis, follow-up generation, scorecard work
Apply our technical SEO and Google Business Profile rubrics with AI augmentation
Validate AI output before partner-facing recommendations
Treat AI as a capability multiplier, not an optional tool
Manage a developing portfolio of partners, with a focus on retention and customer experience recovery (Level 1)
Lead ads enrollment conversations, helping partners unlock growth opportunities (Level 1)
Own save plans and CX recovery efforts to stabilize and strengthen partner relationships (Level 1)
Participate in team training and development, actively building your skill set (Level 1)
Identify and share partner-level insights to improve day-to-day operations (Level 1)
Manage a portfolio of growth and emerging partners, balancing retention with expansion (Level 2)
Own the full new shop sales cycle — from qualified pipeline through demo to close (Level 2)
Continue leading ads enrollment and partner growth conversations (Level 2)
Execute save plans and CX recovery strategies with a focus on long-term value (Level 2)
Contribute to team development by leading training sessions and mentoring junior team members (Level 2)
Surface trend-level insights to inform strategy and decision-making (Level 2)
Manage high-value, strategic partners, owning the full lifecycle of the largest relationships (Level 3)
Lead high-impact sales motions within your territory, driving significant revenue outcomes (Level 3)
Serve as a trusted advisor during critical partner moments, including escalations alongside leadership (Level 3)
Continue to drive ads adoption, retention, and expansion at scale (Level 3)
Act as a team leader by coaching others, modeling best practices, and refining frameworks before rollout (Level 3)
Provide strategic insights across teams, influencing how we operate and grow (Level 3)
Run structured partner check-ins per the cadence schedule for your tier
Conduct growth conversations centered on SEO and paid ads — not generic platform talk
Apply technical SEO and Google Business Profile rubrics across your book, validated with AI tooling
Execute save plans for at-risk partners with documented intervention steps
Present paid ads enrollment opportunities to eligible partners and secure opt-ins
Update your portfolio scorecard at the defined weekly cycle
Document partner decisions and follow-ups within 24 hours
Use AI tools by default for prep, audits, synthesis, drafting, and reporting
Participate in (or deliver, depending on level) cross-training segments with the rest of the team
For Senior and Key Accounts: run the sales motion on qualified pipeline through demo and close
For Key Accounts: cover for the COO on partner-facing matters during travel/PTO and coach peer Account Managers visibly