Account Manager - Mid-Market

Crisis Prevention Institute•, (Multiple States)

10d•$100,000•Hybrid

About The Position

Crisis Prevention Institute Inc. (CPI) is seeking an Account Manager - Mid-Market to own the customer journey for a broad, high-volume portfolio of mid-market accounts. This role ensures sustained value realization from CPI training by managing diverse customers with varying complexities. The focus is on scalable engagement, consistent adoption support, renewal execution, and early risk identification. The Account Manager will serve as the primary relationship owner, drive proactive communication, maintain accurate account plans, and surface qualified expansion opportunities for the sales team. The role emphasizes repeatable processes, efficient digital engagement, and disciplined portfolio management to achieve retention and growth targets.

Requirements

Bachelor’s degree or equivalent experience.
1+ years in account management, customer success, client services, or similar customer-facing roles.
Experience managing a portfolio of mid-market customers, including renewals, adoption, and risk.
Demonstrated ability to manage competing priorities across a book of business.
CRM proficiency for account plans, activity tracking, and renewal pipeline management.
Strong communication, problem-solving, and organizational skills.
Ability to collaborate cross-functionally and influence outcomes without direct authority.

Nice To Haves

Experience managing a high-volume or segmented customer portfolio using repeatable engagement processes.
Experience in education, healthcare, human services, training, or similar markets.
Experience using digital and virtual engagement methods to support customer adoption and retention.

Responsibilities

Lead seller-to-account-management handoff, schedule kickoff meetings, document commitments, and execute a repeatable onboarding plan.
Build relationships with day-to-day contacts and decision-makers across assigned accounts.
Maintain concise account plans capturing goals, stakeholders, adoption progress, risks, renewal timing, and next actions.
Conduct proactive check-ins and business reviews aligned to customer needs, account value, and risk level.
Support customer adoption of CPI programs, instructor capacity, and end-learner training through consistent engagement.
Own renewal outreach, planning, forecasting, negotiation, and timely completion of renewals across a high-volume portfolio.
Achieve retention targets by prioritizing at-risk accounts and documenting account health, risks, and mitigation plans.
Identify and qualify expansion opportunities (additional learners, instructor capacity, programs, or resources) and complete CRM documentation before handoff to sales.
Manage escalations, maintain accurate CRM records, report account health and renewal status, and support ownership transitions.
Represent the voice of the customer and collaborate cross-functionally to resolve needs and improve the customer experience.
Make financially responsible decisions aligned with organizational policies.