Account Manager – Retention & Renewal

GoCanvas•,

2d•$77,300 - $96,400•Remote

About The Position

The Account Manager is responsible for maximizing customer retention, growth, and satisfaction across an assigned portfolio. The role combines strategic relationship management and understanding of client goals to drive renewals, expansion, and long-term success. As the primary commercial partner, the Account Manager ensures customers continuously realize value from GoCanvas solutions and contributes to company revenue objectives. The role manages renewal and expansion activity, develops proactive plans to reduce churn, monitors customer health and adoption, and serves as a trusted customer advocate. It also coordinates issue resolution across internal teams and provides leadership with account-health, retention, and revenue forecasts. This is a remote opportunity. The position is eligible for medical, dental, and vision insurance, life insurance, a 401(k), and paid time off. The expected base salary range is approximately $77,300–$96,400 USD; the final offer depends on qualifications and other business considerations.

Requirements

3–5 years of experience in account management, customer success, or retention-focused roles.
Proven ability to drive renewals, expansion, and retention through consultative account management.
Strong communication, relationship management, and problem-solving abilities.
Analytical mindset and experience using data for decision-making and strategy optimization.
Proficiency with CRM platforms, including Salesforce, and customer engagement tools.
Ability to work cross-functionally and manage multiple concurrent priorities.

Nice To Haves

Experience in a SaaS or subscription-based environment.

Responsibilities

Manage a portfolio of accounts as the primary contact for renewals, expansion, and customer satisfaction.
Develop and execute horizontal and vertical expansion strategies through Quarterly Business Reviews, Strategic Reviews, and Product Innovation discussions.
Align solutions with customer business objectives and demonstrate value realization in collaboration with key stakeholders.
Use data insights to track adoption, measure performance, and refine account strategies for growth.
Own renewal processes, including contract negotiations, renewals, and price adjustments.
Create proactive save plans to mitigate churn, address at-risk accounts, and maintain a healthy book of business.
Monitor customer health and engagement with data-driven tools to anticipate and resolve retention risks.
Meet or exceed retention and expansion revenue goals through renewal optimization and customer advocacy.
Represent customer perspectives across internal teams and act as a trusted advisor.
Serve as an escalation point for customer issues and coordinate timely, professional resolutions with cross-functional partners.
Partner with Customer Success, Professional Services, Billing, and Product teams to support execution and customer satisfaction.
Collaborate across departments to identify upsell, cross-sell, and renewal opportunities.
Provide leadership with forecasts and insights on retention, account health, and revenue projections.
Track and report KPIs for expansion, renewal, retention, and satisfaction to support continuous process improvement.