Account Manager
About The Position
The Account Manager maximizes customer retention, growth, and satisfaction across an assigned portfolio of accounts. The role combines strategic relationship management with an understanding of client goals to drive renewals, expansion, and long-term success. As the primary commercial partner, the Account Manager ensures customers realize continuous value from GoCanvas solutions and contributes directly to company revenue objectives. The position manages renewal and expansion strategies, monitors customer health and adoption, and addresses retention risks. It also serves as a trusted customer advocate and escalation point, coordinating with internal teams to resolve issues and ensure customer satisfaction. The Account Manager collaborates across departments and reports forecasts, account health, revenue projections, and performance metrics.
Requirements
- 3–5 years of experience in account management, customer success, or retention-focused roles, ideally in a SaaS or subscription-based environment.
- Proven ability to drive renewals, expansion, and retention through consultative account management practices.
- 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.
Responsibilities
- Manage a portfolio of accounts as the primary contact for renewal, expansion, and satisfaction initiatives.
- Identify, 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, monitor performance metrics, and refine account strategies.
- Own renewal processes, including timely contract negotiations, renewals, and price adjustments.
- Develop and implement proactive save plans to mitigate churn and address at-risk accounts.
- Monitor customer health and engagement using 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 needs across internal teams and serve as an escalation point for customer issues.
- Coordinate timely, professional issue resolution 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 customer retention, account health, and revenue projections.
- Track and report KPIs for expansion, renewal, retention, and satisfaction to support continuous process improvement.
Benefits
- Competitive compensation and benefits package.
- Retirement savings program with employer contributions.
- Paid time off and company-recognized holidays.
- Medical, dental, and vision coverage.
- Access to training and learning platforms.
- Opportunities for career growth and internal mobility.
- Employee assistance and well-being resources.
- Employee discounts and other optional perks.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
