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 with high ambiguity and constant change.
• Insanely curious and comfortable starting without a fully drawn path.
• Already deep into AI, passionate about it, using it at a high level, and eager to expand its use.
• 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.
• Comfortable running a sales motion alongside account management (for Senior and Key Accounts).
• Comfortable coaching peers and pressure-testing leadership decisions with evidence (for Key Accounts).
• Two years of experience in account management or a related client-facing role.
• Proven track record of meeting and exceeding targets.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using CRM software.
• Experience with AI tools and applications.

Nice To Haves

• Experience in the floral industry or e-commerce.
• Familiarity with SEO and paid advertising strategies.
• Experience with customer success platforms.
• A Bachelor's degree in Business, Marketing, or a related field.

Responsibilities

• End-to-end ownership of a defined partner book across the full lifecycle
• Revenue and GMS (Gross Merchandise Sales) growth on your portfolio
• 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 (Junior)
• Lead ads enrollment conversations, helping partners unlock growth opportunities (Junior)
• Own save plans and CX recovery efforts to stabilize and strengthen partner relationships (Junior)
• Participate in team training and development, actively building your skill set (Junior)
• Identify and share partner-level insights to improve day-to-day operations (Junior)
• Manage a portfolio of growth and emerging partners, balancing retention with expansion (Senior)
• Own the full new shop sales cycle — from qualified pipeline through demo to close (Senior)
• Continue leading ads enrollment and partner growth conversations (Senior)
• Execute save plans and CX recovery strategies with a focus on long-term value (Senior)
• Contribute to team development by leading training sessions and mentoring junior team members (Senior)
• Surface trend-level insights to inform strategy and decision-making (Senior)
• Manage high-value, strategic partners, owning the full lifecycle of the largest relationships (Key Accounts)
• Lead high-impact sales motions within your territory, driving significant revenue outcomes (Key Accounts)
• Serve as a trusted advisor during critical partner moments, including escalations alongside leadership (Key Accounts)
• Continue to drive ads adoption, retention, and expansion at scale (Key Accounts)
• Act as a team leader by coaching others, modeling best practices, and refining frameworks before rollout (Key Accounts)
• Provide strategic insights across teams, influencing how we operate and grow (Key Accounts)
• 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
• Run the sales motion on qualified pipeline through demo and close (Senior and Key Accounts)
• Cover for the COO on partner-facing matters during travel/PTO and coach peer Account Managers visibly (Key Accounts)

Benefits

• Base salary range: $75,000–$100,000, dependent on level and demonstrated experience.
• Variable compensation: quarterly performance bonus tied to outcomes, per-close sales accelerator (for levels with sales scope), and per-event ads enrollment incentive.
• Comprehensive health insurance, dental, vision.
• 22 days PTO + holidays + 4 floating holidays.
• 401(k) with company match up to 3%.
• Latest Mac laptop.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed