Lead Account Manager

FabStation

18d•CA$140,000 - CA$180,000•Remote

About The Position

FabStation is a growing software company specializing in augmented reality products for the manufacturing industry. We are seeking a customer-facing leader to scale our Account Management and Customer Success function. The Lead Account Manager will manage and grow our client success and account management department, overseeing a team of 3, managing key client accounts, driving renewals and expansions, and building scalable processes in a B2B SaaS environment. This role involves close collaboration with Sales, Product, Onboarding, and Support to ensure client adoption, renewals, and expansion of FabStation's platform. The position is key to improving retention, growing revenue from existing accounts, and developing a high-performing customer success and account management team.

Requirements

5+ years of experience in account management, customer success or similar revenue operations roles with a mature B2B SaaS product.
2+ years of experience leading or mentoring a customer-facing team
Proven track record managing renewals, expansion opportunities, and revenue targets
Strong understanding of B2B SaaS account management and customer success processes
Experience building or improving customer success, account management, or renewal processes
Strong communication, leadership, and relationship-building skills
Comfortable leading client meetings, renewal conversations, upsell discussions, and difficult conversations
Ability to manage multiple priorities, accounts, team members, and follow-ups at the same time
Strong problem-solving skills and ability to work cross-functionally with Sales, Product, Onboarding, and Support
Organized, proactive, detail-oriented, and comfortable owning outcomes
Comfortable learning and explaining software or technology products
Experience with HubSpot
Native English required
Post-secondary education in business, customer success, or a related field, or an equivalent combination of education and experience
Intermediate computer skills, including MS 365 and Hubspot

Nice To Haves

Experience delivering client presentations, demos, business reviews, or executive-level updates is an asset
Experience in construction, steel fabrication, manufacturing, SaaS, or technology is an asset
Technology diploma or technical background related to construction is an asset
French preferred
Spanish preferred

Responsibilities

Lead, support, and manage a team of 3 Account Manager team members
Build and improve the account management and customer success department as the company grows
Improve processes for QBRs, renewals, upsells, account health tracking, and escalation management
Set team goals, track performance, and hold the team accountable to retention, adoption, renewal, and expansion targets
Coach team members on client communication, difficult conversations, renewal strategy, and upsell opportunities
Help define team structure, responsibilities, reporting, and future hiring needs
Collaborate with leadership to improve customer success strategy and revenue growth from existing accounts
Own renewal performance across assigned accounts and support the team in renewal conversations
Identify and drive expansion opportunities, including additional devices, integrations, training, services, and expanded usage
Help build a repeatable renewal and upsell process
Monitor account health and create strategies to reduce churn risk
Forecast renewals, expansion opportunities, and at-risk revenue
Work closely with Sales, Onboarding and leadership to align on account growth strategy
Support pricing conversations, quote preparation, and client negotiations when needed
Manage and maintain strong relationships with key client accounts
Act as a senior point of contact for strategic clients, escalations, renewals, and account growth conversations
Schedule and lead regular client check-ins, renewal meetings, and quarterly business reviews
Understand client goals, workflows, challenges, and adoption barriers
Help clients get long-term value from FabStation’s platform
Gather client feedback and share insights internally with Product, Onboarding, Support, and leadership
Travel to conferences, trade shows, and customer sites where required
Track client activity, communication, renewal status, account health, and next steps in HubSpot
Build and improve reporting around adoption, retention, renewals, expansion, and team performance
Identify trends across the customer base and recommend strategies to improve retention and revenue
Maintain an expert-level understanding of FabStation’s existing products and develop a strong understanding of new products and features