Manager, Account Management Team

Lumivero•, (Multiple States)

4d•$110,000 - $130,000

About The Position

Lumivero is hiring a Manager of Account Management to lead the Account Management function within the Experiential Learning Cloud (ELC) Student Success team. This is a player-coach role responsible for both leading the Account Management team and personally managing a strategic book of customer accounts. The Manager will be accountable for achieving individual renewal, migration, conversion, and expansion targets while ensuring the broader AM team delivers against quota through coaching, forecasting, performance management, and operational excellence. ELC is Lumivero's field placement and clinical education management platform, built on Sonia and Tevera product heritage, serving higher education institutions across the US, EMEA, and ANZ. This role includes direct oversight of an Australia / New Zealand-based Account Manager and requires regular overlap with ANZ business hours.

Requirements

5+ years in account management, customer success, or renewals within B2B SaaS, including at least 2 years directly managing a team
Experience managing a distributed or international team, and genuine willingness to work a schedule that regularly includes evening or late-night hours to overlap with an ANZ based team member and customers
Track record owning renewal and retention targets and coaching reps through escalations and at-risk accounts
Comfort working cross functionally with Legal, Implementation, RevOps, and Support to resolve contract and account issues
Experience with Salesforce or comparable CRM
Strong written and verbal communication; able to represent the team to senior leadership and to customers directly on escalated issues

Nice To Haves

Experience in higher education, field placement, or clinical education software is a plus

Responsibilities

Lead, coach, and develop the ELC Account Management team, conducting regular 1:1s, performance reviews, pipeline inspections, and career development conversations.
Hold each Account Manager accountable for achieving individual renewal, migration, conversion, expansion, and retention targets while proactively identifying risks and coaching to improve performance.
Personally manage a strategic portfolio of customer accounts, renewals, Sonia-to-ELC migrations, student-pay to institution-paid conversions, and expansion opportunities to achieve an individual quota.
Own overall team quota attainment by monitoring forecast accuracy, pipeline health, account coverage, and pacing toward monthly, quarterly, and annual goals.
Serve as the primary escalation point for complex customer renewals, commercial negotiations, at-risk accounts, and implementation or support issues.
Partner with the Director of Sales to develop territory plans, establish account assignments, optimize capacity, and support hiring decisions.
Work cross-functionally with Customer Success, Implementation, Support, Product, Legal, RevOps, and Solutions Engineering to remove obstacles and deliver successful customer outcomes.
Establish and reinforce best practices for renewal execution, migration planning, conversion strategy, forecasting, CRM hygiene, and customer engagement.
Review account strategies with the team on a regular cadence, providing coaching on deal strategy, negotiation, customer risk, and expansion opportunities.
Report team performance, forecast, renewal health, retention metrics, and strategic account updates to the Director of Sales.
Adjust working hours as needed to effectively support the ANZ-based Account Manager and customers through regular collaboration, coaching, and customer engagement.