Strategic Account Manager - Fire Protection

Guardian Fire Protection Services, LLC

About The Position

The Strategic Account Manager is responsible for developing and managing long-term client relationships, expanding share of wallet, and driving strong financial performance across assigned accounts. This role ensures fulfillment of contractual obligations while leading successful contract renewals. Each Strategic Account Manager is assigned a portfolio of key accounts within a defined region or vertical. The ideal candidate is a true "farmer" focused on growing existing relationships, delivering a high level of customer satisfaction, and identifying opportunities for expansion. Experience in fire and life safety or SaaS environments, particularly within private equity–backed organizations, is strongly preferred. The role reports directly to the Chief Revenue Officer.

Requirements

5+ years of account management or customer success experience.
Experience managing national or large multi-site accounts with complex stakeholder structures.
Background in the fire safety, inspection, or compliance industry strongly preferred.
Proven success in retention, growth, and expansion within an existing book of business.
Experience in a private equity–backed or high-growth environment is a plus.
Strong communication, relationship-building, negotiation, and strategic planning skills.
Proficiency in CRM systems, AI tools, and Microsoft Office Suite.
Ability to collaborate effectively with cross functional teams.

Nice To Haves

Background in the fire safety, inspection, or compliance industry strongly preferred.
Experience in a private equity–backed or high-growth environment is a plus.

Responsibilities

Serve as the primary relationship owner for assigned key accounts, developing strong partnerships that ensure high levels of satisfaction and retention. Client relationships should be at all levels of each customer organization including site, district, regional and corporate.
Develop strategic account plans for each assigned client, ensuring strong long-term financial performance and YOY double-digit revenue growth.
Lead recurring account engagements, including QBRs, performance reviews, and renewal planning.
Monitor account health, mitigate risks, and maintain deep understanding of customer goals and operational workflows.
Develop, track, and report on key performance indicators (KPI's)
Ensure each assigned account delivers strong financial performance. Successfully implement annual price adjustments with customers to align with market levels.
Identify and pursue upselling, cross-sell, and multi-site expansion opportunities within existing accounts.
Ensure opportunities for growth are captured in all geographies with rapid engagement following Guardian expansion into new markets (M&A).
Partner with Sales to structure and negotiate renewals and expansion contracts. Take ownership for response to complex client RFPs.
Use data and product insights to recommend solutions that increase customer value and service adoption.
Ensure customer notes and other relevant information is maintained and updated real-time in required CRM systems and databases (including Salesforce).
Implement a structured account management playbook, ensuring consistent customer engagement, adoption milestones, and communication cadences.
Standardize best practices across accounts and contribute to improving tools, templates, and reporting processes.
Collaborate cross-functionally with operations and M&A integration to ensure seamless customer experiences including the roll-out of new services.
Leverage fire safety industry knowledge to guide customers on compliance, operational efficiency, and workflow optimization.
Capture customer feedback and market insights to inform strategic initiatives.
Represent the organization at industry events, conferences, and strategic partner meetings as needed.