Strategic Account Manager

7shifts•Toronto, ON

5d•CA$72,000 - CA$108,000•Hybrid

About The Position

As a Strategic Account Manager (SAM) for our SMB segment, you’ll build relationships with high-potential customers and engage them at key moments in their journey. Using a data-driven expansion playbook and intent-based outreach, you’ll assess customer needs and guide their next steps. Reporting to the Senior Manager, Account Management, you’ll act as a trusted advisor, identifying the next best action or product to help customers maximize ROI and unlock more value from 7shifts. Through proactive engagement and clear insights, you’ll drive expansion while strengthening retention and long-term loyalty.

Requirements

Experience in a high-volume, quota-carrying tech sales role (e.g., Account Executive, Expansion Account Executive, Account Manager, Customer Success Manager), with a strong track record of hitting or exceeding targets
Proven ability to uncover customer needs through deep discovery and drive value-based expansion within existing accounts
A bias for action and urgency, balanced with a thoughtful, strategic approach to managing your book of business
Strong proficiency in using sales tools and data to prioritize opportunities, manage pipeline, including a CRM (e.g. Salesforce), and ideally a customer success platform (e.g. Gainsight, Vitally, ChurnZero)
A solutions-oriented approach, with confidence in handling objections and addressing customer pain points
Adaptability and resilience in a fast-paced, evolving environment, with a willingness to learn and continuously improve
Proficiency in utilizing AI tools to drive efficiency in day-to-day operations, including automating repeatable workflows and increasing productivity

Nice To Haves

Experience in or exposure to restaurant tech (e.g., POS, ATS, payroll, online ordering, reservations, inventory management)
Familiarity with restaurant operations, industry trends, and best practices
Proficiency in Spanish or French

Responsibilities

Manage a dynamic book of SMB customers, building strong relationships that drive retention, loyalty, and expansion
Use customer usage data, firmographics, and tech stack insights to identify the next best action and deepen product adoption
Act as a strategic advisor: run consultative discovery and value-based demos that connect customer challenges to clear, measurable ROI
Own and prioritize a pipeline of expansion opportunities (upsells, add-ons, location growth) to consistently hit MRR targets
Proactively identify and pursue new revenue opportunities through outbound and rep-led motions within your book of business
Use AI to work smarter: prioritize your book, prep for calls, personalize outreach at scale, and build those habits into how you run your day
Capture customer insights and friction points, share them with Product to improve the journey, and source testimonial stories for Marketing
Maintain strong data hygiene and execute targeted outreach using tools like Salesforce, Gong, and Slack
Partner cross-functionally with Onboarding, Service Delivery, and Product to ensure smooth activation and ongoing success