Job Description

Senior Manager, Account Management

Department: Account Management Leadership

Employment Type: Full Time

Location: Canada - Remote (0002)

Reporting To: Lauren Chisholm

Compensation: CA$144,585 - CA$195,615 / year

Description

This is a flexible position and has the option of working in our Toronto office full time, hybrid throughout the week or working entirely remotely within Canada.

The Senior Manager, Account Management is responsible for leading a team of Account Managers to drive customer retention, expansion, and long-term value realization. This role ensures customers achieve outcomes aligned to their business goals while maximizing renewal rates and growth opportunities.

In addition to managing team performance, this role takes bigger ownership in segment-level outcomes (GRR, renewal risk, expansion) and operates as a strategic partner to Sales and CAM leadership.

How You'll Make an Impact

• Provide ongoing performance feedback, coaching, and career development support.
• Foster a high-performance, customer-centric culture aligned to company values.
• Develop and coach future leaders, including Managers and senior ICs, with clear succession planning.
• Align to and actively contribute to strategic workstreams that advance the overall Account Management function, beyond the needs of your individual segment or expansion targets.
• Own segment-level renewal health and risk mitigation strategy, not just individual account execution.
• Drive prioritization of resources (CAM, EMS, PS, Exec Outreach) across accounts to maximize impact.
• Partner closely with Professional Services, EMS, Support, Product, and CAM team to support customer satisfaction.
• Represent Account Management as needed in leadership planning, and cross-functional forums.
• Operate and make decisions with a company-first mindset, balancing segment priorities with broader business objectives.
• Monitor key performance metrics including expansion targets, renewal risk, customer health, and engagement.
• Drive adoption of tools, processes, and best practices across the team.
• Own operating cadence, reporting, and executive-ready updates for your segment.
• Travel may be required for customer events

We'd Love to See

• Experience leading a team of 5+ Account Managers or Sales Reps in a Manager capacity for more than 2 years
• Excellent communication, coaching, and stakeholder management skills.
• Ability to operate in a fast-paced, cross-functional environment.
• Demonstrated ability to influence beyond direct reports and lead through ambiguity
• Interest in AI and willingness to explore AI driven solutions to enhance performance and drive efficiencies

Base salary range 144,585 - 195,615 CAD

*Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.