Account Manager, Bilingual
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Job Description
Account Manager managing customer success, renewals, and expansion for FabStation, an augmented reality manufacturing software platform. Supporting steel fabrication clients across Canada and relevant time zones.
Responsibilities:
- Manage and maintain relationships with assigned client accounts
- Act as the main point of contact for client questions, concerns, renewals, and account updates
- Monitor client usage, adoption, and overall account health
- Identify at-risk accounts and create action plans to improve engagement
- Schedule and lead regular client check-ins, renewal meetings, and quarterly business reviews
- Understand clients’ goals, challenges, and workflows
- Identify opportunities for upsells, additional devices, training, integrations, or expanded usage
- Collaborate with Sales, Product, Onboarding, and Support teams to resolve client issues
- Track client activity, communication, and next steps in HubSpot
- Support renewal conversations and help maintain strong retention rates
- Gather client feedback and share insights internally to improve the product and customer experience
- Obtain an expert-level understanding of existing products and develop an understanding of new products
- Travel to conferences, trade shows, and clients where required
Requirements:
- Post-secondary education in Business or related fields or an equivalent combination of education and experience
- 3+ years of experience in account management, customer success, or sales
- 3+ years of experience managing renewals and expansion opportunities
- Proven track record of hitting renewal targets and upsell quota
- Strong communication and relationship-building skills
- Comfortable speaking with clients regularly over email, phone, and video calls
- Ability to manage multiple accounts, priorities, and follow-ups at the same time
- Organized, proactive, and detail-oriented
- Comfortable learning and explaining software or technology products
- Strong problem-solving skills and ability to handle difficult client conversations professionally
- Fluent English required
- Fluent French required
- Experience with HubSpot or CRM an asset
- Experience delivering client presentations, demos, or business reviews is an asset
- Experience in construction, steel fabrication, manufacturing, SaaS, or technology is an asset
- Must be legally eligible to work in Canada
Benefits:
- 15 vacation days + 5 paid sick days
- Company-wide holiday week closure over Christmas
- Flexible schedule
- $2,000 CAD tech stipend after Year 1
- Comprehensive medical, dental and vision package
- Company retreats
- Fully remote work environment
- Travel opportunities
- Commission: $20,000–$40,000
- OTE: $100,000–$130,000
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