Lead Account Manager
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Job Description
Lead Account Manager at FabStation overseeing client success and account management in a remote role. Driving renewals, expansions, and building a high-performing customer success team.
Responsibilities:
- Lead, support, and manage a team of 3 Account Manager team members
- Build and improve the account management and customer success department as the company grows
- Improve processes for QBRs, renewals, upsells, account health tracking, and escalation management
- Set team goals, track performance, and hold the team accountable to retention, adoption, renewal, and expansion targets
- Coach team members on client communication, difficult conversations, renewal strategy, and upsell opportunities
- Own renewal performance across assigned accounts and support the team in renewal conversations
- Identify and drive expansion opportunities, including additional devices, integrations, training, services, and expanded usage
- Monitor account health and create strategies to reduce churn risk
- Manage and maintain strong relationships with key client accounts
- Schedule and lead regular client check-ins, renewal meetings, and quarterly business reviews
- Track client activity, communication, renewal status, account health, and next steps in HubSpot
- Build and improve reporting around adoption, retention, renewals, expansion, and team performance
Requirements:
- 5+ years of experience in account management, customer success or similar revenue operations roles with a mature B2B SaaS product.
- 2+ years of experience leading or mentoring a customer-facing team
- Proven track record managing renewals, expansion opportunities, and revenue targets
- Strong understanding of B2B SaaS account management and customer success processes
- Experience building or improving customer success, account management, or renewal processes
- Comfortable leading client meetings, renewal conversations, upsell discussions, and difficult conversations
- Ability to manage multiple priorities, accounts, team members, and follow-ups at the same time
- Strong problem-solving skills and ability to work cross-functionally with Sales, Product, Onboarding, and Support
- Organized, proactive, detail-oriented, and comfortable owning outcomes
- Comfortable learning and explaining software or technology products
- Experience with HubSpot
- Experience delivering client presentations, demos, business reviews, or executive-level updates is an asset
- Experience in construction, steel fabrication, manufacturing, SaaS, or technology is an asset
Benefits:
- Stock Options (after Year 1)
- 15 vacation days
- Company-wide holiday closure over Christmas
- 5 paid sick days
- Flexible schedule
- $2,000 CAD tech stipend (after Year 1)
- Comprehensive medical and dental package
- Company retreats
- Fully remote work environment
- Travel opportunities
- Opportunity to build and grow a department within a scaling SaaS company
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