Account Manager

The Account Manager is responsible for maximizing customer retention, growth, and satisfaction across an assigned portfolio of accounts. This role combines strategic relationship management with a deep understanding of client goals to drive renewals, expansion, and long-term success. The Account Manager acts as the primary commercial partner, ensuring customers realize continuous value from GoCanvas solutions while contributing directly to company revenue objectives.

Key Responsibilities

Account Management & Growth

• Manage a portfolio of accounts, serving as the primary contact for all renewal, expansion, and satisfaction initiatives.

• Identify, develop, and execute strategies for horizontal and vertical expansion through Quarterly Business Reviews, Strategic Reviews, and Product Innovation discussions.

• Collaborate closely with key stakeholders to align solutions with business objectives and demonstrate value realization.

• Leverage data insights to track adoption, drive performance metrics, and refine account strategies for maximum growth.

Retention & Renewals

• Own renewal processes, ensuring timely execution of contract negotiations, renewals, and price adjustments.

• Develop and implement proactive save plans to mitigate churn, address at-risk accounts, and maintain a healthy book of business.

• Monitor customer health and engagement through data-driven tools to anticipate and resolve potential retention risks.

• Consistently meet or exceed retention and expansion revenue goals through renewal optimization and customer advocacy.

Customer Advocacy & Escalations

• Act as a trusted advisor and advocate, ensuring customers’ voices are represented across internal teams.

• Serve as the escalation point for customer issues, coordinating resolutions with cross-functional partners in a timely and professional manner.

• Partner with internal Customer Success, Professional Services, Billing, and Product teams to enable seamless execution and customer satisfaction.

Collaboration & Reporting

• Collaborate across departments to identify upsell, cross-sell, and renewal opportunities.

• Provide leadership with forecasts and insights on customer retention, account health, and revenue projections.

• Track and report on KPIs for expansion, renewal, retention, and satisfaction to drive continuous process improvement.

Tools & Systems

• Salesforce for CRM and account management

• ChurnZero for customer health tracking

• Salesloft and Gong for communication and engagement management

• Zendesk and Intercom for support and billing coordination

• Billing, Invoicing, and Reporting systems for GoCanvas, Device Magic, and SiteDocs

Qualifications & Skills

• 3–5 years of experience in account management, customer success, or retention-focused roles, ideally in a SaaS or subscription-based environment

• Proven ability to drive renewals, expansion, and retention through consultative account management practices

• Strong communication, relationship management, and problem-solving abilities

• Analytical mindset with experience leveraging data for decision-making and strategy optimization

• Proficiency with CRM platforms (Salesforce) and customer engagement tools

• Ability to work cross-functionally and effectively manage multiple, concurrent priorities

Success Metrics

• Achievement of renewal, retention, and expansion revenue goals

• Growth in customer referral rates and account penetration

• Maintenance of a healthy, satisfied, and expanding customer base

All your information will be kept confidential according to EEO guidelines. #LI-LZ1 #GoCanvas

We are an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy or parental status, national origin, age, disability, genetic information, veteran status, citizenship, marital status, or any other status protected by applicable law.

We are committed to providing reasonable accommodations for qualified individuals in accordance with applicable laws. If you require assistance or an accommodation during the application or hiring process, please contact us.

In accordance with applicable pay transparency laws, compensation for this role will be determined based on qualifications, experience, and business needs. Base pay is one component of our total rewards program, which may also include incentive compensation, bonuses, and a comprehensive benefits package. We encourage candidates to apply even if their experience does not align perfectly with every qualification.

WHAT WE OFFER: 

• People-focused culture that values collaboration, innovation, and continuous improvement.
• Competitive compensation and benefits package.
• Retirement savings program with employer contributions;
• Paid time off and company-recognized holidays.
• Health and well-being benefits, including medical, dental, and vision coverage.
• Resources for learning and development, including access to training and learning platforms.
• Opportunities for career growth and internal mobility.
• Employee assistance and well-being resources.
• Employee discounts and other optional perks.