Account Manager

We are looking for an Account Manager to own and grow a portfolio of our most valuable relationships. You'll be the strategic point of contact for existing customers, expanding accounts through upsells and cross-sells, driving renewals, and acting as a trusted advisor who helps users get maximum value from our platform.

This is a hybrid role based in Toronto, ideal for an experienced account management professional who thrives on relationship-building, revenue growth, and cross-functional collaboration.

What You'll Do

• Own a portfolio of high-value accounts, leading relationships and acting as a strategic advisor

• Develop and execute account plans that identify expansion opportunities, renewal risk, and long-term growth strategy

• Drive net revenue retention through upselling, cross-selling, and contract renewals

• Conduct regular business reviews (QBRs) with stakeholders, including senior and C-suite decision-makers

• Partner cross-functionally with Sales, Customer Success, and Product, to ensure customers receive a seamless experience

• Monitor account health metrics (usage, satisfaction, churn risk) and proactively address issues before they escalate

• Negotiate contract renewals and pricing in collaboration with Sales

• Maintain accurate account data, forecasts, and pipeline in Hubspot

Who You Are

• 5+ years of experience in account management, customer success, or B2B sales in a SaaS or tech environment

• Proven track record of growing accounts and hitting/exceeding retention and expansion revenue targets

• Experience managing enterprise or mid-market relationships, including multiple stakeholders within an organization

• Strong consultative and negotiation skills, with the ability to align customer goals with product capabilities

• Excellent verbal and written communication skills; you're confident presenting to senior leadership and executives

• Proficiency with CRM tools (Salesforce, HubSpot, or similar)

• Analytical mindset; you're comfortable using data to build account plans and identify growth opportunities

• Bonus points: you've worked at a healthcare tech company, you understand the clinician experience, are familiar with EMR/EHRs

Is this you?

You treat account management as a craft, not a check-in call. You have a system for reading account health beyond what's in the CRM. You think in relationships and revenue at the same time, you don't see them as trade-offs. You'd rather fix why an account is at risk than just talk the client down from churning. And you can feel at home in a ~40-person company where you own outcomes directly.

What success looks like

1 month: You've taken over your full portfolio; every relationship, every renewal date, every open thread. People already notice you know the accounts, not just the contract terms. You know which clients are genuinely healthy and which ones are quietly at risk, regardless of what the dashboard says.

3 months: You've closed or meaningfully progressed at least one expansion or upsell. You've found and fixed a process gap that was costing the team time or customer trust; a broken handoff, a QBR nobody was using, a renewal that kept surprising people. You own the full outcome of at least one account end-to-end, not just your slice of it.

9 months: You're a proven revenue driver, not just a relationship-holder and your accounts show it in the numbers. You've grown at least one client relationship from "vendor" to "strategic partner." You're trusted to shape how the team runs account planning, forecasting, or onboarding, not just execute it.