Strategic Account Manager (SaaS)

TL;DR

Strategic Account Manager (SaaS): Driving retention and expansion of high-value retail customers within the North American market with an accent on Net Revenue Retention (NRR) and strategic account growth. Focus on building long-term trusted partnerships, optimizing product adoption, and translating customer usage data into actionable growth strategies.

Location: Must be based in or able to work from Montreal (Hybrid/Remote policies mentioned)

Company

Cloud commerce platform helping merchants innovate to simplify, scale, and provide exceptional customer experiences across retail, hospitality, and golf businesses.

What you will do

• Act as the primary point of contact and account owner for the highest-valued customers.
• Develop and execute growth and retention strategies to maximize Net Revenue Retention (NRR).
• Plan and deliver Business Reviews and Success Plans to align with client goals and objectives.
• Analyze customer usage data and health indicators to proactively manage account retention and growth.
• Collaborate cross-functionally with internal teams to resolve at-risk events and ensure customer satisfaction.
• Funnel customer feedback to internal teams to address product gaps and improve the customer journey.

Requirements

• Minimum 5+ years experience in enterprise-level Customer Success or Account Management in B2B environments.
• Proven track record of owning retention and growth (NRR) for a large book of business.
• Demonstrated ability to anticipate change and proactively adjust priorities and strategies.
• Experience contributing to initiatives that build the foundation of a new team.

Nice to have

• Bachelor’s degree in a relevant field.
• Experience in fast-paced SaaS or technology-related fields.
• Industry expertise in the retail sector.

Culture & Benefits

• Flexible work environment with remote work policies.
• Equity options and 401k contributions.
• Comprehensive health and wellness credit.
• Enhanced parental leave and flexible paid time off.
• Continuous learning and training opportunities to grow your career.
• Computer purchase program for personal Macbooks.