Account Manager

Role: Account Manager 

Location: US - Remote (See eligible states below)

This is an evergreen posting. While we may not have an immediate opening, we keep this role open because we are always looking for exceptional talent in this area.

Role Overview: 

The Account Management team is at the core of Canto. We focus on making a real business impact for customers, not just supporting the technical specs of our product. Account Managers are expected to coach customers to optimize their sales strategy to take advantage of the best practices. We're one of the bigger teams at Canto and we work to connect cross-functional stakeholders from product, marketing, and even engineering with customers. The ownership is tangible on this team - our customers' pain is our pain and their win is our win. 

Role Responsibilities – What you will be doing 

• Highly organized with strong project management and time management skills - prioritizing workload in order to deliver client commitments and meet deadlines  

• Keep opportunities & contacts up-to-date in SFDC with actionable next steps   

• Build trust and credibility with our customers as evidenced by positive customer feedback  

• Actively Identify opportunities for account expansion and revenue growth   

• Execute customer renewal cycles between 120-90 days prior to the account’s respective subscription end date.  

• Strong organization and documentation skills in Salesforce to track account reviews   

• Clearly document account health checks in preparation to communicate recommendations back to customers to ensure they're maximizing Canto’s impact.   

• Know when to escalate customer situations to management and appropriately handle support issues and customer concerns in a timely manner   

• Understand the contractual language of all your customers and where we need to “shore up” existing contracts to ensure ongoing success for Canto. 

• Research important details about existing customers (companies’ latest venture capital funding, hiring goals, stakeholders, adoption and success metrics/criteria, etc.) in order to facilitate expansion opportunities  

• Partner cross-functionally with Sales, Implementation, and Product teams to ensure a smooth transition from customer onboarding through the annual renewal cycle; serving as their consistent point of contact in order to deliver a seamless, high-quality customer experience. 

• Be proactive in strategic planning; deliver value-based messaging to motivate customer actions and continuously plot the course for strong cases for customer renewals. 

• Strategically plan customer 12-month roadmaps which continuously progress the customer towards their specific platform goals, account growth, and overall success with Canto. 

• Facilitate, on target or above, quarterly discovery conversations and perform account health checks to proactively identify opportunities to increase the value add of upgrade offerings and advocate to expand the footprint of Canto within your owned customers’ business.  

Required Qualifications & Experience 

• 3-5 years of CSM relationship or account management experience working in software as a service (SaaS). Plus: Proven track record of ability to upsell add on products.  

• Ability to successfully analyze customer accounts, identifying churn signals and escalating at-risk accounts in a timely manner  

• Be extremely customer-centric, working with the customer to create a success plan, achieve customer business objectives and drive adoption of the platform  

• Create account growth opportunities, presenting and selling across executive-level decision makers, providing value-based solutions and building strong relationships   

• Continually measure and monitor Customer Health metrics and KPIs. Proactively identify issues and coordinate with Canto teams to proactively remediate issues as they are identified.  

• Highly proficient in leveraging internal tools, including ChurnZero and Pendo, to centrally monitor customer activity and other key data points to Identify risk and growth opportunities  

• Proven record of regularly exceeding all assigned targets and goals, including net retention and activity metrics.    

• Strong ability to contribute thoughtful client feedback to help elevate our product   

• Strong Forecasting and Pipeline growth/management:  

• Ability to deliver accurate Gross, Upsell, Net forecast and accurately identify churn risk accounts  

• You can produce and close the expansion pipeline   

• Ability to analyze business data to surface problems and proactive solutions to drive business value   

This position is eligible for hire in the following states: AZ, CA, CO, CT, FL, GA, IA, ID, IL, MA, MD, ME, MI, MN, MS, NC, NY, OR, PA, SC, TX, UT, WA & WI. Candidates must reside in or be willing to relocate to one of these states at the time of employment. Please note that this list may be subject to change and updates based on the company's operational requirements and staffing needs. Applicants are encouraged to check the eligibility criteria carefully before applying