About this role
Account Success Manager - Calgary, AB (on-site)
Our client is an innovative property technology company dedicated to transforming the residential property industry. As they scale, they are seeking an Account Success Manager to own and grow key account relationships.
In this role, you will act as a strategic partner to an established account portfolio, ensuring clients realize measurable value from the platform while identifying opportunities for growth and expansion. This position balances high-touch relationship management with strong cross-functional collaboration, particularly with product teams, to align client needs with platform development.
What You’ll Do
Account Management and Growth
• Build and maintain deep relationships across your account portfolio, serving as the primary point of contact and trusted advisor.
• Identify and execute growth opportunities by matching upsell and cross-sell solutions to the specific needs of your accounts.
• Lead strategic business reviews and executive check-ins to reinforce value delivery and maintain long-term alignment.
Retention and Performance Optimization
• Monitor key success metrics—including Net Revenue Retention (NRR), account health, and Product Adoption Rate—to mitigate churn risks proactively.
• Analyze account data and trends to provide actionable insights and recommendations both internally and to external partners.
• Resolve account escalations efficiently while protecting the long-term health of the partnership.
Product and Cross-Functional Collaboration
• Partner closely with Product teams to craft user stories, groom backlog items, and prioritize feature requests based on partner feedback.
• Translate technical updates into clear, business-value-focused release communications and customer-facing notes.
• Contribute to roadmap planning and feature validation by bringing direct account insights and use cases to the product lifecycle.
What You'll Bring
• 5+ years of experience in account management, customer success, or a related customer-facing role within a B2B SaaS environment.
• Proven track record of managing and growing strategic accounts, with clear results in upselling, cross-selling, and retention.
• Direct experience working cross-functionally with Product teams, including contributing to user stories, backlog management, or translating product releases.
• Strong communication and relationship-building skills, with comfort presenting to executive stakeholders.
• A strategic thinker with operator instincts who is both resourceful and data-driven.
• Experience or familiarity with PropTech, real estate, or construction technology is an asset.
This is an opportunity to join a growing company focused on solving a major consumer pain point, where you can directly influence client success, shape product direction, and mentor a developing team within a highly collaborative environment.