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About the role
- Account Manager retaining and expanding GovStack’s government-sector software accounts. Managing renewals, adoption, strategic growth, and client relationships from Waterloo’s hybrid office.
Responsibilities
- Manage a portfolio of government and public sector accounts
- Build relationships with executive sponsors, operational stakeholders, and platform users
- Develop account plans aligned with strategic customer objectives
- Conduct regular client meetings, executive business reviews, and Quarterly Business Reviews
- Maintain account intelligence, stakeholder maps, risks, opportunities, and growth plans
- Serve as the primary point of contact for post-sale commercial matters
- Ensure clients realize ongoing value from GovStack investments
- Identify, position, and close opportunities for DocRemedy, Service Hub, and other strategic solutions
- Own account commercial health, client engagement, product adoption, retention, revenue growth, and Net Revenue Retention
- Escalate and resolve issues proactively and coordinate internal resources
- Manage renewals, expansion, cross-selling, and annual pricing adjustments
- Build expansion pipelines in HubSpot and forecast revenue opportunities, renewals, risks, and client health
- Develop retention and expansion plans to offset churn risk and grow portfolios
- Provide strategic advice, industry recommendations, best practices, ROI demonstrations, and business-value guidance
- Monitor customer satisfaction, measure and improve NPS, and identify churn risks
- Collaborate with Customer Support, Implementation, Product, Marketing, Revenue Leadership, and Sales Leadership
Requirements
- 2-5 years in an Account Management/SAAS Technology role
- Selling into the public sector is a nice-to-have
- Ability to manage and grow a portfolio of government and public sector accounts
- Ability to build relationships with executive sponsors, operational stakeholders, and platform users
- Ability to develop account plans aligned with strategic customer objectives
- Ability to manage renewals, expansion, cross-selling, retention, ARR growth, and NRR targets
- Ability to build and manage expansion pipelines within HubSpot
- Ability to forecast and report on revenue opportunities, renewals, risks, and client health
- Ability to monitor customer satisfaction, measure and improve NPS, and identify churn risks
- Strong cross-functional collaboration with Customer Support, Implementation, Product, Marketing, Revenue Leadership, and Sales Leadership
Benefits
- Hybrid work model with in-office collaboration and flexibility
- Competitive compensation
- Reasonable accommodation for applicants with disabilities throughout the recruitment and selection process
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