Account Manager – Retention & Renewal

The Account Manager is responsible for maximizing customer retention, growth, and satisfaction across an assigned portfolio of accounts. This role combines strategic relationship management with a deep understanding of client goals to drive renewals, expansion, and long-term success. The Account Manager acts as the primary commercial partner, ensuring customers realize continuous value from GoCanvas solutions while contributing directly to company revenue objectives. 
Your Most Important Initiatives: 

Account Management & Growth 

• Manage a portfolio of accounts, serving as the primary contact for all renewal, expansion, and satisfaction initiatives. 
• Identify, develop, and execute strategies for horizontal and vertical expansion through Quarterly Business Reviews, Strategic Reviews, and Product Innovation discussions. 
• Collaborate closely with key stakeholders to align solutions with business objectives and demonstrate value realization. 
• Leverage data insights to track adoption, drive performance metrics, and refine account strategies for maximum growth. 

Retention & Renewals 

• Own renewal processes, ensuring timely execution of contract negotiations, renewals, and price adjustments. 
• Develop and implement proactive save plans to mitigate churn, address at-risk accounts, and maintain a healthy book of business. 
• Monitor customer health and engagement through data-driven tools to anticipate and resolve potential retention risks. 
• Consistently meet or exceed retention and expansion revenue goals through renewal optimization and customer advocacy. 

Customer Advocacy & Escalations 

• Act as a trusted advisor and advocate, ensuring customers’ voices are represented across internal teams. 
• Serve as the escalation point for customer issues, coordinating resolutions with cross-functional partners in a timely and professional manner. 
• Partner with internal Customer Success, Professional Services, Billing, and Product teams to enable seamless execution and customer satisfaction. 

Collaboration & Reporting 

• Collaborate across departments to identify upsell, cross-sell, and renewal opportunities. 
• Provide leadership with forecasts and insights on customer retention, account health, and revenue projections. 
• Track and report on KPIs for expansion, renewal, retention, and satisfaction to drive continuous process improvement. 

• 3–5 years of experience in account management, customer success, or retention-focused roles, ideally in a SaaS or subscription-based environment 
• Proven ability to drive renewals, expansion, and retention through consultative account management practices 
• Strong communication, relationship management, and problem-solving abilities 
• Analytical mindset with experience leveraging data for decision-making and strategy optimization 
• Proficiency with CRM platforms (Salesforce) and customer engagement tools 
• Ability to work cross-functionally and effectively manage multiple, concurrent priorities 

• Salesforce for CRM and account management 
• ChurnZero for customer health tracking 
• Salesloft and Gong for communication and engagement management 
• Zendesk and Intercom for support and billing coordination 
• Billing, Invoicing, and Reporting systems for GoCanvas, Device Magic, and SiteDocs 

Why Join Us? 

Join a mission-driven team focused on proactive customer success and long-term partnership. You'll collaborate with supportive colleagues, impact business growth, and play a critical role in ensuring our customers thrive with GoCanvas & SiteDocs solutions. 
 
Our success is rooted in a wonderfully wholesome culture, best defined by our four overarching values: 

• Authentic Relationships - People are never a means to an end. 

• Continuous Learning - Test every assumption and never stay stagnant. 

• Interdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail together. 

• Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data. 

If you have any questions about your personal data privacy at SiteDocs, please visit our privacy page. 
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If you need special assistance or accommodation while seeking employment with us, please email [email protected] or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work in Canada. However, we are not able to sponsor visas. 
 
We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected base salary range for this position is about $77,300-$96,400 USD. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location. 
 
 
This role is a #LI-Remote opportunity.