REMOTE WHOLESALE SALES ACCOUNT MANAGER

Overview Hemlane is the future of long-term rentals. Think Airbnb, but for annual leases, and backed by real humans plus powerful software, working together to take the hassle out of property management. We’re reimagining how rental owners, managers, and tenants connect, and we’re doing it with speed, intelligence, and heart.

The Key Account Manager plays a critical role at Hemlane, owning the health, retention, and growth of high-value customer accounts. This role is responsible for maintaining and expanding recurring revenue by reducing churn and downgrades while driving upgrades and expansion within existing accounts.
This position is designed for a strong relationship manager who can combine strategic outreach with operational rigor, empathy, and commercial judgment. The Key Account Manager proactively engages customers with meaningful MRR impact, especially those showing cancellation or downgrade intent, and owns outcomes end to end. This role is ideal for someone who thrives in nuanced customer situations, is energized by saving and growing accounts, and can build scalable processes while staying close to the customer voice.

Onboard Large Accounts
Own onboarding for high-value (“large”) owner accounts, collaborating closely with Sales.
Manage onboarding from handoff through activation, including:
Actioning tenant outreach needs previously sitting with Support
Ensure the account reaches early success milestones and feels supported through their subscription term

Own the full retention and expansion motion for customers with $500+ MRR, with accountability for achieving 100%+ net revenue retention.
Proactively manage renewals, downgrades, cancellations, and upsells to preserve and grow MRR
Reach out via phone, email, and other channels to diagnose root causes of concern, address objections, and drive save or expansion outcomes
Manage high-stakes, “at-risk” customers end to end, balancing empathy with clear communication of Hemlane’s value, policies, and solution based next-steps
Handle nuanced “gray area” cases that require relationship management outside of sales lifecycle or Technical Support workflows (e.g., service misunderstandings, post-resolution frustration, refund threats)
Manage Large Account Relationships
Conduct quarterly check-ins with Hemlane’s largest customers ($500+ MRR) to reinforce value, surface risks early, and identify growth opportunities
Build thoughtful relationship plans for top accounts, including goal alignment, portfolio-level performance review, and partnership strengthening
Track account sentiment and usage signals, escalating risks or strategic opportunities to Sales or Leadership as needed

Identify repeat churn drivers and collaborate with Product, Leasing, Support, and Sales on solutions that reduce future risk
Share insights clearly and consistently, helping the company understand why customers leave and what changes drive retention

Customer Advocacy & NPS Recovery
Act as the primary owner for negative customer sentiments including handling all outreach for low-scoring NPS responses
Customer-first communication: empathetic, confident, and able to balance care with policy
Cross-functional collaboration: naturally pulls in Sales/Product/Support/Leasing to solve root problems
Excellent phone presence: clear, persuasive, calm under pressure, and proactive

Be part of a fun, positive, and fast-growing sales team where collaboration and creativity are valued every day.
Access hands-on training and direct mentorship from experienced leaders who invest in your career growth.
Grow quickly within a small, high-performing sales organization with clear paths for advancement.
Develop cross-functional skills by working closely with our marketing, product, and operations teams.
Churn-save rate improves for $50+ MRR accounts (downgrades and cancels)
Quarterly check-ins completed for all $500+ MRR customers, with clear notes and follow-ups logged
Low NPS outreach consistently executed, with recovered sentiment and documented themes
Large-account onboarding moved off Technical Support’s workload (tenant outreach) with smooth handoffs and measurable activation success
Upsell pipeline established and producing consistent incremental MRR

Calgary with a 3-day work week in office policy.

Hemlane is one of the fastest-growing real estate tech platforms with $12M+ in funding. Founded in San Francisco, our world-class founders and investors come from elite backgrounds at top technology companies. They have now set their eyes on property management.

Property management is a $52B industry that has not changed in over 100 years. Over 72 percent of rentals are not managed by traditional property managers. Hemlane provides the alternative that rental owners have been looking for, opening up the opportunity of property management through a flexible and automated solution. We make residential real estate better for everyone involved - owners, leasing agents, managers, and tenants.