Strategic Account Manager

Role OverviewStrategic Account Manager (SAM) to join our Customer Success team in Vancouver. You’ll work cross-functionally with our customer support and technical support teams to build and enhance product knowledge, enabling you to support customers with high-quality service. You\'ll work closely with our enterprise clients to help them maximise the value of our PLMS software, managing the client relationship and ensuring technical success.At Acorn PLMS, we are on a mission to transform the corporate learning experience. Our AI-powered Performance Learning Management System (PLMS) software is designed to ensure what people learn directly contributes to exceptional performance in business. We are standardising and industrialising processes for scale, documenting daily practices and creating a scalable playbook for delivering excellent service to customers moving forward.Location: Vancouver, Canada — this is an in-office role. We are an office-first company and candidates should be within commuting distance to our Gastown, Vancouver offices.Why you should apply: We value growth, collaboration, and solving complex problems. If you feel you\'re the right fit but lack exact experience, tell us why in an awesome cover letter.5 Key CapabilitiesThe 5 levels (Foundational, Developing, Proficient, Advanced, Expert) are used to guide capability expectations for this role.Client Relationship Management - Proficient: Manages complex client relationships independently, ensuring high client satisfaction.Sales and Account Expansion - Proficient: Confidently handles upsell and cross-sell, contributing to account growth.Technical Solutions and Product Expertise - Proficient: Advises clients on optimal use of PLMS to enhance performance.Business Insight and Strategic Guidance - Proficient: Independently conducts full reviews, contributing strategic guidance to client initiatives.Cross-Functional Collaboration - Proficient: Manages multiple team interactions, facilitating smooth implementations.Key ResponsibilitiesServe as the primary point of contact for assigned enterprise clients, managing day-to-day relationships and ensuring ongoing satisfaction and retention.Partner with clients to understand their business goals and translate them into effective use of Acorn PLMS capabilities.Provide proactive technical guidance, product expertise, and best-practice recommendations to optimise platform adoption and utilisation.Conduct regular business reviews, delivering data-driven insights and strategic advice to enhance client outcomes.Identify opportunities for account growth through upselling, cross-selling, and renewals in collaboration with Sales and Customer Success teams.Collaborate cross-functionally with Support, Product, and Implementation teams to ensure smooth client onboarding, technical delivery, and issue resolution.Contribute to the development and documentation of scalable SAM processes, playbooks, and customer success frameworks as we continue to grow.Maintain accurate account health data and activity records in our CRM to support visibility and decision-making across the business.Required Experience3–5 years’ experience in a Strategic Account Management, Customer Success, or similar client-facing technical role within SaaS or enterprise software environments.Proven ability to manage complex client relationships independently, delivering measurable outcomes and exceptional customer experiences.Strong technical aptitude and ability to quickly understand software platforms — experience with AWS or similar environments is advantageous.Excellent communication and stakeholder management skills, with the ability to explain technical concepts to non-technical audiences.Demonstrated success in identifying opportunities for account growth and supporting sales teams through renewals or expansions.Proactive, solutions-focused mindset with strong organisational skills and the ability to manage multiple clients and priorities simultaneously.Collaborative approach — comfortable working cross-functionally with technical, product, and customer teams in a fast-paced scale-up environment.About AcornAcorn is the hub for learning and performance for millions of active learners globally. The work you do helps real people grow professionally and personally. We are a fast-growing, global platform with opportunities to learn and make an impact.For more about life at Acorn, our values, and working with us, visit our website at https://acorn.works and see our Life At Acorn video here: https://youtu.be/2BGUk-n3FrQ?si=U_sS1Y5ZSP0tNtZW #J-18808-Ljbffr