Key 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. Responsibilities Onboard Large Accounts Own onboarding for high-value ("large") owner accounts, collaborating closely with Sales. Manage onboarding from handoff through activation, including: Aligning with owners on goals and Hemlane responsibilities Coordinating setup and portfolio readiness Actioning tenant outreach needs previously sitting with Support Ensure the account reaches early success milestones and feels supported through their subscription term Own Revenue Retention & Expansion 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) Identify and act on expansion opportunities, including portfolio growth, increased complexity, feature adoption gaps, and workflow needs 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 Churn Reporting & Retention Insights Fully own churn and downgrade reporting, transitioning this responsibility from Product Maintain accurate churn dashboards and reporting cadence, including trends, save rates, root causes, and revenue impact 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 Close the loop with empathy and urgency, aiming to recover trust, resolve issues, and prevent churn Document themes from detractors and partner cross-functionally to eliminate repeat pain points Core Competencies & Skills Retention & objection handling mastery: able to deescalate churn threats while driving outcomes Customer-first communication: empathetic, confident, and able to balance care with policy High ownership and follow-through: takes complex situations to resolution without handoffs Analytical and process-oriented: comfortable owning churn reporting and surfacing actionable insights Cross-functional collaboration: naturally pulls in Sales/Product/Support/Leasing to solve root problems Excellent phone presence: clear, persuasive, calm under pressure, and proactive Perks 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. Join a tight-knit team where your ideas matter and your impact is seen. 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. Enjoy flexibility, autonomy, and the ability to make your mark in a dynamic, startup-style environment. Measures of Success (first 3–6 months) 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 Churn reporting fully owned, delivered on-time with clear trends and root-cause insights 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 Location Calgary with a 3-day work week in office policy. About Us 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. Ready to make renting (and owning a rental) as effortless and fun as clicking a button? Ready to change the world? Apply today