Manager, Account Management

We're Hiring

We're looking for brilliant thinkers to join our #Rocketeers. If you've ever wondered what it's like to work in a place where people enjoy their work and where talent is more important than the title, then keep reading.

What is ScalePad?

ScalePad is a market-leading software-as-a-service (SaaS) company with headquarters in 3 major cities of Canada; Vancouver, Toronto and Montreal. However, we are proud to say our employee reach is now global so we can best serve our partners all over the world.

Our success is no accident: ScalePad provides MSPs of every size with the knowledge, technology, and community they need to deliver increased client value while navigating the continuously changing terrain of the IT landscape. With a suite of integrated products that automate and standardize MSP’s operations, analyze and uncover new opportunities, and expand value to clients, ScalePad is equipping the MSP adventure.

ScalePad has received awards such as MSP Today’s Product of the Year, G2’s 2024 Fastest Growing Product, and 2024 Best IT Management Product. In 2023, it was named a Best Workplace in Canada by Great Place to Work. ScalePad is a privately held company serving over 12,000 MSPs across the globe.

You can contribute to our innovation and appreciate how your work is helping take this company to a higher level of operational maturity. More on that here.

Your mission should you choose to accept it.
Are you prepared to advance your career as a leader of an Account Management team at ScalePad? We are seeking a dynamic individual passionate about cultivating and nurturing a team of account managers who desire to become the best of the best in B2B SaaS account management. Your primary objective is to ensure the success of our customers through the management and development of your team. In this role, you will effectively manage your team, ensuring that our customers are realizing business success through their achievement of business outcomes which in turn support the business success of ScalePad through the renewals and revenue growth. You will have the opportunity to innovate and support the creation of best practices and playbooks, and master the tech stack available to support the management of relationships and deliver accurate forecasting.

Responsibilities.
- Lead, mentor, and motivate a team of Account Managers to meet and exceed customer expectations and business goals around customer retention and growth
- Help to proactively identify potential issues with accounts and develop solutions to mitigate risks or prevent churn
- Develop and maintain strong relationships with strategic customers, acting as a point of escalation for issues or concerns
- Ensure that Account Managers are consistently delivering a high level of customer experience, meeting customer needs and addressing any challenges.
- Collaborate with customers to identify new opportunities, upsell services, and ensure long-term business success
- Develop and implement strategies to drive account growth, retention, and profitability.
- Ensure the team adheres to best practices and internal processes for account management
- Continuously assess and optimize account management processes for efficiency, scalability, and client satisfaction
- Work closely with other departments (e.g., Sales, Marketing, Product, Customer Success) to ensure seamless service delivery and support for customers
- Act as a liaison between the Account Management team and senior leadership, providing regular updates on team performance, customer health, and opportunities for improvement
- Utilize Hubspot, Gainsight and other software tools to track customers status, communications, and key actions
- Provide ongoing coaching, feedback, and performance evaluations to ensure team members are achieving both personal and team objectives

Qualifications.
- 3+ years of experience as an Account Manager or Customer Success Manager
- Proven track record of leading a team responsible for developing sales opportunities and managing deal cycles
- Ability to develop relationships with senior leaders and C-level executives
- Excellent ability to build cross-functional relationships and be a team player
- Exceptionally analytical and a keen ability to derive insights from data and reporting
- Highly organized; people aspire to have the command you have of your day
- Highly effective communicator; you thrive from the energy of meeting with executives
- Highly strategic; you like to understand the big picture, and new ways to drive forward high-level organizational goals
- Experience using a dynamic tech stack including Hubspot and Gainsight

Perks, Perks, Perks.- Mentorships by industry veterans with a 100% track record of industry success in funding and scaling software companies creates endless career opportunities
- Training and professional development budget provided to help advance your career and skills (available every year to every employee)
- World-class offices