Senior Key Account Manager

1 week ago

Toronto, Ontario, Canada MrBlack App Full time

Company Description

MrBlack App is a real-time, cloud-based CRM, reservation, and nightclub management platform built by hospitality owners for the hospitality industry. We give venues full control over their operations — improving communication, accountability, efficiency, and profitability. Our system streamlines day-to-day workflows so operators can focus on running a successful venue.

Role Description

MrBlack App is a mobile and browser-based platform that equips nightclubs, lounges, festivals, and event spaces with the tools they need to manage operations, reservations, sales, reporting, and marketing — all in one system.

We serve venues across Canada, the USA, the Caribbean, Europe, Asia, and Australia, and continue to grow rapidly year over year.

We're hiring a
Senior Account Manager
who is personable, experienced, and able to oversee the most important part of our business: our customers. This role is about knowing the venues, understanding their needs, and keeping them successful.

Micro Core Responsibilities

  • Relationship management: Primary point of contact for assigned venues; understand their operation, history, and pain points.
  • Onboarding & training: Lead new-customer onboarding (1–3 calls/day depending on volume).
  • Customer support: Handle customer inquiries (3–5/day).
  • Revenue growth: Identify upsell opportunities that increase LTV.
  • Portfolio ownership: Manage 200–300 accounts.
  • Retention: Maintain strong relationships, reduce churn, intervene early when usage drops.
  • Account health tracking: Monitor usage, adoption, ROI, and renewal risks.

Macro Core Responsibilities

  • Strengthen and expand retention strategies to bring down churn.
  • Improve Account Management processes to increase customer lifetime value and overall account performance.
  • Provide clear, actionable feedback to Product based on customer needs and industry trends.

Additional Responsibilities

  • Collaborate with design and development teams to enhance usability and expand feature offerings.
  • Bring structured customer insights into the product development workflow.

Must-Have Qualifications

  • 3+ years of proven Account Management experience, ideally in SaaS.
  • Strong communication, ownership, and follow-through.
  • Experience with Salesforce or similar enterprise CRM platforms.
  • Direct experience in nightlife, hospitality, or event operations. (optional)


Perks

  • Fully remote role
  • Collaborative environment — if you have ideas, bring them forward
  • Real growth potential — as the company scales, so do the opportunities
  • Direct impact — your work directly shapes the customer experience and product direction

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