Manager, Account Management

Title: Manager, Account Management

Salary:  Based on experience + Benefits + Vacation

Location: Thornhill, Canada (hybrid)

Length: Permanent, full-time

About Us:

At WellnessLiving, we empower thousands of health and wellness business owners to turn their entrepreneurial dreams into reality. Our mission-critical software fuels their vision, supporting millions of clients around the world in their wellness journeys. With a deep commitment to putting our customers first, we foster a culture that values high performance, adaptability, and accountability. If you are a skilled professional who thrives in a fast-paced, customer-focused environment and are passionate about making a meaningful impact on the health and wellness industry, we would love to connect with you.

Our team is driven by four core values that shape everything we do. If you share these values and meet the qualifications outlined for this role, we encourage you to apply - we'd love to learn more about you

Customer First – We approach every challenge with a customer-focused lens, driven by an obsession with our customers' happiness and success.

Excellence – We approach every task, whether big or small, with a steadfast commitment to exceptional execution and the pursuit of greatness.

Accountability – We take full ownership of our decisions, actions, and outcomes – both successes and failures. Adaptability – We recognize that sustained success demands that we be malleable and purposefully evolve, acknowledging that the world is dynamic and constantly changing.

About You:

You're a natural leader who excels at building strong customer relationships and developing high-performing teams. You're passionate about driving results, but you measure success by the growth of your team and the satisfaction of your customers. You're data-savvy, adaptable, and flourish in fast-paced environments where innovation and collaboration fuel success. You're motivated by seeing your team grow, your customers achieve their goals, and your company thrive through the value you help create.

Responsibilities:

• Meet or exceed the sales & retention goals for the customer account team.
• Develop and maintain lasting relationships with existing WellnessLiving customers, improve client utilization and product/service adoption rates.
• Motivate, coach and mentor the sales team while managing and training the team.
• Observe, monitor, track performance and conduct performance reviews for the team.
• Analyze and interpret metrics and develop plans and training for improvements accordingly.
• Continually assess sales and support process and document/implement changes for success.
• Review and develop effective reporting to motivate staff and monitor performance and results.
• Leading by example, develop and preserve an energetic, highly effective culture that inspires employee engagement, effective processes and subsequently surpasses even the most aggressive stakeholder expectations.
• Establish standards for service levels, call handling, and performance monitoring measures.
• Create processes to capture, analyze, leverage and share customer insights in order to improve overall customer experience.
• Collaborate with other sales management to craft solutions to meet customer needs.
• Continue to improve and implement program guidelines and processes.
• Generate and implement on-going reporting to track outbound activity and continuously improve KPIs.
• Work closely with the Onboarding department to bridge gaps in communication, identify reasons for churn and forecast opportunities for retaining customers/closing sales.
• Facilitate frequent team meetings to discuss team goals and targets, and communication meeting outcomes with Sales management.

Skills & Qualifications:

• Demonstrated success in achieving or exceeding sales and retention goals.
• At least 3 years' experience in a sales leadership role, preferably in a SaaS environment.
• Ability to develop lasting relationships with customers and enhance product/service adoption.
• Strong communication skills for effective team communication and hands-on leadership.
• Analytical skills to track team performance and conduct reviews.
• Experience in assessing and implementing changes for improved Customer Sales processes.
• Proficient in developing reporting systems to monitor team performance and KPIs.

Why Work With Us?:

• Work with a passionate, dynamic, and fast-growing team dedicated to making a meaningful impact in the wellness industry.
• Competitive salary, vacation, and benefits package.
• [Hybrid/remote] work environment with opportunities for career growth and development.
• Work in a culture that values creativity, collaboration, and continuous learning.

Please note that only those selected for an interview will be contacted.

We appreciate you taking the time and look forward to reviewing your application

WellnessLiving is proud to be an equal opportunity employer. We base employment decisions solely on qualifications, experience, and business needs. We do not tolerate discrimination or harassment of any kind. All qualified applicants will receive consideration without regard to race, color, religion, creed, gender, gender identity or expression, sexual orientation, national origin, disability, age, genetic information, veteran status, marital or family status, or any other status protected by applicable laws.

We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.