Key Account Manager

OverviewHemlane 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.ResponsibilitiesOnboard Large AccountsOwn 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 responsibilitiesCoordinating setup and portfolio readinessActioning tenant outreach needs previously sitting with SupportEnsure the account reaches early success milestones and feels supported through their subscription termOwn Revenue Retention & ExpansionOwn 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 MRRReach out via phone, email, and other channels to diagnose root causes of concern, address objections, and drive save or expansion outcomesManage high-stakes, "at-risk" customers end to end, balancing empathy with clear communication of Hemlane's value, policies, and solution based next-stepsHandle 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 needsManage Large Account RelationshipsConduct quarterly check-ins with Hemlane's largest customers ($500+ MRR) to reinforce value, surface risks early, and identify growth opportunitiesBuild thoughtful relationship plans for top accounts, including goal alignment, portfolio-level performance review, and partnership strengtheningTrack account sentiment and usage signals, escalating risks or strategic opportunities to Sales or Leadership as neededChurn Reporting & Retention InsightsFully own churn and downgrade reporting, transitioning this responsibility from ProductMaintain accurate churn dashboards and reporting cadence, including trends, save rates, root causes, and revenue impactIdentify repeat churn drivers and collaborate with Product, Leasing, Support, and Sales on solutions that reduce future riskShare insights clearly and consistently, helping the company understand why customers leave and what changes drive retentionCustomer Advocacy & NPS RecoveryAct as the primary owner for negative customer sentiments including handling all outreach for low-scoring NPS responsesClose the loop with empathy and urgency, aiming to recover trust, resolve issues, and prevent churnDocument themes from detractors and partner cross-functionally to eliminate repeat pain pointsCore Competencies & SkillsRetention & objection handling mastery: able to deescalate churn threats while driving outcomesCustomer-first communication: empathetic, confident, and able to balance care with policyHigh ownership and follow-through: takes complex situations to resolution without handoffsAnalytical and process-oriented: comfortable owning churn reporting and surfacing actionable insightsCross-functional collaboration: naturally pulls in Sales/Product/Support/Leasing to solve root problemsExcellent phone presence: clear, persuasive, calm under pressure, and proactivePerksBe 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 loggedChurn reporting fully owned, delivered on-time with clear trends and root-cause insightsLow NPS outreach consistently executed, with recovered sentiment and documented themesLarge-account onboarding moved off Technical Support's workload (tenant outreach) with smooth handoffs and measurable activation successUpsell pipeline established and producing consistent incremental MRRLocationCalgary with a 3-day work week in office policy.About UsHemlane 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