Customer Account Manager

Customer Account Manager - Team Leader role at Swapcard 1 day ago – Be among the first 25 applicants. Get AI-powered advice on this job and more exclusive features. Mission The CAM Team Lead plays a pivotal role in guiding and developing the Customer Account Management team toward a unified, performance‑driven model. They coach and support CAMs in balancing revenue accountability, client success, and platform adoption , ensuring each account reaches its full growth potential while maintaining the highest service standards. The CAM Team Lead bridges sales mindset and success excellence , ensuring the team delivers measurable impact across revenue, retention, and customer engagement. Team Leadership & Coaching Lead a group of CAMs (mix of ex‑AMs and ex‑CSMs) through a structured coaching approach Drive team cadence: portfolio reviews, renewal preparation, and client success routines Ensure performance monitoring, regular feedback, and individual development plans Build a strong team culture focused on ownership, accountability, and collaboration Commercial & Revenue Enablement Maintain strong revenue pressure across the portfolio — renewals, expansions, and NRR growth Coach CAMs on Salesforce & Gainsight usage and adoption, pipeline management, forecasting, opportunity tracking and account touch point follow up Support commercial discussions: pricing agility, renewals, and strategic account negotiations Report to the Head of CAM on forecasting accuracy and revenue delivery consistency Customer Success & Platform Engagement Support CAMs in becoming success‑driven advisors Monitor portfolio reviews and engagement score tracking Deepen platform knowledge to help clients drive adoption and event performance Coach on positioning and transforming new value levers (e.g., Exhibitor Marketplace, monetization) Ensure CAMs actively help clients succeed through best practice sharing, training sessions, and follow‑up on platform usage Oversee implementation success follow‑up in partnership with CIM Team Leads to ensure customer objectives defined during onboarding are achieved and translated into measurable success metrics Monitor feedback calls and post‑implementation reviews, identifying opportunities to strengthen engagement, correct friction points, and align platform performance with the client’s business goals Cross‑Functional Collaboration Collaborate with CIM Team Leads to ensure seamless coordination between setup and ongoing success phases, maintaining a unified strategy that connects customer implementation outcomes to long‑term retention and growth Partner with Product, Marketing, and Revenue Ops to align client feedback with strategic priorities Contribute to playbook improvements and process optimization within the Customer Organization Profile & Background Proven background combining platform expertise, sales acumen, and customer success leadership Strong ability to coach mixed profiles (commercial‑first and success‑first) Excellent communication, leadership We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. Seniority level Not Applicable Employment type Full‑time Job function Sales and Business Development Industries Software Development Referrals increase your chances of interviewing at Swapcard by 2x Get notified about new Customer Account Manager jobs in Toronto, Ontario, Canada . Toronto, Ontario, Canada CA$70,000.00-CA$120,000.00 3 weeks ago #J-18808-Ljbffr