Customer Account Manager

The Role, Customer Account Managerthis position is only open to applicants located in CanadaGoCanvas and SiteDocs work together as part of the Nemetschek Group to streamline construction and field operations. GoCanvas specializes in digital fieldworker collaboration and compliance, while SiteDocs, a GoCanvas solution, focuses on workplace safety management through mobile and web apps. Together, these platforms create a unified ecosystem that improves efficiency, safety, and collaboration across construction projects.As a Customer Account Manager, you will be responsible for driving customer retention and expansion by ensuring customers are actively renewing across your book of business. You will collaborate cross-functionally to support contract fulfillment, renewals, and price increases. Your main goal will be to develop relationships, manage customer escalations, and implement proactive strategies to mitigate risk and maximize customer value through product usage and upselling new features. Customer Account Managers are measured on activity around Customer engagement and Net retention dollars of your book.Your Most Important Initiatives:Retention & RenewalsManage customer accounts, ensuring contract fulfillment and long-term successDrive retention, overseeing renewals, and price adjustmentsQuarterly Business Reviews, Strategic Reviews, and Product Innovation conversationsDevelop and execute strategic save plans to reduce churn and revenue lossConsistently meet or exceed monthly revenue goals through retention and upsell activitiesCustomer Advocacy & EscalationsAct as the customer champion, advocating for their needs internally and externallyServe as the escalation point for customer issues, coordinating resolutions effectivelyCollaborate with cross-functional teams to track, assess, and manage risk proactivelyCross-Functional CollaborationWork closely with your internal teams (Customer Success, Professional Services, Billing, etc.) to ensure seamless executionMeet regularly with leadership to provide projections on retention and upsell opportunitiesTools & SystemsUtilize Salesforce for CRM and account managementMonitor customer health via ChurnZero and implement retention strategies accordinglyTrack and log communication using Salesloft/ GongCollaborate with support and billing teams via Zendesk / IntercomManage customer projects and communications through RocketlaneReview billing data through Zuora / Recurly, Chargify (view-only)Utilize Device Magic Back End as neededOther related programs to ensure customer satisfactionWhat You Bring:2+ years in sales, account management, or a retention-focused roleStrong understanding of renewals, contract fulfillment, and revenue retention strategiesExcellent communication and problem-solving skills with a proactive approach to risk managementExperience working cross-functionally and managing escalations effectivelyProficiency with CRM tools like Salesforce and customer health tracking platformsWhy Join Us?Be part of a mission-driven Retention Team dedicated to proactive customer successCollaborate with a dynamic and supportive team focused on advocacy and executionOpportunity to make a tangible impact on revenue growth and customer satisfactionOur success is rooted in a wonderfully wholesome culture, best defined by our four overarching values:Authentic Relationships - People are never a means to an endContinuous Learning - Test every assumption and never stay stagnantInterdependence - We build systems that require everyone to perform with excellence, we are a team, and we succeed or fail togetherData Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. If you have any questions about your personal data privacy at SiteDocs, please visit our privacy page.If you need special assistance or accommodation while seeking employment with us, please email recruiting@gocanvas.com or call: (703) 547-8588. We are interested in every qualified candidate who is eligible to work in Canada. However, we are not able to sponsor visas.We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected compensation range for this position is about $52k-63k CAD annually + commission. The actual offer will be at the company’s sole discretion and determined by relevant business considerations, including the final candidate’s qualifications, years of experience, skillset, and geographic location.This role is a opportunity.Powered by JazzHRsUg5yS8Q9Z