Account Manager
PermanentJob Overview
Veriforce is a leader in contractor compliance and supply chain risk management, helping the world's most safety-conscious organizations protect their workers, their reputation, and their operations. As Account Manager, you will own a portfolio of existing customers across key industries — including Oil & Gas, Mining, Utilities, and Manufacturing — and be accountable for their retention, growth, and long-term success.
This is a revenue-carrying role, not a service role. You will defend and expand your book of business by deepening relationships, driving adoption, and uncovering net-new opportunity within existing accounts — turning satisfied customers into growing ones.
What that means day-to-day:
1. Own the Book — Retention First
• Carry full accountability for gross retention and renewal outcomes across your portfolio
• Run a disciplined renewal motion: early engagement, clear value recaps, and proactive risk management well ahead of renewal dates
• Identify churn risk early through usage signals, stakeholder changes, and sentiment — and mobilize the right resources to address it
2. Grow the Base (Net New From Existing)
• Identify, qualify, and close expansion opportunities: new sites, new business units, new use cases, and additional solutions
• Build account plans that map whitespace across each customer's organization
• Develop ROI-driven expansion business cases grounded in the value already delivered
3. Build Multi-Threaded Relationships
• Develop trusted relationships from day-to-day users up to economic buyers and executive sponsors
• Multi-thread deliberately so no account depends on a single champion
• Conduct structured business reviews (QBRs/EBRs) that reinforce value delivered and align on what's next
4. Drive Adoption & Value Realization
• Monitor product adoption and health metrics; partner with customers to close usage gaps
• Connect customer objectives to measurable outcomes in compliance, risk reduction, and operational efficiency
• Ensure every account can articulate the value Veriforce delivers — in their own words
5. Forecast & Manage with Discipline
• Maintain accurate CRM records across renewals and expansion pipeline (stages, next steps, close dates)
• Deliver reliable renewal and expansion forecasts on a weekly and monthly cadence
• Participate actively in account review and deal review cadences
6. Execute Cross-Functionally
• Partner with Customer Success, Implementation, Product, and Support to deliver a seamless customer experience
• Serve as the customer's advocate internally — escalating what matters and closing the loop
• Feed customer insights back to Product, Marketing, and GTM leadership
How Success Is Measured
• Retention: Gross revenue retention, on-time renewal rate, and churn prevented
• Growth: Net revenue retention (NRR), expansion ARR closed, and whitespace penetration across the portfolio
• Account health: Adoption and usage trends, multi-threading depth, and executed account plans and business reviews
• Forecast reliability: Renewal and expansion forecast accuracy and CRM discipline
• Customer outcomes: Customer satisfaction and advocacy (references, case studies, testimonials)
• Carry full accountability for gross retention and renewal outcomes across your portfolio
• Run a disciplined renewal motion: early engagement, clear value recaps, and proactive risk management well ahead of renewal dates
• Identify churn risk early through usage signals, stakeholder changes, and sentiment — and mobilize the right resources to address it
2. Grow the Base (Net New From Existing)
• Identify, qualify, and close expansion opportunities: new sites, new business units, new use cases, and additional solutions
• Build account plans that map whitespace across each customer's organization
• Develop ROI-driven expansion business cases grounded in the value already delivered
3. Build Multi-Threaded Relationships
• Develop trusted relationships from day-to-day users up to economic buyers and executive sponsors
• Multi-thread deliberately so no account depends on a single champion
• Conduct structured business reviews (QBRs/EBRs) that reinforce value delivered and align on what's next
4. Drive Adoption & Value Realization
• Monitor product adoption and health metrics; partner with customers to close usage gaps
• Connect customer objectives to measurable outcomes in compliance, risk reduction, and operational efficiency
• Ensure every account can articulate the value Veriforce delivers — in their own words
5. Forecast & Manage with Discipline
• Maintain accurate CRM records across renewals and expansion pipeline (stages, next steps, close dates)
• Deliver reliable renewal and expansion forecasts on a weekly and monthly cadence
• Participate actively in account review and deal review cadences
6. Execute Cross-Functionally
• Partner with Customer Success, Implementation, Product, and Support to deliver a seamless customer experience
• Serve as the customer's advocate internally — escalating what matters and closing the loop
• Feed customer insights back to Product, Marketing, and GTM leadership
How Success Is Measured
• Retention: Gross revenue retention, on-time renewal rate, and churn prevented
• Growth: Net revenue retention (NRR), expansion ARR closed, and whitespace penetration across the portfolio
• Account health: Adoption and usage trends, multi-threading depth, and executed account plans and business reviews
• Forecast reliability: Renewal and expansion forecast accuracy and CRM discipline
• Customer outcomes: Customer satisfaction and advocacy (references, case studies, testimonials)
What you’ll need to be successful:
- 3+ years of B2B account management, customer success with revenue ownership, or full-cycle sales experience — SaaS preferred
- A track record of hitting retention and expansion targets in a quota-carrying role
- Experience with industrial sectors — Oil & Gas, Mining, Utilities, or Manufacturing — an asset
- Strong commercial instincts: you can spot an expansion opportunity, build the case, and close it.
- Bilingual in both French and English (mandatory)
- Executive presence and the ability to run a business review that lands with a VP or C-suite audience
- Disciplined CRM and forecasting habits
- Willingness to travel to key accounts as required [specify % if known]