Account Manager (INTERNAL APPLICANTS ONLY)

Résumé du poste

The Account Manager is responsible for owning the long-term customer relationship, ensuring product value, and managing the entire renewal and upsell process. They will monitor account health, conduct business reviews, and collaborate with internal teams to drive adoption and expansion.

Détails du poste

About Minga Minga means community. It’s the belief that we achieve more together than we ever could alone. At Minga, joining our team isn't just about a new role, it's about joining a collective that is deeply invested in your growth, your impact, and your connection to the people around you. We’re building the Student Behavior Platform schools can’t live without, and we’re having fun doing it. We are a tight-knit group of curious, low-ego humans who genuinely enjoy the "we" over the "me." Supportive Growth: You aren’t on an island. You’ll have the autonomy to do your best work and a community that has your back every step of the way. Shared Ownership: Whether at our Kelowna HQ or remote, you’re a vital part of a team that cares as much about the people as the product. Real Impact: Everything we do supports the educators and students we serve, creating a ripple effect of connection in schools everywhere. Ready to be part of the community? Come help us make school life better for everyone. 💙 The Role Your mandate is threefold: ensure every school & district in your book is getting real value from Minga, keep the relationship healthy, and own the commercial outcome. The Account Manager at Minga is the long-term owner of the customer from the moment Implementation hands off a live customer, through every renewal that follows. This is not a passive relationship-maintenance role. You are actively monitoring health, proactively reaching out when engagement drops, running business reviews, closing renewals, and identifying upsell opportunities. When a district is ready to expand into more schools, you spot it and bring in the AE. You don't run that deal, but you do make sure it happens. What You’ll Do 🚀 Relationship Ownership Own the ongoing relationship with district champions and, on larger accounts, the economic buyer Serve as the primary point of contact for a named book of business from go-live through every renewal Build multi-threaded relationships across the district, across schools, departments, and leadership levels Health & Adoption Monitoring Monitor product adoption metrics and health scores across your book; identify districts trending toward disengagement or churn risk Proactively reach out to schools & districts where engagement drops. Don't wait for them to come to you Work with administrators to solve adoption blockers: change management, feature awareness, training gaps Business Reviews Deliver business reviews scaled to account size: adoption dashboards and async updates for smaller districts; live QBRs with executive stakeholders for strategic accounts Anchor reviews on outcomes including: student engagement, staff efficiency, admin satisfaction, not just usage stats Use business reviews to reinforce value, surface risk, and advance the renewal conversation Renewal Management Own the renewal process end to end: risk forecasting, renewal conversation, budget confirmation, close, and paperwork Identify renewal risk 90–120 days out and develop a plan to address it before it becomes a loss Maintain an accurate renewal forecast and keep the pipeline updated in HubSpot Upsell & Expansion Identify and close upsell opportunities within your book including: additional students, new solutions, plan upgrades Recognize when a district is ready for multi-school expansion; bring in the Account Executive to run the commercial process Track expansion signals and document them so the AE has the context they need to close Escalation & Advocacy Serve as first-line escalation for account issues; coordinate internal resources to resolve quickly and protect the relationship Build Minga's advocacy and reference pipeline: identify champions willing to speak with prospects, participate in case studies, or join advisory conversations What Success Looks Like In the first 30 days: Deep familiarity with every account in your book including: contacts, health status, usage, and renewal dates First QBRs or check-ins scheduled with strategic accounts Relationship established with the Implementation team for incoming handoffs In the first 90 days: All at-risk accounts identified and active mitigation plans in place First renewals managed end to end First upsell or expansion signals documented and routed appropriately Ongoing: Gross Revenue Retention (GRR): [TBD]% Net Revenue Retention (NRR): [TBD]% Renewal rate: [TBD]% on time Health score trend: improving or stable across book Early-warning catch rate: [TBD]% of at-risk accounts identified 90+ days before renewal What We Require ✅ 3+ years in customer success, account management, or renewals in a B2B SaaS environment Proven track record of strong GRR and NRR performance in a named-book model Experience owning renewal conversations and closing upsells independently Strong relationship management skills — you build trust across stakeholder types and seniority levels Data-driven approach to account health: comfortable working with adoption metrics, health scores, and CRM data Experience delivering executive business reviews (QBRs) and adapting communication style per audience HubSpot or similar CRM experience required K-12 education or EdTech experience is a strong asset Who You Are 🌟 A proactive relationship owner. You don't wait for accounts to come to you; you're always one step ahead Commercially minded. You understand that renewals and upsells are how you prove the value you've built An excellent listener who can hear what a district leader is really worried about and address it directly Organized and disciplined. You manage a book of business like a portfolio, with clear priorities and no surprises A great collaborator. You work fluidly with Implementation on handoffs and AEs on expansion, with clear lanes and no territorial friction Mission-aligned. You genuinely care whether the schools in your book are getting better outcomes with Minga Role Compensation 💰: Your OTE is split 70/30, the higher base reflects the relationship continuity this role demands. The variable component is earned quarterly. Associate Account Manager Base Salary: $59,500-$73,000 Variable: $25,500 – $31,500 OTE: $85,000-$105,000 Account Manager Base Salary: $70,000-$91,000 Variable: $30,000 – $39,000 OTE: $100,000-$130,000 Senior Account Manager Base Salary: $84,000 – $112,000 Variable: $36,000 – $48,000 OTE: $120,000-$160,000 Compensation Philosophy & Transparency 💰 At Minga, we believe compensation should reflect impact, fairness, and market alignment, supporting our mission to empower educators and students while building a high-performing, people-first culture. Our standard is to pay at or near the midpoint of the range unless there is a clear business rationale to vary. This approach allows for growth and provides room to learn and develop within the role. We also conduct annual compensation reviews in November, which take into account both market benchmarks and individual performance.

Ce que vous ferez

The Account Manager is responsible for owning the long-term customer relationship, ensuring product value, and managing the entire renewal and upsell process. They will monitor account health, conduct business reviews, and collaborate with internal teams to drive adoption and expansion.

Exigences

Candidates must have at least 3 years of experience in customer success or account management within a B2B SaaS environment. Strong skills in relationship management, data-driven account health monitoring, and experience with CRM platforms like HubSpot are required.

Compétences indiquées

• Résolution de problèmes · Souhaitée
• Account Management · Souhaitée
• Analyse de données · Souhaitée
• Communication · Souhaitée
• Upselling · Souhaitée
• CRM · Souhaitée

Autres compétences pertinentes

Relevées dans la description du poste. Confirmez les exigences importantes ci-dessus.

• Account Management
• Customer Success
• SaaS
• Renewal Management
• Upselling
• Relationship Management
• Data Analysis
• CRM
• HubSpot
• Business Reviews
• QBRs
• Strategic Planning
• Communication
• Problem Solving
• EdTech
• Case Study
• Customer Success Management
• Product Adoption Strategies
• Sales Prospecting
• Curiosity
• Advocacy
• Business To Business
• Customer Relationship Management
• Dashboard
• Management
• Change Management
• Software As A Service (SaaS)
• Forecasting
• Leadership
• Relationship Building
• Renewal Theory
• Student Engagement
• HubSpot CRM

Domaines d’emploi

• Customer Service & Support
• Sales
• Software
• Education
• Management & Leadership
• Internal Account Manager
• Account Manager (General)
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products