Strategic Account Manager

About the Role
  
Our client is seeking a Strategic Account Manager to oversee and grow a portfolio of high-value customers across North America. Serving as a trusted advisor and primary commercial lead, this individual will be responsible for strengthening executive relationships, driving long-term value realization, and identifying expansion opportunities within existing accounts.
The Strategic Account Manager will partner cross-functionally with customer success, product, and other internal stakeholders to ensure clients achieve measurable business outcomes and maximize return on investment. This is a highly consultative, relationship-driven role requiring proactive account planning, executive engagement, and a disciplined approach to retention and revenue growth.
  
Key Responsibilities

• Oversee structured onboarding programs, including end-user enablement and launch planning, to drive early adoption and accelerate time-to-value
• Monitor overall account health by proactively tracking engagement metrics, product utilization, and stakeholder satisfaction across the customer lifecycle
• Establish clear success criteria, develop account plans, and conduct strategic business reviews that demonstrate measurable business impact and ROI
• Serve as a strategic advisor by aligning platform capabilities with client objectives, ensuring initiatives are tied to defined outcomes
• Identify and execute expansion opportunities that increase platform adoption and unlock incremental value within existing accounts
• Leverage usage data, analytics, and customer insights to surface growth opportunities, mitigate churn risk, and inform strategic account decisions
• Deliver targeted enablement initiatives — including trainings and workshops — to maximize adoption and customer proficiency
• Act as the internal advocate for the customer by synthesizing feedback and market insights to influence product direction and internal priorities
• Cultivate customer advocacy through documented success stories, testimonials, and reference development
• Partner closely with Account Managers to provide strategic input for renewals, commercial negotiations, and account growth initiatives

Requirements
  
Experience

• • 3–5+ years in Customer Success, Account Management, Community Management, or other client-facing roles within SaaS or the property/commercial real estate sectors
• • Experience leading SaaS onboarding initiatives is advantageous

Core Competencies

• Languages: Professional fluency in English required; additional languages are beneficial
• Ownership & Initiative: Self-directed and proactive, with the ability to take accountability, make informed decisions, and deliver results while collaborating cross-functionally
• Learning Agility: Rapidly assimilates new technologies, workflows, customer dynamics, and market trends to continuously enhance impact
• Executive Engagement & Advisory Capability: Establishes long-term, trust-based relationships and confidently advises senior stakeholders with a strategic perspective
• Communication & Narrative Skills: Clearly and persuasively communicates insights across written, verbal, and presentation formats to align stakeholders and drive action
• Analytical & Strategic Problem-Solving: Evaluates complex scenarios and formulates practical, outcome-oriented solutions with measurable business impact
• Growth-Oriented Mindset: Identifies and advances expansion opportunities aligned with customer goals and value realization
• Project & Change Leadership: Effectively manages multiple accounts and initiatives while guiding clients through adoption and organizational change
• Commercial & Risk Awareness: Anticipates and mitigates adoption, engagement, and revenue risks to support retention and long-term growth