[Hiring] Account Manager @GoCanvas

Role Description

The Account Manager is responsible for maximizing customer retention, growth, and satisfaction across an assigned portfolio of accounts. This role combines strategic relationship management with a deep understanding of client goals to drive renewals, expansion, and long-term success. The Account Manager acts as the primary commercial partner, ensuring customers realize continuous value from GoCanvas or SiteDocs solutions while contributing directly to company revenue objectives.

Your Most Important Initiatives:

• Account Management & Growth:
  • Manage a portfolio of accounts, serving as the primary contact for all renewal, expansion, and satisfaction initiatives.
  • Identify, develop, and execute strategies for horizontal and vertical expansion through Quarterly Business Reviews, Strategic Reviews, and Product Innovation discussions.
  • Collaborate closely with key stakeholders to align solutions with business objectives and demonstrate value realization.
  • Leverage data insights to track adoption, drive performance metrics, and refine account strategies for maximum growth.
• Retention & Renewals:
  • Own renewal processes, ensuring timely execution of contract negotiations, renewals, and price adjustments.
  • Develop and implement proactive save plans to mitigate churn, address at-risk accounts, and maintain a healthy book of business.
  • Monitor customer health and engagement through data-driven tools to anticipate and resolve potential retention risks.
  • Consistently meet or exceed retention and expansion revenue goals through renewal optimization and customer advocacy.
• Customer Advocacy & Escalations:
  • Act as a trusted advisor and advocate, ensuring customers’ voices are represented across internal teams.
  • Serve as the escalation point for customer issues, coordinating resolutions with cross-functional partners in a timely and professional manner.
  • Partner with internal Customer Success, Professional Services, Billing, and Product teams to enable seamless execution and customer satisfaction.
• Collaboration & Reporting:
  • Collaborate across departments to identify upsell, cross-sell, and renewal opportunities.
  • Provide leadership with forecasts and insights on customer retention, account health, and revenue projections.
  • Track and report on KPIs for expansion, renewal, retention, and satisfaction to drive continuous process improvement.
• Tools & Systems:
  • Salesforce for CRM and account management
  • ChurnZero for customer health tracking
  • Salesloft and Gong for communication and engagement management
  • Zendesk and Intercom for support and billing coordination
  • Rocketlane for project and communication management (where applicable)
  • Back End systems as needed for data review and reporting

Qualifications

• 3–5 years of experience in account management, customer success, or retention-focused roles, ideally in a SaaS or subscription-based environment
• Proven ability to drive renewals, expansion, and retention through consultative account management practices
• Strong communication, relationship management, and problem-solving abilities
• Analytical mindset with experience leveraging data for decision-making and strategy optimization
• Proficiency with CRM platforms (Salesforce) and customer engagement tools
• Ability to work cross-functionally and effectively manage multiple, concurrent priorities

Requirements

• Achievement of renewal, retention, and expansion revenue goals
• Growth in customer referral rates and account penetration
• Maintenance of a healthy, satisfied, and expanding customer base

Benefits

• Health insurance (medical, dental & vision)
• Life insurance
• 401(k) & paid time off
• Expected compensation range: $65k-$70k CAD annually plus additional commissions

Company Description

SiteDocs, a GoCanvas company, is a leading provider of digital safety management software, trusted by thousands of teams to modernize and simplify workplace health and safety across construction, engineering, infrastructure, logistics, and beyond.

SiteDocs is part of the Nemetschek Group — a publicly traded European software company with a multi-billion-euro market capitalisation, bringing together more than 15 specialised brands.