FABSTATION

Account Manager

• Lead, support, and manage a team of 3 Account Manager team members
• Build and improve the account management and customer success department as the company grows
• Improve processes for QBRs, renewals, upsells, account health tracking, and escalation management
• Set team goals, track performance, and hold the team accountable to retention, adoption, renewal, and expansion targets
• Coach team members on client communication, difficult conversations, renewal strategy, and upsell opportunities
• Own renewal performance across assigned accounts and support the team in renewal conversations
• Identify and drive expansion opportunities, including additional devices, integrations, training, services, and expanded usage
• Monitor account health and create strategies to reduce churn risk
• Manage and maintain strong relationships with key client accounts
• Schedule and lead regular client check-ins, renewal meetings, and quarterly business reviews
• Track client activity, communication, renewal status, account health, and next steps in HubSpot
• Build and improve reporting around adoption, retention, renewals, expansion, and team performance

Lead Account Manager

• Manage and maintain relationships with assigned client accounts
• Act as the main point of contact for client questions, concerns, renewals, and account updates
• Monitor client usage, adoption, and overall account health
• Identify at-risk accounts and create action plans to improve engagement
• Schedule and lead regular client check-ins, renewal meetings, and quarterly business reviews
• Work with clients to understand their goals, challenges, and workflows
• Identify opportunities for upsells, additional devices, training, integrations, or expanded usage
• Collaborate with Sales, Product, Onboarding, and Support teams to resolve client issues
• Track client activity, communication, and next steps in HubSpot
• Support renewal conversations and help maintain strong retention rates
• Gather client feedback and share insights internally to improve the product and customer experience
• Obtain an expert-level understanding of our existing products and develop an understanding of our new products.
• Travel to conferences, trade shows, and customers where required.

Lead Account Manager

Account Manager, French Speaker