Strategic Account Manager

The purpose of this role is to serve as a strategic link between clients and DOOR, ensuring that customer needs are understood, translated into action, and aligned with business outcomes. By driving retention, uncovering growth opportunities, and fostering collaboration across teams, the Account Manager helps clients realize the full value of DOOR’s platform while supporting the company’s long‑term success.

The Strategic Account Manager will be responsible for managing and growing relationships with a portfolio of DOOR's strategic enterprise customers. This role requires partnering with executive stakeholders, navigating complex organizational structures, and serving as a trusted advisor to help customers achieve their business objectives while driving long‑term growth and retention. The ideal candidate is proactive, customer‑focused, and skilled at balancing both relationship management and revenue growth.

DOOR (formerly Latch) is unlocking the next era of Building Intelligence. We combine premium hardware, intuitive software, and automated operations into one seamless platform—helping multifamily properties run more efficiently, grow revenue, and deliver smarter, more connected living experiences. From smart access and in‑unit automation to building‑wide controls, DOOR empowers owners, operators, and property teams to reduce overhead, protect asset value, and stand out in a competitive market.

We believe smarter buildings make life simpler. At DOOR, you’ll help shape a future where buildings anticipate needs, operate effortlessly, and quietly improve life for everyone inside.

• Client Relationship Management
• Act as the primary point of contact for assigned strategic and enterprise-level clients
• Develop a strong understanding of clients’ business objectives, challenges, and needs.
• Build trusted advisor relationships with executive leaders, including C‑suite stakeholders, and effectively navigate complex customer organizations to drive alignment and business outcomes.
• Account Growth & Retention
• Identify upsell, cross‑sell, and expansion opportunities to grow account value.
• Drive account renewals and proactively mitigate churn risks.
• Negotiate contracts and pricing in alignment with company policies.
• Customer Success & Advocacy
• Ensure clients achieve maximum value from products and services.
• Partner with Customer Success, Support, and Product teams to resolve issues and drive adoption.
• Gather customer feedback to inform internal teams and improve offerings.
• Lead executive‑level Quarterly Business Reviews (QBRs) and strategic account planning sessions, presenting performance metrics, business outcomes, and recommendations to senior leadership and C‑suite stakeholders.
• Manage a portfolio of strategic and enterprise‑level clients with responsibility for meeting retention and growth targets.
• Maintain accurate records of account activity in CRM tools.
• Provide regular reporting on account performance and business impact.
• Work closely with Marketing and Sales teams to support campaigns and lead generation within accounts.
• Collaborate with Product and Operations to ensure smooth onboarding and scaling of clients.
• Contribute to strategy development for a portfolio of strategic and enterprise‑level market segments.

• Bachelor’s degree in Business, Marketing, or related field (or equivalent experience).
• 3+ years of experience in account management, customer success, or B2B sales (preferably with enterprise level clients).
• Experience in Multifamily or Smart Building related industries (Building Intelligence, Prop Tech) is required.
• Strong track record of meeting or exceeding renewal and expansion targets. Excellent communication, presentation, and negotiation skills.
• Ability to manage multiple accounts with varying needs and priorities.
• Proficiency in CRM tools: e.g., Salesforce (required), Hub Spot and data analysis for account performance.
• Experience in SaaS, technology, or B2B solutions preferred.
• Customer‑centric mindset with strong problem‑solving skills.
• Results‑driven with a focus on revenue growth and retention.
• Ability to build strong relationships and…