Manager, Account Management; Internal

Position: Manager, Account Management (INTERNAL APPLICANTS ONLY)
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.

The Role
The Manager, Account Management leads and develops a team of Account Managers who own Minga's post-sale commercial outcomes: retention, expansion, and customer health. This is a player‑coach role: you're close enough to the work to coach deals and renewals in real time, and senior enough to set the process and standards the whole team operates from.

Your team owns GRR and NRR for a named book of business. Your job is to make sure every AM on your team has the skills, systems, and support to hit those numbers and that the team as a whole is building an increasingly healthy, expanding customer base for Minga.

What You’ll Do
Team Leadership & Development

Lead, coach, and develop a team of Account Managers through regular 1:1s, deal reviews, and performance conversations

Set clear performance expectations and hold the team accountable to GRR, NRR, renewal rate, and health score targets

Build individual development plans for each AM; identify strengths, gaps, and growth paths

Recruit, interview, and onboard new AMs; own their ramp to full productivity

Revenue & Retention Ownership

Own the team's aggregate GRR and NRR targets; forecast renewals and flag risk early

Review the renewal pipeline with each AM weekly; identify deals that need coaching, escalation, or executive support

Monitor health score trends across the team's book; intervene when accounts trend toward churn

Develop and own the early-warning process — ensuring at‑risk accounts are identified and addressed 90+ days before renewal

Process & Playbook

Build and maintain AM playbooks: renewal process, Q  format, upsell identification, health monitoring, and escalation frameworks

Own Hub Spot standards for the AM team — stage definitions, health fields, forecast categories, and renewal tracking

Partner with the Manager, Implementation Management on handoff quality — ensuring AMs receive complete, usable handoffs from go‑live

Continuously improve team efficiency through better tooling, templates, and process iteration

Cross-Functional Partnership

Partner with the AE team and Director of Sales on expansion deal collaboration — AM identifies, AE closes, handoff back to AM

Work with Marketing to develop case studies, references, and customer advocacy programs

Bring customer feedback and retention patterns to Product; translate churn signals into actionable roadmap input

Report team performance, book health, and risk to the Director, Account Management

What Success Looks Like
In the first 30 days:

Deep understanding of every AM's book, active deals, and individual performance

Relationships established with Implementation, AE team, and cross-functional partners

Renewal risk assessment complete for the next 120 days

In the first 90 days:

Updated AM playbook and renewal process documented and in use

Individual development plans in place for each AM

First forecast…