Manager, Account Management

Manager, Account Management (Enterprise & Strategic Partnerships)

Kipsu is a growth stage Minneapolis-based technology company that has grown to over 120 employees. At Kipsu, we help service professionals Meet the Moment - from partnering with some of the largest hospitality brands in the world to working with clients in the multifamily and healthcare industries. Our best-in-class technology enables organizations around the globe to better serve their customers through streamlined messaging, data-driven performance metrics, sentiment analysis and workflow management.

As one of the Twin Cities' leading tech companies, Kipsu has cultivated a reputation for a strong company culture and is consistently recognized by the Star Tribune as a Top Workplace.

THE OPPORTUNITY

We're looking for a Manager of Account Management to lead the team responsible for growing and retaining our most strategic enterprise relationships. This leader will manage a team that supports both (1) executive/portfolio-level account management and (2) property-level engagement and adoption. You'll drive renewals and expansion, strengthen stakeholder relationships across corporate and field teams, and create scalable operating rhythms that ensure consistent value delivery across large, distributed customer portfolios.

This is a player-coach role: you'll lead a high-performing team, own outcomes, and directly influence strategy for our most complex accounts.

WHAT YOU'LL DO

Team leadership & coaching

* Lead, coach, and develop a team of Account Managers and property-level engagement roles (e.g., engagement managers/specialists)

* Set expectations, operating cadence, and performance standards (activity, quality, outcomes)

* Conduct regular 1:1s, deal/account reviews, and performance development plan

* Hire, onboard, and scale the team as the business grows

Account strategy & execution

* Own the retention plan for a book of enterprise and strategic partnership accounts through your team

* Drive account planning: stakeholder maps, success plans, rollout/adoption strategy, risk mitigation, and expansion roadmap

* Ensure property-level engagement programs align to corporate strategy and are executed consistently across portfolios

Renewals, expansion, and forecasting

* Partner with Sales/Rev Ops/Finance to manage renewals pipeline, forecasting, and commercial discipline

* Identify expansion opportunities and coordinate cross-functional resources to execute (new products, additional locations, upgraded tiers)

* Ensure clean handoffs and alignment from implementation/onboarding into steady-state account management

Customer governance & stakeholder management

* Lead executive communications and QBRs for top customers (directly or through your team)

* Serve as escalation leader for high-impact account issues, coordinating internal teams and setting clear customer expectations

* Build trusted relationships across customer corporate leadership and regional/property operators

Cross-functional collaboration

* Partner closely with Support, Product, and Engineering to drive customer outcomes and influence roadmap

* Translate customer needs into structured feedback (themes, business impact, urgency) and close the loop with customers

* Advocate for operational improvements that reduce friction and improve time-to-value across large rollouts

Operational rigor & scalability

* Create and refine playbooks for enterprise rollouts, adoption campaigns, risk management, and executive storytelling

* Track and report team performance using dashboards and leading indicators (adoption, health, support trends, time-to-value)

* Improve processes that enable scale across thousands of locations without sacrificing customer experience

WHAT WE'RE LOOKING FOR

Required

* 5+ years in Customer Success, Account Management, Strategic Partnerships, or related customer-facing roles in B2B SaaS

* 2+ years leading or mentoring teams (people management strongly preferred)

* Experience supporting large enterprise accounts and complex stakeholder environments

* Strong commercial acumen: renewals, expansion motions, forecasting, and contract collaboration

* Excellent executive communication skills (written, verbal, and presentation/Q  leadership)

* Ability to drive execution across cross-functional teams without formal authority

* Comfort with data: building narratives from metrics, dashboards, and customer trends

* Strong presentation skills (building and delivering)

Preferred

* Experience with multi-location or franchise/portfolio business models (hospitality, retail, multi-family, etc.)

* Experience supporting strategic partner programs (brand-level agreements, corporate rollouts, integrations)

* Familiarity with tools like Salesforce, Jira and Asana

* Experience leading change management and adoption at scale

Key Metrics You'll Own

* Net Revenue Retention (NRR)

* Adoption/usage growth across properties and key features

* Time-to-value improvements for new rollouts or product launches

* Escalation volume/time-to-resolution and customer…