Account Manager

Customer Success Full Time Toronto, ON $60,000 CAD per year

Want to own high-impact client relationships and directly influence how global events run?

At Pheed Loop, we build critical systems for the events industry; powering conferences, trade shows, and hybrid experiences  platform combines SaaS software with on‑site technology (self‑check‑in, smart badges, and more) to simplify and elevate how events are executed. We move fast. We listen to customers. We build quickly. And we care deeply about outcomes.

As an Account Manager, you will be a trusted advisor to a portfolio of mid‑market and enterprise clients and be responsible for retention, growth, and long‑term client success. You will:

• Own end‑to‑end client relationships post‑sale; from onboarding through renewal
• Drive retention and expansion, identifying opportunities to grow accounts
• Act as the strategic partner to clients, not just a support layer
• Lead regular check‑ins, business reviews, and planning conversations
• Ensure clients achieve clear, measurable outcomes using Pheed Loop
• Collaborate with Product, Support, and Sales to deliver a seamless experience
• Own and manage client escalations with urgency and accountability
• Build strong client relationships to drive retention and prevent churn
• Provide strategic consultation and actionable recommendations

This is a revenue‑impacting role, not just a support function.

• Manage a portfolio of 100–200 customer accounts (depending on size and segment), owning relationships end‑to‑end and ensuring a consistent, high‑quality experience.
• Build and maintain strong, long‑term relationships through regular touchpoints, including QBRs and strategic planning sessions aligned with client goals.
• Drive onboarding and partner closely with technical/onboarding teams to ensure smooth implementation and long‑term success.
• Act as the primary point of contact, maintaining clear communication, structured follow‑ups, and well‑organized account plans.
• Track client usage and performance, proactively identifying risks and taking action to prevent churn.
• Provide consultative support and recommendations to help customers maximize platform value, while identifying upsell and expansion opportunities.
• Gather customer feedback and translate it into actionable insights to support Product and internal teams.

• Ownership of revenue‑driving client relationships
• Exposure to enterprise and mid‑market clients
• Experience in account growth, retention strategy, and SaaS lifecycle management
• Direct collaboration with Leadership, Sales, and Product teams
• A fast‑paced environment where your impact is visible and measurable

Top performers in this role often grow into leadership roles across Senior Account Manager, or Senior Technical Account Manager.

• 2–5 years of experience in Customer Success, Account Management, or client‑facing SaaS roles
• Strong ability to build relationships and influence stakeholders
• Clear, structured communication (calls, emails, presentations)
• High ownership mindset; you follow through and close loops
• Ability to manage multiple accounts without things slipping

Nice to have:

• Experience managing renewals or upsells
• Experience in SaaS, events, or logistics
• Familiarity with CRM tools (Salesforce, Hub Spot, etc.)

• You think in terms of retention + revenue, not just tasks
• You proactively spot risks before they become churn
• You build trust quickly and maintain strong client relationships
• You’re structured, organized, and follow through on commitments
• You’re comfortable pushing conversations forward when needed

Enjoy 100% employer‑paid health coverage because your…