Account Management Manager - East

ACCOUNT MANAGEMENT MANAGER
BUSINESS SERVICES 
LANSING
HYBRID

The Account Management Manager is responsible for leading, coaching, and evolving the Account Management team to drive customer retention, expansion revenue, and long-term customer value. This role owns the account management operating model, ensuring consistent execution across the team while transforming the function from a reactive support-based model into a strategic, outcome-driven, and revenue-conscious discipline.

This leader will balance people leadership, process ownership, and commercial accountability, working closely with Sales, Service Delivery, Finance, and Executive Leadership to maximize customer lifetime value

WHAT Does the Account Management Manager DO?

Team Leadership & Development

• Lead, coach, and mentor Account Managers to ensure consistent performance across customer engagement, retention, and growth objectives
• Set clear expectations, goals, and success metrics for Account Managers aligned to company strategy
• Provide regular performance feedback, coaching, and career development planning
• Foster a culture of accountability, customer advocacy, and continuous improvement

Account Management Strategy & Execution

• Own and evolve the Account Management framework, playbooks, and operating rhythms (QBRs, account planning, escalation management, renewal motions)
• Ensure consistent execution of account planning, stakeholder engagement, and customer health management across all accounts
• Drive a standardized approach to identifying risk, mitigating churn, and managing escalations
• Partner with Customer Success and Service Leadership to ensure seamless customer experiences from onboarding to steady state

Revenue Growth & Retention

• Accountable for net revenue retention and expansion opportunities across the managed book of business
• Coach Account Managers on value conversations, opportunity identification, and expansion strategies
• Collaborate with Sales on cross-sell, upsell, and pricing strategies
• Ensure accurate forecasting, pipeline hygiene, and renewal visibility

Cross-Functional Collaboration

• Act as the primary liaison between Account Management and internal stakeholders (Sales, Professional Services, Support, Finance, and Leadership)
• Advocate internally for customer needs while balancing business priorities
• Support executive-level customer engagements and escalations as required

Process, Tools & Reporting

• Ensure effective use of ConnectWise and account management tools to drive visibility, consistency, and insights
• Define and report on key metrics such as customer health, churn risk, retention, expansion, and engagement
• Identify opportunities to improve scalability, efficiency, and effectiveness within the Account Management function

WHAT SKILLS DO I NEED TO BE An account Management Manager? 

• Demonstrated success in leading account management teams to drive client retention and revenue growth, including identifying and executing upsell and cross-sell opportunities.
• Proven ability to build and scale account management processes and playbooks
• Excellent communication, coaching, and stakeholder management skills
• Excellent communication and presentation skills, with the ability to explain technical services in clear business terms.
• Experience leading teams through a transition from reactive service management to proactive, value-driven account management
• Strong commercial acumen, including pricing, forecasting, and revenue planning
• Strong problem-solving and escalation management abilities to address client concerns and ensure timely resolution.

WHAT ARE THE QUALIFICATIONS I NEED TO HAVE?

• 7 years of experience in account management, client success, or customer relationship management, preferably within a Managed Service Provider (MSP) or IT services environment
• Strong background in MSP, IT services, or cybersecurity environments
• Experience working in growth-oriented or PE-backed organization

WHAT IS THE WORK ENVIRONMENT LIKE?

• Normal office working conditions. Work requires regular sitting/standing at a desk, working with a computer. This position requires standing, walking, sitting, using hands, seeing, reaching, talking, writing, and hearing;
• Position may require hours that exceed normal working hours per day during peak periods;
• Position may require some travel to customer sites with personal transportation.

HOW OFTEN WILL I GET FORMAL FEEDBACK ON HOW WELL I’M DOING? 

• Annual performance reviews with quarterly conversations to review progress and stay interviews.
• Performance review goals will be established between you and your team leader.

WHY SHOULD YOU WORK HERE?

• Group benefits plans, including medical, dental, vision in US and health savings and dental in Canada, including retirement plans (401k and RRSP).
• We believe in personal and professional growth. We offer regular internal training opportunities, as well as training and certification reimbursement so we can help you grow.
• We believe feedback makes us better. You can expect regular meetings with your manager and quarterly conversations about your performance and growth.
• Many teambuilding and company events throughout the year so you can get to know your teammates on a more personal level, as well as have some fun (families are often included as well). 

PERFECT FIT… 

If this sounds like your type of place and you can wow us with your spectacular skill set, then we would love to hear from you!  

The compensation range for this position is $95,000 - $133,000, which includes base salary and variable compensation. Individual compensation is determined by a combination of factors including skills, experience, qualifications, and geographic location. In addition to base salary, eligible employees may have opportunities to participate in variable incentive programs designed to reward individual and organizational performance. We are committed to pay transparency and comply with all applicable pay transparency legislation.

We are an equal opportunity employer and invite diversity in our applicants; our differences make us stronger! We welcome and encourage applications from qualified candidates of all races, sexes, colors, religions, sexual orientations, disabilities, ages, and gender identities. Accommodations are available upon request for candidates taking part in all stages of the selection process. 

Salary : $95,000 - $133,000