Do you enjoy thinking on your feet, learning new technology, and turning ideas into action? At SiteMax, we're looking for a curious, motivated problem-solver who thrives in a fast-paced environment and enjoys helping customers achieve their goals.
SiteMax helps construction teams simplify jobsite operations and keep their people, projects, and information connected. We're utilizing the latest AI strategies to innovate and transform construction jobsite operations, and we're looking for people who are excited to help customers embrace new ways of working.
This role brings together customer relationships, hands-on implementation, account development, and product communication. You'll own a segment of accounts end to end, from onboarding through adoption, renewal, and growth.
The role
As an Account Development Manager, you'll own and manage a segment of SiteMax accounts with day-to-day autonomy over onboarding, adoption, retention, satisfaction, and the customer relationship.
This is a full-lifecycle role. You'll run your own onboardings, configure the platform to how each customer actually works, monitor how the account is tracking, and lead the conversations that keep it healthy and growing. You'll also support the Director on larger implementations and account reviews.
Working closely with sales, Pro Services, and engineering, you'll turn customer goals into practical next steps. Your day might include running a kickoff, building out a customer's Time Center work rules, coordinating a training session, launching a product announcement campaign, chasing a failed payment, preparing renewal materials, or spotting where a growing contractor could get more out of the platform.
You'll need curiosity, sound judgment, and the ability to keep multiple priorities moving while following through on the details.
This role reports to the Director of Customer Success and Revenue Operations, who holds final decision authority on account direction, renewals, and commercial terms.
What you'll do
Own the customer relationship
- Own a segment of accounts with day-to-day autonomy over the relationship, adoption, and retention.
- Become a knowledgeable point of contact who understands customer priorities and keeps conversations moving forward.
- Proactively engage at-risk or underutilized accounts, with support from the Director on commercial decisions.
- Ask thoughtful questions, bring the right people together, and follow customer requests through to completion.
Deliver onboarding and implementation
- Run hands-on onboarding for your accounts, including kickoffs, setup sessions, and go-live, and support the Director on larger implementations.
- Configure SiteMax modules to customer requirements: Time Center work rules, forms, report templates, user roles, and permissions.
- Provision and administer users and seats, and post seat changes to the pro-services channel for billing.
- Build and deliver tailored training, remote and on-site, including custom walkthroughs and decks suited to each account's users.
- Gather requirements for Pro Services and custom builds, coordinate delivery with Pro Services and Development, and track through to go-live.
Drive adoption and growth
- Monitor usage and engagement, deliver targeted guidance, and help customers build habits that create lasting value.
- Identify opportunities for additional seats, expanded use, and plan upgrades that align with customer needs.
- Flag churn and expansion opportunities to the Director and drive the follow-through.
- Lead account reviews that highlight customer progress, demonstrate value, and build plans around future goals.
Run product communication campaigns
- Plan and run product communication campaigns that keep customers informed about new features, releases, and changes.
- Write release announcements, in-app messages, and customer emails in partnership with Product and Marketing.
- Tailor messaging by customer type and use case so each account hears what is relevant to them.
- Track campaign engagement and use the results to drive adoption of new capabilities.
Support renewals
- Track customer health indicators, prepare renewal materials, and lead renewal outreach and conversations in partnership with the Director.
- Commercial negotiation, pricing, and final renewal terms rest with the Director.
Keep the account operationally clean
- Maintain accurate HubSpot CRM records: log calls, emails, and account changes, and keep deal and line item data current.
- Monitor and follow up on overdue invoices, failed payments, and credit card expirations, working with billing to resolve issues.
- Facilitate data clean-up, account updates, and customer handoffs between departments.
- Support the automation of billing communication and lifecycle workflows.
- Submit a weekly portfolio update covering renewals, churn risk, expansion, and roadblocks.
Help customers embrace innovation
- Stay current with SiteMax's evolving capabilities, including AI-driven developments, and explain their practical relevance to customers.
- Share product feedback internally and help turn customer achievements into reviews, case studies, and referrals.
- Contribute to HubSpot playbooks, customer-facing resources, and account-specific enablement content.
What you bring
You enjoy a varied day, take initiative, and know how to prioritize. You're comfortable learning as you go, resourceful about finding answers, and clear about keeping others informed.
You'll bring:
- Experience in customer success, account management, or a similar customer-facing role with ownership of a book of accounts.
- Strong problem-solving skills and the ability to translate customer goals into clear, practical actions.
- An aptitude for technology and an interest in how software and AI can improve everyday work. Comfort configuring software to a customer's requirements is a real part of this job.
- Confident written and verbal communication, including the ability to explain software to different audiences.
- Experience writing customer-facing communications, such as product announcements, newsletters, or email and in-app campaigns.
- Strong organizational skills and reliable follow-through across multiple customer priorities.
- A relationship-building mindset and the ability to recognize opportunities that benefit both the customer and the business.
- Confidence leading conversations about customer value, renewals, and account growth.
- A collaborative approach and a willingness to take ownership.
Experience with SaaS, construction technology, or tools such as Google Workspace, HubSpot, Jira, Slack, and Intercom is an asset. Direct construction industry experience is not required. We welcome relevant post-secondary education or equivalent practical experience. Occasional travel may be required.
What success looks like
Your impact will show up in customers who use SiteMax confidently, feel supported, and continue to grow with us. We'll look at:
- Gross Revenue Retention across your accounts: retaining recurring revenue and minimizing churn and downgrades.
- Expansion surfaced and progressed within your book.
- Onboarding time-to-value and successful go-lives for the accounts you implement.
- Customer engagement and product adoption.
- Reach and engagement of your product communication campaigns.
- CRM health: accurate, current HubSpot data across your accounts.
- Timely, thoughtful follow-through on customer requests.
- Customer feedback, reviews, case studies, and referrals.
Growth path
You'll start with a defined segment of accounts and take on progressively more strategic, higher-value accounts as you build experience with the platform and the industry. Over time, and at the Director's discretion, you'll move toward fuller independent ownership of larger client relationships, including account scheduling, documentation, and commercial follow-up.
Why SiteMax?
SiteMax helps thousands of contractors address the everyday challenges of construction management. Our team brings together business developers, engineers, and industry professionals with a close connection to our product and customers.
We're investing in new ways to improve jobsite operations, using the latest AI strategies alongside practical industry knowledge to guide innovation. In this role, you'll help connect that innovation to the people using SiteMax every day, and bring their insights back to the team.
We value initiative, collaboration, and practical ideas. You'll have room to contribute, colleagues who share their expertise, and opportunities to grow within the company.
We offer:
- Medical and dental benefits to support your health and well-being.
- Gym access to help you stay active.
- An office in a AAA building in downtown Vancouver, with a central location to connect and collaborate.
- Professional development and career growth, supported by a team that invests in its people.
Compensation
The salary range for this role is $70,000 to $80,000 CAD per year.
Location
Our office is located in a AAA building in downtown Vancouver, British Columbia. The role is hybrid, with a minimum of 3 days a week in the office.
SiteMax is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
