Original job description
Vantage Circle is a global employee engagement platform that helps organizations recognize, reward, and retain their people. Our flagship Rewards and Recognition (R&R) platform and other products serves enterprise clients across North America, Europe, and Asia, and our Americas team is growing fast.
The role
As Account Manager / Customer Success Manager, you will own relationships with a portfolio of enterprise clients in Canada and the US. You will be their strategic partner for recognition: driving adoption, proving ROI, renewing contracts, and finding room to grow. You will work with an India-based operations and implementation team that handles day-to-day execution, so your time goes into the client.
What you will do
Own a portfolio of enterprise accounts end to end: onboarding handoff, adoption, renewal, and expansion
Build trusted relationships with HR leaders, Total Rewards, and Internal Comms stakeholders, up to the CHRO
Manage multiple stakeholders across HR, IT, Finance, and Communications: align them on shared goals, set clear expectations, and steer escalations to resolution
Act as a consultative advisor: show clients how enabling specific program features (service awards, manager nudges, peer-to-peer recognition, social feeds, HRIS and collaboration integrations) leads to higher adoption, and build the data-backed case that wins their buy-in
Dig into complex platform workflows (approval chains, budget rules, eligibility logic, HRIS data feeds, SSO) to find configuration gaps and root causes, and partner with Support and Engineering on fixes
Run Quarterly Business Reviews that connect platform data to the client's engagement and retention goals
Monitor account health (adoption, recognition coverage, redemption, NPS) and act early on risk
Lead renewals and negotiate pricing in partnership with Sales and Finance
Identify and close upsell and cross-sell opportunities: new modules, service awards, campaigns, and additional populations
Recommend program design improvements and recognition campaigns that lift engagement
Support new business: client references, RFP responses, and prospect meetings when needed
Bring the voice of the customer to Product and leadership
Travel to client sites when required for client engagement
What you bring
4 to 7 years in Customer Success, Account Management, or client-facing consulting at a B2B SaaS company
A track record of owning renewals and growing revenue in an enterprise portfolio
Strong technical understanding of SaaS platforms, integrations, and data flows; you can debug a complex workflow end to end and pinpoint the gap before escalating
Proven stakeholder management: you align senior stakeholders with competing priorities and handle escalations calmly
Excellent relationship management: you build long-term, multi-threaded relationships that hold through leadership changes
A true team player: you collaborate closely with your immediate team and work well with Sales, Product, Engineering, Support, and Finance across the organization
A persuasive, consultative style: you can convince a customer that enabling a program or feature will lift adoption, using data, benchmarks, and their own goals
Confidence presenting to senior HR and business leaders
Comfort with data: you can turn platform metrics into a clear story and recommendation
Strong organization across many accounts
Excellent written and spoken English
Eligible to work in Canada
Nice to have
Experience in HR Tech, employee engagement, R&R, or benefits platforms
Familiarity with HRIS platforms such as Workday, SAP SuccessFactors, or ADP
Experience working with offshore or distributed teams
Basic Proficiency in French or Spanish
How we measure success
Gross and net revenue retention across the portfolio
Renewal rate and renewal pricing uplift
Expansion revenue from upsell and cross-sell
Client NPS and platform adoption metrics
Location
Calgary/ Hybrid or Toronto/ Hybrid
Work Timings: 7.30 – 4.00 PM MST
More about this job
Responsibilities
Manage enterprise client relationships from onboarding through adoption, renewal, and expansion, advising stakeholders on recognition programs and demonstrating their impact with platform data. Monitor account health, resolve complex workflow issues with internal teams, lead business reviews and renewals, identify growth opportunities, and represent customer needs to Product and leadership.
Requirements
Candidates need 4–7 years of experience in Customer Success, Account Management, or client-facing consulting at a B2B SaaS company, with a record of managing enterprise renewals and revenue growth. They should have strong SaaS, integration, and data-flow knowledge, excellent stakeholder and relationship management, persuasive presentation and data interpretation skills, strong organization, English proficiency, and eligibility to work in Canada.
Skills
- Account Management
- Customer Success
- Renewal Management
- Revenue Growth
- Stakeholder Management
- SaaS Platform Troubleshooting
- Integrations
- Data Analysis
- Consultative Selling
- Quarterly Business Reviews
- Escalation Management
- Upselling And Cross-Selling
- Presentation Skills
- Program Design
- Written And Spoken English
Remote locations
- Calgary, Alberta, Canada
- Toronto, Ontario, Canada
Remote locations (standardized)
- Calgary, Alberta, Canada
- Toronto, Ontario, Canada
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Sales
- Management & Leadership
- Human Resources
- Technology
Keywords
- B2B SaaS
- Customer Success
- Account Management
- Employee Engagement
- Rewards And Recognition
- Enterprise Accounts
- Renewals
- Gross Revenue Retention
- Net Revenue Retention
- Upselling
- Cross-Selling
- Quarterly Business Reviews
- NPS
- Platform Adoption
- HR Tech
- HRIS
- Workday
- SAP SuccessFactors
- ADP
- SSO
- Data Feeds
- Integrations
- Approval Chains
- Budget Rules
- Eligibility Logic
- Service Awards
- Peer-To-Peer Recognition
- Manager Nudges
- Social Feeds
- RFP Responses
