Account Manager

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