Account Manager

Company Description

Wingmate helps businesses in the commercial services industry streamline their sales processes, improve operational efficiency, and grow their businesses through technology. Our platform equips teams with the tools they need to manage leads, organize customer relationships, optimize workflows, and improve visibility across their sales operations.

We work with businesses across industries such as waste management, environmental services, commercial cleaning, equipment sales and rentals, and other field-service-based industries.

For more information please have a look at our Website: https://wingmateapp.com/

Job Description

Wingmate is looking for a proactive, customer-focused Account Manager to build strong relationships with our customers, drive product adoption, and ensure they achieve measurable value from our platform.

As an Account Manager, you will serve as a trusted advisor to your portfolio of customers, helping them optimize their sales and operational workflows while identifying opportunities to improve their results. You will work closely with customers to understand their business objectives, guide them through product adoption, and ensure they continue to see value throughout their relationship with Wingmate.

This role requires a combination of relationship management, customer success, problem-solving, commercial awareness, and proactive communication. The ideal candidate is organized, accountable, comfortable leading customer conversations, and motivated by helping customers succeed.

Key Responsibilities1. Customer Relationship Management

• Build and maintain strong, long-term relationships with an assigned portfolio of customers.
• Act as the primary point of contact for customer questions, account needs, and ongoing support coordination.
• Proactively schedule regular customer check-ins, business reviews, and strategy sessions.
• Develop a strong understanding of each customer's business, operational challenges, goals, and definition of success.
• Maintain consistent communication with customers to build trust, strengthen engagement, and prevent issues from escalating.

2. Customer Onboarding & Product Adoption

• Lead the onboarding process by coordinating introductions, training sessions, and implementation activities.
• Guide customers through Wingmate's features and functionality to ensure successful adoption.
• Help customers configure and optimize their workflows, pipelines, automations, reporting, and other relevant platform capabilities.
• Ensure customers understand how to incorporate Wingmate into their daily sales and operational processes.
• Identify gaps in product adoption and develop action plans to improve platform utilization.

3. Customer Retention & Account Health

• Monitor customer engagement, product adoption, satisfaction, and overall account health.
• Identify at-risk accounts early and proactively implement strategies to improve customer outcomes.
• Address customer concerns, coordinate internal resources, and follow issues through to resolution.
• Maintain accurate account notes, meeting recaps, action items, and customer success plans within HubSpot.
• Take ownership of customer follow-ups and ensure commitments are completed within agreed timelines.
• Support renewal preparation by demonstrating value delivered and addressing outstanding concerns well in advance.

4. Account Growth & Revenue Expansion

• Identify opportunities to expand existing customer relationships through additional users, features, modules, or services.
• Understand customer growth plans and recommend relevant Wingmate solutions that support their objectives.
• Partner with Sales and Revenue leadership to coordinate expansion opportunities and commercial discussions.
• Maintain visibility into upcoming renewals, potential churn, expansion opportunities, and account risks.
• Contribute to net revenue retention and account expansion targets.

5. Account Management Execution & Accountability

• Maintain a structured schedule of customer meetings, follow-ups, and account management activities.
• Prepare agendas before customer meetings and document meeting recaps, decisions, and next steps afterward.
• Ensure all customer meetings and meaningful interactions are recorded accurately in HubSpot.
• Keep account information, renewal dates, action items, and customer success plans current.
• Proactively manage your calendar and prioritize activities based on customer needs, account health, and revenue opportunities.
• Take initiative during periods of lower meeting volume by reaching out to customers, booking account reviews, and identifying opportunities to improve engagement.

Key Performance Indicators (KPIs)

Success in this role will be measured through a combination of customer outcomes, retention, account growth, and execution.

The most important distinction is that Account Managers should be accountable for three outcomes:

1. Retention: Customers remain with Wingmate because they see consistent value.
2. Adoption: Customers actively use the platform and integrate it into their workflows.
3. Growth: Account Managers identify opportunities to expand revenue within their existing portfolio.

Specific targets will be established by management based on portfolio size, customer needs, and business objectives.

Qualifications & Experience

• Experience in Account Management, Customer Success, Client Services, SaaS, or a related customer-facing role.
• Strong communication, relationship-building, and presentation skills.
• Ability to manage multiple customer accounts while maintaining organization and attention to detail.
• Experience conducting customer meetings, delivering training, and managing follow-up activities.
• Strong problem-solving skills and the ability to take ownership of customer issues.
• Comfortable discussing business objectives, customer challenges, and opportunities for account growth.
• Familiarity with CRM platforms, preferably HubSpot, and customer success workflows.
• Ability to work collaboratively across Sales, Product, Support, and Operations teams.
• A proactive mindset, strong sense of accountability, and willingness to take initiative.

Experience working with commercial services, waste management, field services, or other operationally focused industries is an asset.

What Success Looks Like

Within this role, a successful Account Manager will:

• No Churn
• Upsell Target Hit
• High Client Advocacy

The Ideal Candidate

The ideal candidate is someone who takes ownership of their accounts, follows through on commitments, and understands that successful Account Management requires consistent effort beyond scheduled meetings.

They are proactive rather than reactive, organized without needing constant supervision, and comfortable balancing customer relationships with commercial objectives. They know how to lead a customer conversation, identify underlying challenges, and translate those challenges into practical solutions.

Above all, they care about customer outcomes and take pride in helping businesses become more efficient, productive, and successful with Wingmate.

• At Wingmate, our goal is not simply to provide software. It is to help our customers build better businesses. Our Account Managers play a critical role in making that happen.