The Account Manager is responsible for maximizing customer retention, growth, and satisfaction across an assigned portfolio of accounts. This role combines strategic relationship management with a deep understanding of client goals to drive renewals, expansion, and long-term success. The Account Manager acts as the primary commercial partner, ensuring customers realize continuous value from GoCanvas solutions while contributing directly to company revenue objectives. Key Responsibilities Account Management & Growth Manage a portfolio of accounts, serving as the primary contact for all renewal, expansion, and satisfaction initiatives. Identify, develop, and execute strategies for horizontal and vertical expansion through Quarterly Business Reviews, Strategic Reviews, and Product Innovation discussions. Collaborate closely with key stakeholders to align solutions with business objectives and demonstrate value realization. Leverage data insights to track adoption, drive performance metrics, and refine account strategies for maximum growth. Retention & Renewals Own renewal processes, ensuring timely execution of contract negotiations, renewals, and price adjustments. Develop and implement proactive save plans to mitigate churn, address at-risk accounts, and maintain a healthy book of business. Monitor customer health and engagement through data-driven tools to anticipate and resolve potential retention risks. Consistently meet or exceed retention and expansion revenue goals through renewal optimization and customer advocacy. Customer Advocacy & Escalations Act as a trusted advisor and advocate, ensuring customers’ voices are represented across internal teams. Serve as the escalation point for customer issues, coordinating resolutions with cross-functional partners in a timely and professional manner. Partner with internal Customer Success, Professional Services, Billing, and Product teams to enable seamless execution and customer satisfaction. Collaboration & Reporting Collaborate across departments to identify upsell, cross-sell, and renewal opportunities. Provide leadership with forecasts and insights on customer retention, account health, and revenue projections. Track and report on KPIs for expansion, renewal, retention, and satisfaction to drive continuous process improvement. Tools & Systems Salesforce for CRM and account management ChurnZero for customer health tracking Salesloft and Gong for communication and engagement management Zendesk and Intercom for support and billing coordination Billing, Invoicing, and Reporting systems for GoCanvas, Device Magic, and SiteDocs