Manager, Account Management

Here at Labster, we are seeking an energetic Manager of Account Management to support our Higher Education customers and to lead a team of 8-10 Account Managers. Customer Success is vital to our long-term profitability and growth strategy and we will not be successful unless our customers are receiving massive value from our products. This person must be passionate about delivering the best customer experience and is driven by delivering results. The Manager of Account Management will have full ownership and responsibility of sales activities, training initiatives and executing critical programs that support customer retention and expansion.

What you’ll be doing

• Contribute to the overall vision and strategy of the Customer Success organization

• Lead and mentor a team of Account Managers to proactively engage with our customers to provide business value and influence customer advocacy, growth and retention

• Focus on leading a best-in-class customer experience, and driving growth through gross renewals and net retention improvements

• Track and analyze renewal and upsell activities to understand and capitalize on performance

• Be accountable for the attainment of all renewal and expansion targets

• Manage day-to-day operations of your team including: maintaining an accurate forecast, managing escalations from your direct reports, ensuring the delivery and documentation of high quality engagements throughout the customer lifecycle, and facilitating weekly one-on-one and team meetings

If you’ve got these skills, we’d love to hear from you

• Previous experience with a start-up/scale-up tech or SaaS company

• 2+ years of people management experience within a SaaS organization

• 5+ years of sales, account management, or customer success experience, preferably within EdTech or SaaS

• A proven track record of executing bold growth strategies and overperforming against company targets and expectations

• A deep understanding of marketing, sales and service best practices

• Bachelor's Degree or higher in a related field or equivalent work experience

• Self-starter, an entrepreneurial mindset

• Team player and puts the customer and team first

• Passionate about customer outcomes and value delivery during the customer lifecycle

• You are BOLD...big ambitions motivate you

• You enjoy and work best in a constantly changing dynamic environment. We have not figured everything out, we need you!
  

Why Labster.

We are Labster. Creators of virtual science lab software that makes learning engaging, effective and accessible, to as many students as possible. We exist to empower the next generation of scientists to change the world. It’s our mission to support 100 million science learners globally by 2025.

In the same way our technology empowers students, we thrive on an autonomous and innovative culture based on Holacracy, and ensuring that your work fits into your lifestyle.

We encourage individual expression, boldly challenge how it’s always been done, and foster learning, creativity and growth. How you work is in your control, balanced by the comfort of access to like-minded, inspiring people, when you need it.

What’s in it for you?

• Be a part of making science accessible and engaging to the world’s future scientists
• Embrace the autonomy of Holacracy, and work that fits into your lifestyle
• Fair and attractive salaries
• Work with flexibility
• Unlimited paid vacation (which we encourage you to actually take!)
• Learning budget & freedom to decide what you learn!
• Company-wide equity program
• Opportunities to travel and meet your colleagues from around the world!

Our commitment to all of you

Labster, Inc. is proud to be an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Labster strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex (including pregnancy), age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment. Labster complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.