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Salary: CAD 120,000 - 130,000 / annual
CloudTalk is an AI-powered business phone system and AI Voice Agent platform serving 160+ countries. The company is backed by $36M in funding and is scaling toward $100M ARR with a team of 200 people.
As an Account Manager, you will own customer retention and portfolio expansion for a book of business. This is a quota-carrying, strategic role where you act as a trusted business partner to clients, accountable for their success metrics and the health of your accounts.
Key Responsibilities:
- Run regular Executive Business Reviews that tie CloudTalk performance to client KPIs, positioning yourself as a trusted advisor rather than a vendor contact.
- Lead the full renewal cycle across your portfolio: forecast risk, build proactive save strategies, and consistently hit retention targets quarter over quarter.
- Identify and close organic growth opportunities within accounts—increased seat count, platform adoption, or premium add-ons.
- Build and maintain customer health frameworks for your book of business, defining leading indicators and intervening early before issues escalate.
- Act as the internal voice of your clients, partnering with Product, Support, and Customer Engineering to resolve issues, surface feedback, and influence the roadmap.
You will work hybrid from CloudTalk's Toronto office (320 Bay St, M5H 4A6), 3 days in-office. The role includes personalized 1:1 coaching, unlimited PTO, equity opportunities, fitness allowance, and two company offsites per year.
Requirements:
- Hands-on experience in Account Management or Customer Success in B2B SaaS with a demonstrable track record of hitting retention and expansion targets.
- Proven ownership of a book of business independently—you've managed renewals, run save plays, and grown accounts without heavy oversight.
- Experience owning customer health metrics and building or working within health score frameworks.
- Comfortable running Executive Business Reviews and navigating multi-stakeholder accounts up to C-suite level.
- Highly commercial mindset—you think like a revenue owner, not just a relationship manager.
- Data-driven: comfortable in Excel/Sheets, BI dashboards, and CRM reporting to manage your portfolio analytically.
- Technical aptitude: you enjoy learning SaaS products deeply and can guide customers to maximize platform value.
- Familiarity with CS/AM tooling such as HubSpot, Gainsight, Planhat, or similar.
- Business fluency in English and Spanish.
