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