Strategic Account Manager

At Acorn PLMS, we are on a mission to transform the corporate learning experience. Our cutting‑edge Performance Learning Management System (PLMS) software is powered by AI and designed to ensure that what people learn directly contributes to their exceptional performance in business. Corporate performance and learning needs a revolution, and Acorn PLMS is the antidote. We are the only solution that guides learners step by step to master the specific capabilities required for their roles, ultimately accelerating organisational performance.

We are open to individuals based in Vancouver, Canada – this is an in‑office role.

We’re looking for a Strategic Account Manager (SAM) to join our Customer Success team in Vancouver.

In this role, you’ll work cross‑functionally across Acorn with our customer support and technical support teams to build and enhance your product knowledge, enabling you to support our customers with high‑quality customer service. You’ll work closely with our enterprise clients to help them maximise the value of our PLMS software –
managing the client relationship and ensuring technical success.

As a scaling business, we’re in the process of standardising and industrialising our processes for scale. At the start of the role, you’ll spend the first few weeks working with our current SAMs to document the daily practices, processes and advice to create a clear and scalable playbook for delivering excellent service to our customers moving forward. This initial phase is designed to give you valuable insights into our workflows, making it easier to transition smoothly into your responsibilities while equipping you with the knowledge needed to excel in the role.

• Serve as the primary point of contact for assigned enterprise clients, managing day‑to‑day relationships and ensuring ongoing satisfaction and retention.
• Partner with clients to understand their business goals and translate them into effective use of Acorn PLMS capabilities.
• Provide proactive technical guidance, product expertise, and best‑practice recommendations to optimise platform adoption and utilisation.
• Conduct regular business reviews, delivering data‑driven insights and strategic advice to enhance client outcomes.
• Identify opportunities for account growth through upselling, cross‑selling, and renewals in collaboration with Sales and Customer Success teams.
• Collaborate cross‑functionally with Support, Product, and Implementation teams to ensure smooth client onboarding, technical delivery, and issue resolution.
• Contribute to the development and documentation of scalable SAM processes, playbooks, and customer success frameworks as we continue to grow.
• Maintain accurate account health data and activity records in our CRM to support visibility and decision‑making across the business.

• 3–5 years’ experience in a Strategic Account Management, Customer Success, or similar client‑facing technical role within SaaS or enterprise software environments.
• Proven ability to manage complex client relationships independently
  , delivering measurable outcomes and exceptional customer experiences.
• Strong technical aptitude and ability to quickly understand software platforms – experience with AWS or similar environments is advantageous.
• Excellent communication and stakeholder management skills
  , with the ability to explain technical concepts to non‑technical audiences.
• Demonstrated success in identifying opportunities for account growth and supporting sales teams through renewals or expansions.
• Proactive, solutions‑focused mindset with strong organisational skills and the ability to manage multiple clients and priorities simultaneously.
• Collaborative approach – comfortable working cross‑functionally with technical, product, and customer teams in a fast‑paced scale‑up environment.

The best part… we use Acorn for Acorn. We believe in the power of our Managers and Staff being aligned on the 5 capabilities needed for each role, and the level that we expec t for any given role, using our Acorn AI tool to streamline this consistently across our business. The 4 levels comprise

Foundational,…