Strategic Account Manager

Job Title: Strategic Account Manager

Job : 84651

Location: Vancouver, British Columbia

Our client is on a mission to transform the corporate learning experience. Our AI-powered Performance Learning Management System (PLMS) is designed to ensure that what people learn directly translates into exceptional performance  guiding learners step by step to master the capabilities required for their roles, our client helps organisations accelerate performance porate learning needs a revolution — and our platform is built to deliver it.

This role is based in Vancouver, Canada and is office-first. We’re looking for a Strategic Account Manager (SAM) to join our client’s growing Customer Success team in Vancouver. In this role, you’ll work closely with enterprise customers to help them maximise the value of our PLMS platform. You’ll own the client relationship end to end — from onboarding and implementation through to long-term adoption, optimisation, and growth.

You’ll partner cross-functionally with Customer Support, Technical Support, Product, and Sales teams to build deep product knowledge and deliver a high-quality customer experience. As the Strategic Account Manager, you’ll also project manage platform implementations, coordinating timelines, gathering requirements, ensuring milestones are met, and working alongside technical specialists responsible for configuration, integrations, and complex setups. Once customers are live, your focus will shift to driving adoption and measurable outcomes.

Acting as a trusted advisor, you’ll help clients embed the platform into their learning and performance ecosystem, identify opportunities for optimisation, and leverage new features and best practices. Through proactive engagement, data analysis, and regular business reviews, you’ll ensure customers continue to realise meaningful, long-term value. We believe in clear expectations and alignment around what success looks like. This role is built around five core capabilities, with proficiency expected across all areas:

• Client Relationship Management (Proficient): Independently manages complex enterprise client relationships, ensuring high satisfaction and retention.
• Sales & Account Expansion (Proficient): Identifies and supports upsell, cross-sell, and renewal opportunities, contributing to account growth.
• Technical Solutions & Product Expertise (Proficient): Advises customers on optimal platform usage to support performance outcomes.
• Business Insight & Strategic Guidance (Proficient): Leads business reviews and provides strategic recommendations aligned to customer goals.
• Cross-Functional Collaboration (Proficient): Works effectively across multiple internal teams to ensure smooth implementations and ongoing success.

• Serve as the primary point of contact for assigned enterprise customers, managing relationships, satisfaction, and retention.
• Lead and project manage end-to-end customer implementations, coordinating onboarding milestones and delivery timelines.
• Partner with customers to understand business objectives and translate them into effective use of the PLMS platform.
• Provide proactive product expertise and recommendations to drive adoption, engagement, and long-term value.
• Conduct regular business reviews, delivering data-driven insights and strategic guidance.
• Identify opportunities for account growth, including renewals, upsell, and cross-sell, in collaboration with Sales and Customer Success.
• Contribute to the development of scalable account management processes, implementation workflows, and customer success frameworks.
• Maintain accurate account health, engagement metrics, and documentation within the CRM.

• 3–5 years’ experience in Strategic Account Management, Customer Success, or a similar client-facing role within SaaS or enterprise software.
• Proven ability to manage complex customer relationships independently and deliver strong outcomes.
• Strong technical aptitude with the ability to quickly understand and explain software platforms (experience with cloud-based or enterprise systems is advantageous).
• Excellent communication and stakeholder management skills, including…