Account Manager

CrowdRiff Inc.; Toronto; Remote; CAD 90,000 - 115,000; Full time

Benefits offered by this job

Parental leave

DevDollars program

Equity incentives

Up to 8 weeks of vacation

Travel stipend up to $3000

Job summary

CrowdRiff Inc. is seeking an Account Manager to own a book of roughly 100 customer accounts, with a primary focus on DMOs across East Coast or Mountain territories.

You will retain and grow the book through proactive relationship management, product adoption, customer support and strategic upselling, while partnering with a BDR for new opportunities. You will execute established account management strategies, collaborate with cross-functional teams, and help shape our evolving approach.

Qualifications

• 3+ years of experience in account management or as an Account Executive with demonstrated customer success acumen.
• Proven track record of meeting or exceeding retention, upsell, and/or new business targets.
• Experience prospecting, selling, and managing a large book of business (~100 accounts).
• Highly organized, with the ability to prioritize across many accounts in a fast-paced environment.
• Strong written and verbal communication, relationship-building, and presentation skills.
• Comfort handling customer support questions and coordinating resolution with internal teams.
• Ability to interpret customer data and use insights to drive engagement and expansion.

Responsibilities

• Manage a book of ~100 accounts, focusing on DMOs across the East Coast or Mountain territories.
• Build and maintain relationships with multiple stakeholders in each account.
• Identify and execute strategic upsell and cross-sell opportunities across CrowdRiff's Platform, Creators, and Content Planner.
• Prospect and qualify new opportunities in partnership with your BDR.
• Meet or exceed quarterly and annual retention and revenue growth targets.
• Serve as the primary point of contact for customers, resolving questions and escalating support issues quickly.
• Monitor customer health and proactively address churn risk before renewal.
• Partner with support resources to deliver onboarding, training, and value-driven check-ins.
• Demonstrate product value through regular business reviews and relevant success stories.
• Maintain accurate CRM records, account plans, and forecasts for renewals and upsells.
• Prioritize time across a large book so that high-value and at-risk accounts get the right level of attention.
• Track performance metrics and report on key account outcomes.
• Share customer and regional feedback with Product, Marketing, and Support to influence product and go-to-market decisions.
• Participate in beta programs and help customers adopt new features.
• Support advocacy efforts such as case studies, references, and testimonials.
• Represent CrowdRiff at industry events and networking opportunities as needed.
• Stay current on CrowdRiff's product capabilities and travel and tourism industry trends.
• Participate in internal training and share learnings with peers to strengthen overall team performance.

Skills

Account management

Relationship building

Communication skills

Sales prospecting

Organizational skills

Job description

What’s CrowdRiff?

Good visuals are appealing to the eye, but great visuals tell stories that reignite your desire to discover, spark your creative imagination and even influence what we buy, eat, and do. That’s why CrowdRiff exists: to empower destination marketers to showcase their unique destinations through powerful visual storytelling solutions.

CrowdRiff is built around the idea of pushing the boundaries of exploration; and our dedication to finding experiences that feel more authentic and undiscovered make us who we are. We like to think of ourselves as modern-day explorers, who believe in taking action now and thrive in an open, challenging, and encouraging environment.

Our team is a quirky and diverse crew that has one thing in common: our love for great visuals. Picture this. You will contribute to amplifying unique travel experiences like scuba diving in Tahiti, exploring Napa’s wine country, bungee jumping in Queenstown, and much more while having access to some of our amazing travel perks that allow you to immerse yourselves in local communities and culture.

At CrowdRiff, you have the freedom, autonomy, and resources to set the course of your own future along with an incredible crew. We understand that to feel empowered and to keep forging new paths professionally and personally, we need to pull out all the stops. That’s why we take a proactive approach and set not only professional but also personal goals for all CrowdRiffers. To make this possible, we offer opportunities related to training, tuition, conferences, workshops, or anything else that will help you achieve your goals under our ‘DevDollars’ program.

Every day, we work across departments, time zones, and even oceans to reach our goals and delight our customers - all while being remote. If you are looking to make travel an incredible experience today, and for future generations, and are passionate about visuals & tech, you’re just our type.

Your Role: Account Manager

The Account Manager owns a book of roughly 100 customer accounts, with a primary focus on Destination Marketing Organizations (DMOs). You will retain and grow that book through proactive relationship management, product adoption, customer support and strategic upselling, while prospecting for new opportunities in partnership with your Business Development Representative (BDR). You will execute on established account management strategies and bring insights from the field to help shape our evolving approach.

What you'll do:

Account Management & Growth

• Manage the full lifecycle of a book of approximately 100 accounts, with a focus on DMOs across the East Coast or Mountain territories.
• Build and maintain strong relationships with multiple stakeholders in each account, not just a single point of contact.
• Identify and execute strategic upsell and cross-sell opportunities across CrowdRiff's Platform, Creators, and Content Planner.
• Prospect and qualify new business opportunities in partnership with your BDR.
• Meet or exceed quarterly and annual retention and revenue growth targets.

Customer Success & Support

• Serve as the primary point of contact for customers, resolving questions and escalating support issues quickly.
• Monitor customer health and proactively address churn risk before renewal.
• Partner with support resources to deliver onboarding, training, and value-driven check-ins.
• Demonstrate product value through regular business reviews and relevant success stories.

Portfolio & Pipeline Management

• Maintain accurate CRM records, account plans, and forecasts for renewals and upsells.
• Prioritize time across a large book so that high-value and at-risk accounts get the right level of attention.
• Track performance metrics and report on key account outcomes.

Regional Insights & Collaboration

• Share customer and regional feedback with Product, Marketing, and Support to influence product and go-to-market decisions.
• Participate in beta programs and help customers adopt new features.
• Support advocacy efforts such as case studies, references, and testimonials.
• Represent CrowdRiff at industry events and networking opportunities as needed.

Continuous Learning & Development

• Stay current on CrowdRiff's product capabilities and travel and tourism industry trends.
• Participate in internal training and share learnings with peers to strengthen overall team performance.

Ideally you'll have:

• 3+ years of experience in account management, or as an Account Executive with demonstrated customer success acumen.
• Proven track record of meeting or exceeding retention, upsell, and/or new business targets.
• Experience prospecting, selling, and managing a large book of business (~100 accounts).
• Highly organized, with the ability to prioritize across many accounts in a fast-paced environment.
• Strong written and verbal communication, relationship-building, and presentation skills.
• Comfort handling customer support questions and coordinating resolution with internal teams.
• Ability to interpret customer data and use insights to drive engagement and expansion.
• Experience working cross-functionally with Product, Marketing, Sales, or Customer Success teams.
• Familiarity with the travel, tourism, or DMO industry is an asset.

$90,000 - $115,000 a year

Why CrowdRiff?

At CrowdRiff, we don’t just believe in wow-ing our customers, but also our employees. That’s why, in addition to your competitive salary and benefits plan, we offer perks like:

Well-being & growth:

• Parental leave
• Extended learning and development opportunities through our DevDollars program
• Equity incentives

Flexibility at work:

• Feel-Good Fridays:Enjoy a half-day off every other Friday in summer
• No-meeting Fridays year-round
• Flexible work hours
• Regular team socials & team events

Travel:

• Up to 8 weeks of vacation
• Up to $3000 towards your next trip
• Travel and work from a country of your choice for 90 days

We use AI tools to help support parts of our interview process and improve the candidate experience.

Upon request, CrowdRiff will provide job applicants with any accommodations they may require for the interview process, candidate assessments, and all other applicable steps within the recruitment and selection process. When requested, CrowdRiff will consult with the applicant to provide suitable accommodations.

CrowdRiff is proud to be a diverse and equal opportunity employer and as such does not discriminate on the basis of race, colour, religion, sex, national origins, age, sexual orientation, disability or any other characteristic protected by applicable laws. Selection decisions are solely based on job-related factors.