Account Manager / Customer Success Manager

Altanora; Montreal; Hybrid; CAD 80,000 - 110,000; Full time

Job summary

Altanora is seeking an Account Manager / Customer Success Manager who builds trusted client relationships, understands technical and business requirements, and identifies growth opportunities aligned with customer goals. This role blends account management, customer success, and consultative business development.

You should bring a strong technical foundation in end-user computing, VDI, cloud services, or managed services, and be comfortable collaborating with business stakeholders and technical

Qualifications

• 5+ years in account management or customer success in IT or managed services.
• Experience with technical discovery and translating requirements.
• Proven ability to identify cross-sell and renewal opportunities.
• Strong communication with both technical and business stakeholders.
• Fluent in English; French is a strong asset.

Responsibilities

• Own a portfolio of accounts with long-term relationships.
• Lead account planning and renewal discussions.
• Understand client environments and align services to outcomes.
• Collaborate with sales, technical teams, and delivery to ensure a consistent experience.
• Prepare proposals and growth plans with stakeholders.
• Maintain accurate activity, opportunities, and forecasts in HubSpot.

Skills

Account management

Customer success

Technical account management

Consultative selling

CRM management

Tools

HubSpot

Job description

Account Manager / Customer Success Manager

Identify and prospect potential clients while managing and satisfying existing accounts. Sell Altanora's products and services, maintain professional relationships, and collaborate with marketing to optimize sales strategies.

Role Summary

Altanora is looking for an Account Manager / Customer Success Manager who can build trusted client relationships, understand technical and business requirements, and identify growth opportunities aligned with customer goals. This role combines account management, customer success, and consultative business development.

The ideal candidate brings a strong technical foundation in end-user computing, virtual desktop infrastructure, cloud services, or managed services, and is comfortable working with both business stakeholders and technical teams.

They can translate client needs into clear recommendations, support long-term account health, and help expand Altanora’s footprint through relevant services and strategic guidance.

Key Responsibilities

• Own and grow a portfolio of customer accounts by building strong, long-term relationships based on trust, responsiveness, and consistent value.
• Act as the primary point of contact for customer success, account planning, and ongoing commercial discussions.
• Develop a strong understanding of each client’s environment, priorities, technical requirements, and business objectives.
• Partner with technical teams to assess customer needs and align Altanora services with the right outcomes.
• Identify opportunities to expand existing accounts through additional services, managed services, modernization initiatives, and infrastructure improvements.
• Lead regular account reviews focused on performance, priorities, risks, adoption, and future opportunities.
• Help clients evaluate options related to VDI, DaaS+, endpoint management, cloud infrastructure, security, and managed services.
• Surface risks to retention early and coordinate internal teams to support client satisfaction and account stability.
• Build account plans that support revenue growth, customer retention, and stronger executive relationships.
• Prepare proposals, renewal discussions, service recommendations, and growth plans in collaboration with internal stakeholders.
• Maintain accurate account activity, opportunity tracking, and forecast updates in HubSpot.
• Collaborate closely with sales, technical consultants, project teams, and service delivery to ensure a consistent customer experience.

What success looks like in this role

• Customers view you as a trusted advisor who understands both their technical environment and their business priorities.
• Accounts are retained, expanded, and developed through relevant recommendations rather than transactional selling.
• Customer needs are clearly qualified and communicated internally, improving solution fit and delivery alignment.
• Growth opportunities are identified proactively based on account knowledge, service performance, and changing client requirements.
• Executive and operational relationships are maintained across customer accounts.

Required Qualifications

• 5+ years of experience in account management, customer success, technical account management, or consultative sales within the IT, cloud, managed services, or infrastructure sector.
• Strong technical understanding of one or more of the following: VDI, DaaS, Citrix, Microsoft environments, endpoint management, cloud infrastructure, or managed services.
• Demonstrated ability to manage client relationships while identifying cross-sell, upsell, and renewal opportunities.
• Experience engaging with both technical and business stakeholders, including IT leaders and operational decision-makers.
• Ability to assess client requirements, ask strong discovery questions, and translate needs into practical recommendations.
• Strong communication, presentation, and account planning skills.
• Comfortable coordinating multiple internal stakeholders in support of customer outcomes.
• Experience working in a B2B environment with mid-market or enterprise customers.
• Strong organizational skills and discipline in CRM management.
• Fluent in English; French is a strong asset.

Preferred Qualifications

• Experience in customer-facing roles related to Citrix, Azure Virtual Desktop, VMware Horizon, endpoint management, or managed cloud services.
• Background in technical consulting, sales engineering, or service delivery is an asset.
• Understanding of security, compliance, and remote work infrastructure challenges.
• Experience supporting customers in regulated or IT-dependent industries such as financial services, healthcare, or professional services.

Core Competencies

• Relationship management
• Customer success mindset
• Technical discovery
• Consultative selling
• Business and technical communication
• Retention and renewal support
• Opportunity identification
• Cross-functional collaboration
• Executive presence

Why Join Altanora

Altanora helps organizations modernize end-user computing, improve operational performance, and support secure remote and hybrid work environments. Our team is known for deep technical expertise, responsive support, and a practical, client-focused approach.

This role offers the opportunity to work closely with customers, contribute to meaningful account growth, and partner with teams delivering high-value cloud, infrastructure, and managed services.