Any

Big Internet Seller Services Inc; Ottawa; Remote; CAD 128,000 - 184,000; Full time

Benefits offered by this job

100% medical, dental, vision coverage

16 weeks parental leave

Unlimited PTO

Remote work stipend

Wellness stipend

Professional development budget

Job summary

Customer.io is seeking an Account Manager to lead a portfolio of mid-market and enterprise clients in North America. This revenue-owner role focuses on renewals, expansions, and building trusted relationships to drive growth and retention.

You will forecast pipelines, articulate ROI, and collaborate with Customer Success and Sales to close complex deals while maintaining strong CRM hygiene and data-driven processes.

Qualifications

• 3+ years in Account Management, Sales, or a related SaaS role with revenue ownership.
• Experience managing multi-million ARR in mid-market to enterprise segments.
• Strong ability to forecast, build dashboards, and manage a CRM data set.
• Excellent communication with both technical and non-technical stakeholders.

Responsibilities

• Own the full commercial strategy for a portfolio of mid-market and enterprise accounts — renewals, expansion, and churn mitigation.
• Drive growth by helping customers adopt Customer.io strategically, identifying new use cases and articulating ROI.
• Forecast renewal and expansion pipeline with a clear, repeatable methodology and maintain CRM hygiene.
• Develop proactive pipeline and multi-threaded relationships, acting as a commercial advisor across the org.
• Collaborate with Customer Success and Sales on health, expansion deals, and negotiations with cross-functional teams.

Job description

Over 9,000 companies, from scrappy startups to global brands use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. Customer.io powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

About the role

Hi, I'm Tijani Jackson, Manager of Account Management at Customer.io , and I'm looking for an Account Manager to join our North America’s Team. This is a revenue ownership role - you'll manage a portfolio of mid-market and enterprise accounts, driving renewals, identifying expansion opportunities, and building the kind of relationships that make customers want to grow with us. You'll be part of a tight-knit team and a key commercial voice for the accounts you own.

This role is open to candidates based in the US or Canada only.

What we value

• Commercial ownership: you treat your book of business like it’s yours, because it is. You spot opportunities and challenges early, bring thoughtful recommendations to your manager, and take accountability for results
• Forecasting discipline and data-driven decision-making, not gut feel
• Multi-threaded relationships — you build trust across the org, not just with one champion
• Expansion through value, not feature gates or mechanical levers
• Close partnership with Customer Success — you see CS as a collaborator, not a handoff

What you'll do

• Own the full commercial strategy for a portfolio of mid-market and enterprise accounts — renewals, expansion, and churn mitigation
• Drive growth by helping customers adopt Customer.io more strategically, identifying new use cases and articulating ROI clearly
• Forecast renewal and expansion pipeline accurately with a clear, repeatable methodology, maintaining strong CRM hygiene and reliable pipeline data
• Proactive pipeline generation and multi-threaded relationships - you actively uncover growth opportunities and build trust as a commercial advisor across the org, not just with one champion
• Partner closely with Customer Success on account health and with Sales on expansion deals
• Own commercial negotiations, navigate objections and complex deal cycles, and drive renewals and expansions to close, partnering with Legal, Finance, and other internal teams as needed

What we're looking for

• 3+ years in Account Management, Sales, or a related SaaS commercial role with direct ownership of a revenue number (5+ years preferred)
• Experience managing $5m ARR, predominantly in the MM space
• Proven ability to grow customer spend outside of overages or true-ups — genuine expansion through adoption and value articulation
• A forecasting methodology you can walk through clearly — it doesn't need to be a named framework, just logic you own
• Comfortable pulling usage data, tracking health scores, and building your own dashboards
• Strong communicator — clear and persuasive with both technical and non-technical stakeholders
• Based in the US or Canada

We believe in transparency. Starting salary for this role is $90,000 base + $39,000 variable = $129,000 OTE USD (or equivalent in local currency) depending on experience and subject to market rate adjustment.

We know our people are what make us great, and we're committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

No gotchas, no trick questions - just a clear, human process designed to help both of us make an informed decision.

• 30-minute video call with a Recruiter
• 45-minute video call with the Hiring Manager
• Take-Home Assignment
• 1-hour Assignment Review Call with the team

All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.