Key Account Manager

Jobtailor; Toronto; On-site; CAD 85,000 - 120,000; Full time

Job summary

Ignition is seeking a proactive Customer Success leader to grow a portfolio of mid-market and SMB customers across complex organizations. You will onboard, map workflows, and drive adoption while delivering measurable ROI and revenue growth.

You will build trusted relationships with decision-makers, provide strategic guidance on packaging and pricing, and craft scalable educational content such as webinars. Travel to events and client sites will be required periodically.

Qualifications

• Experience in or with mid-market or larger accounting firms or professional services.
• SaaS experience is a plus; accounting software or industry experience preferred.
• Strong understanding of paid professional services models, including consulting, implementation, packaging, pricing, and delivery.
• Experience managing complex customer relationships with multiple stakeholders and longer strategic sales or adoption cycles.
• Demonstrated success meeting or exceeding revenue and expansion goals within a portfolio.
• Proficiency with Zapier, Slack, Zoom, Loom, Vitally or other Customer Success Platforms, Google Workspace, Atlassian, Intercom, and reporting tools such as Looker.

Responsibilities

• Proactively manage and grow a portfolio of mid-market and SMB customers across multiple stakeholders and complex organizational structures.
• Build trusted relationships with decision-makers and influencers to support roll-outs, adoption, measurable ROI, and referrals.
• Lead onboarding and implementation, including workflow mapping, change management, and cross-team alignment.
• Demonstrate early customer value through first-experience wins and successful pilots.
• Achieve monthly and annual payment volume targets.
• Identify adoption opportunities and customer risks using usage patterns, research, and signals.
• Advise customers as a subject matter expert on change and modern professional services operations.
• Provide strategic guidance on packaging, pricing, and service delivery optimization.
• Create and host webinars and develop scalable educational content.
• Build relationships with larger customers and partners for webinars, campaigns, and case studies.
• Represent the voice of the customer to product, marketing, and sales teams.
• Collaborate globally to improve processes, documents, tools, and reports.
• Attend trade shows and industry events to engage customers and prospects and represent Ignition

Skills

Customer Relationship Management

SaaS Experience

Professional Services Operations

Change Management

Communication Skills

Presentation Skills

Time Management

Collaboration

Data Analysis

Tools

Zapier

Slack

Zoom

Loom

Vitally

Google Workspace

Atlassian

Intercom

Looker

QuickBooks Online

Job description

• Proactively manage and grow a portfolio of mid-market and SMB customers across multiple stakeholders and complex organizational structures
• Build trusted relationships with decision-makers and influencers to support roll-outs, adoption, measurable ROI, and referrals
• Lead onboarding and implementation, including workflow mapping, change management, and cross-team alignment
• Demonstrate early customer value through first-experience wins and successful pilots
• Achieve monthly and annual payment volume targets
• Identify adoption opportunities and customer risks using usage patterns, research, and signals
• Advise customers as a subject matter expert on change and modern professional services operations
• Provide strategic guidance on packaging, pricing, and service delivery optimization
• Create and host webinars and develop scalable educational content
• Build relationships with larger customers and partners for webinars, campaigns, and case studies
• Represent the voice of the customer to product, marketing, and sales teams
• Collaborate globally to improve processes, documents, tools, and reports
• Attend trade shows and industry events to engage customers and prospects and represent Ignition

Requirements

• Proven experience working in or with mid-market or larger accounting firms or professional services organizations (highly preferred)
• Prior SaaS company experience is a plus; accounting software or industry experience preferred
• Strong understanding of paid professional services models, including consulting, implementation, packaging, pricing, and delivery
• Experience managing complex customer relationships with multiple stakeholders and longer strategic sales or adoption cycles
• Demonstrated success meeting or exceeding revenue and expansion goals within a portfolio
• Proficiency with Zapier, Slack, Zoom, Loom, Vitally or other Customer Success Platforms, Google Workspace, Atlassian, Intercom, and reporting tools such as Looker
• Demonstrated curiosity for and adoption of AI tools and workflows
• Ability to advise customers on accounting technology stacks and integrations such as QuickBooks Online, Xero, CCH Axcess, Thomson Reuters Onvio, Karbon, or comparable platforms
• Strong communication skills for engaging senior stakeholders and delivering presentations and strategic recommendations
• Excellent written communication skills for professional documentation, resources, and customer-facing content
• Strong time management and organizational skills across multiple accounts
• Ability to actively listen, navigate objections, and incorporate feedback
• Willingness and ability to travel within the US and Canada
• Legal right to work in Toronto, Canada or within British Columbia
• Ability to work Eastern time zone hours and flex occasionally for Pacific time zone requests

Core Competencies

Demonstrates expertise in managing mid-market and SMB customer relationships, with a strong focus on onboarding, change management, and strategic guidance in professional services operations. Proficient in utilizing customer success platforms and accounting technology stacks to drive adoption and achieve revenue targets.

Highest-signal resume keywords

• Customer Relationship Management
• SaaS Experience
• Professional Services Operations
• Change Management
• Communication Skills

ATS Optimization Keywords

Hard Skills

• Customer Success Platforms
• Accounting Technology Stacks
• Workflow Mapping
• Revenue Growth
• Change Management
• Implementation Strategies
• Data Analysis
• Strategic Guidance
• Presentation Skills
• Time Management

Soft Skills

• Active Listening
• Organizational Skills
• Curiosity
• Adaptability
• Collaboration

Industry Keywords

• Mid-Market
• SMB
• Professional Services
• Consulting
• Implementation
• Paid Professional Services Models
• Accounting Firms
• Customer Engagement
• Webinars
• Trade Shows

Tools & Technologies

• Zapier
• Slack
• Zoom
• Loom
• Vitally
• Google Workspace
• Atlassian
• Intercom
• Looker
• QuickBooks Online