Senior Account Manager (Mid-Market)

CloudTalk Inc.; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Benefits offered by this job

Private health insurance

Unlimited PTO

Remote work options

Job summary

CloudTalk Inc. is seeking an experienced Account Manager to own a portfolio of strategic clients in a fast-growing B2B SaaS environment.

You will drive retention, renewal cycles, and expansion opportunities while acting as a trusted strategic partner to executive stakeholders. You will collaborate with Product, Support, and Customer Engineering to translate customer needs into ROI for clients and to influence product direction.

Qualifications

• Experience in Account Management or Customer Success in B2B SaaS.
• Proven track record of hitting retention and expansion targets.
• Ownership of a book of business independently (renewals, saves, growth).
• Experience owning customer health metrics and leading Executive Business Reviews.

Responsibilities

• Be the Strategic Business Partner and run Executive Business Reviews tied to client KPIs.
• Own Retention & Expansion, lead renewals, and build proactive save strategies.
• Identify and close organic growth opportunities within your portfolio (seat count, platform adoption, add-ons).
• Own Portfolio Health by defining leading indicators and tracking in analytics tools.
• Advocate for clients internally and influence roadmaps with Product/Support.

Skills

Account management

Customer success

B2B SaaS

Executive business reviews

Portfolio management

Renewals

Data-driven

Tools

HubSpot

Gainsight

Planhat

Job description

Global SaaS Scale-up| Series B. Personalised 1:1 Coaching. Own some of our most strategic portfolio in North America. Toronto, Hybrid (3 days in-office, 320 Bay St, M5H 4A6).

About CloudTalk

CloudTalk is an AI-powered business phone system and AI Voice Agent platform built for sales and support teams. It brings business calling, AI-powered call intelligence, and autonomous AI voice agents together in one platform, helping small and mid-sized businesses make more calls, handle more conversations, and deliver better customer experiences.

Serving customers in 160+ countries, CloudTalk is backed by $36M in funding from leading investors, including KPN Ventures, Point Nine, and HenQ. We’re investing in making AI a natural part of every business conversation and helping companies get more value from every call.

With a team of 200 people, CloudTalk values growth, innovation, teamwork, customer focus, and human connection. The company moves fast, builds for the future, and cares deeply about creating products and a culture that people genuinely love.

Why Join CloudTalk Now?

We're in an era of rapid innovation — taking our top-tier communication infrastructure to the next level by integrating cutting-edge AI. Join us as we pioneer the future of business communication and drive toward $100M ARR.

Be part of one of Europe’s fastest-growing SaaS companies

Own some of our most strategic portfolio in North America

Work with cutting-edge AI products in a high-growth market. From real-time call intelligence, automated summaries, and AI coaching to AI voice agents and AI receptionists that are transforming how our clients handle volume at scale

Have a front-row seat in our journey to $100M ARR

The Role

Our Account Managers are the business owners of their portfolio. This is a quota-carrying role where you will own Customer Retention and Portfolio Expansion. You will be a trusted strategic partner to your clients, accountable for their success metrics and the health of your book of business.

This is not a reactive support role. We need someone who runs their portfolio like a business: setting health benchmarks, building save plays before risk surfaces, and consistently translating CloudTalk's capabilities into measurable ROI for clients.

What You Will Do

Be the Strategic Business Partner

Run regular Executive Business Reviews that tie CloudTalk performance directly to your clients' KPIs. Position yourself as a trusted advisor — not just a vendor contact — and build durable relationships with decision makers and executive stakeholders.

Own Retention & Expansion

Lead the full renewal cycle across your portfolio — forecast risk, build proactive save strategies, and consistently hit retention targets quarter over quarter. Churn on your accounts should never come as a surprise.

Identify and close organic growth opportunities within your portfolio — whether that's increased seat count, platform adoption, or premium add-ons. You should know your accounts well enough to see expansion plays before clients do.

Own Portfolio Health

Build and maintain customer health frameworks for your book of business. Define the leading indicators that matter, track them in HubSpot and your analytics stack, and intervene early — before issues become escalations.

Act as the Internal Advocate

Be the voice of your clients inside CloudTalk. Partner closely with Product, Support, and Customer Engineering to resolve issues, surface feedback, and influence the roadmap — while confidently representing CloudTalk's direction back to your accounts.

What Makes You a Great Fit

We're looking for an experienced Account Manager or Customer Success Manager who's owned meaningful books of business in B2B SaaS — not just managed relationships, but driven commercial outcomes.

• Hands-on experience in Account Management or Customer Success in B2B SaaS, with a demonstrable track record of hitting retention and expansion targets
• Proven ownership of a book of business independently — you've managed renewals, run save plays, and grown accounts without heavy oversight
• Experience owning customer health metrics: you've built or worked within health score frameworks and used leading indicators to drive proactive action
• Comfortable running Executive Business Reviews and navigating multi-stakeholder accounts up to C-suite
• Highly commercial mindset — you think like a revenue owner, not just a relationship manager
• Data-driven: comfortable in Excel/Sheets, BI dashboards, and CRM reporting to manage your portfolio analytically
• Technical aptitude — you enjoy learning SaaS products deeply and can guide customers to maximise platform value
• Familiarity with CS/AM tooling: HubSpot, Gainsight, Planhat, or similar
• Business fluency in English.

Why you’ll love being a CloudTalker

Unlimited PTO that people actually take. Fully remote with four European hubs. A coach you can book, a career path in writing, and equity when you deliver. Here’s the full package.

Get better, faster

• A coach you can actually book. Recurring 1-on-1 sessions with our resident coach. A real conversation about your career, on company time.
• Promotions without guesswork. Our job-leveling framework is transparent: every level and its expectations, in writing. You’ll always know what the next step requires and where you stand.
• A path to equity. At CloudTalk, equity is earned over time. Seniority, tenure, and consistent impact, together, are what get you there. Not an automatic perk. Something you grow into.

Work the way you work best

• Unlimited PTO, and we mean it. Taking 30 days a year is normal here. Deliver beyond expectations, and you’ve bought yourself room for more.
• The right setup for your role. Depending on the team, you’ll either work from one of our hubs four days a week or have the option to work fully remote. Our offices are fully equipped and centrally located.
• Flexible hours, built around your team. No clocking in, no clocking out. Be there for your team, clients, and the meetings that matter. The rest is yours.
• Gear that doesn't fight you. A MacBook for work, plus a home-office allowance for remote roles to build a setup you like sitting at.

Rest like you mean it

• Recharge Fridays: 4 extra all-company days off a year. Once a quarter, everyone is off at the same time. You come back to zero pings, not a doubled backlog. That’s the point.
• Fitness allowance. Gym, climbing, yoga, whatever keeps you moving. You choose, we pay.

People worth staying for

• Up to €5,000 per referral. You know great people. When we hire one of them, you get paid for it.
• Two offsites a year worth packing a bag for. The all-company offsite (last year: Tuscany) plus a dedicated function-specific offsite, both somewhere remote enough that people actually talk.
• Fresh CloudTalk swag every year!

+Private Health Insurance

By submitting your application, you acknowledge that Cloudtalk will process your personal data based on Cloudtalk’s legitimate interest in finding the most suitable candidate and a pre-contractual relationship with you. For more information on how Cloudtalk processes your personal data, please refer to our Privacy Notice.