Strategic Account Manager

ACORN PLMS PTY LTD; Vancouver; On-site; CAD 65,000 - 80,000; Full time

Job summary

A global SaaS company in Vancouver is searching for a Strategic Account Manager to enhance client relationships and support enterprise clients in maximizing the value of their Performance Learning Management System. The ideal candidate will have 3–5 years of experience in a technical client-facing role, exceptional communication skills, and a proactive approach to account management. This in-office position offers a total remuneration package ranging from $85k to $102k, commensurate with experience.

Benefits

9% RRSP Contribution

$15k Variable Compensation

Qualifications

• 3–5 years’ experience in a client-facing technical role within SaaS or enterprise software.
• Ability to manage complex client relationships independently.
• Strong technical aptitude, preferably with AWS or similar platforms.

Responsibilities

• Serve as the primary contact for enterprise clients, ensuring satisfaction.
• Understand business goals and translate them into effective use of PLMS.
• Provide technical guidance and best-practice recommendations.

Skills

Strategic Account Management

Client relationship management

Technical aptitude

Communication skills

Organizational skills

Proactive mindset

Education

Bachelor's degree or equivalent

Tools

CRM software

AWS

Job description

At Acorn PLMS, we are on a mission to transform the corporate learning experience. Our cutting‑edge Performance Learning Management System (PLMS) software is powered by AI and designed to ensure that what people learn directly contributes to their exceptional performance in business. Corporate performance and learning needs a revolution, and Acorn PLMS is the antidote. We are the only solution that guides learners step by step to master the specific capabilities required for their roles, ultimately accelerating organisational performance.

We are open to individuals based in Vancouver, Canada – this is an in‑office role.

About the role

We’re looking for a Strategic Account Manager (SAM) to join our Customer Success team in Vancouver.

In this role, you’ll work cross‑functionally across Acorn with our customer support and technical support teams to build and enhance your product knowledge, enabling you to support our customers with high‑quality customer service. You’ll work closely with our enterprise clients to help them maximise the value of our PLMS software – managing the client relationship and ensuring technical success.

As a scaling business, we’re in the process of standardising and industrialising our processes for scale. At the start of the role, you’ll spend the first few weeks working with our current SAMs to document the daily practices, processes and advice to create a clear and scalable playbook for delivering excellent service to our customers moving forward. This initial phase is designed to give you valuable insights into our workflows, making it easier to transition smoothly into your responsibilities while equipping you with the knowledge needed to excel in the role.

Key Responsibilities

• Serve as the primary point of contact for assigned enterprise clients, managing day‑to‑day relationships and ensuring ongoing satisfaction and retention.
• Partner with clients to understand their business goals and translate them into effective use of Acorn PLMS capabilities.
• Provide proactive technical guidance, product expertise, and best‑practice recommendations to optimise platform adoption and utilisation.
• Conduct regular business reviews, delivering data‑driven insights and strategic advice to enhance client outcomes.
• Identify opportunities for account growth through upselling, cross‑selling, and renewals in collaboration with Sales and Customer Success teams.
• Collaborate cross‑functionally with Support, Product, and Implementation teams to ensure smooth client onboarding, technical delivery, and issue resolution.
• Contribute to the development and documentation of scalable SAM processes, playbooks, and customer success frameworks as we continue to grow.
• Maintain accurate account health data and activity records in our CRM to support visibility and decision‑making across the business.

Required Experience

• 3–5 years’ experience in a Strategic Account Management, Customer Success, or similar client‑facing technical role within SaaS or enterprise software environments.
• Proven ability to manage complex client relationships independently, delivering measurable outcomes and exceptional customer experiences.
• Strong technical aptitude and ability to quickly understand software platforms – experience with AWS or similar environments is advantageous.
• Excellent communication and stakeholder management skills, with the ability to explain technical concepts to non‑technical audiences.
• Demonstrated success in identifying opportunities for account growth and supporting sales teams through renewals or expansions.
• Proactive, solutions‑focused mindset with strong organisational skills and the ability to manage multiple clients and priorities simultaneously.
• Collaborative approach – comfortable working cross‑functionally with technical, product, and customer teams in a fast‑paced scale‑up environment.

5 Key Capabilities

The best part… we use Acorn for Acorn. We believe in the power of our Managers and Staff being aligned on the 5 capabilities needed for each role, and the level that we expec t for any given role, using our Acorn AI tool to streamline this consistently across our business. The 4 levelscompriseFoundational, Developing, Proficient, and Advanced.

Here are the 5 capabilities for our Strategic Account Manager to give you an idea of what the role entails, and the level we are looking for from it:

• Account Health Monitoring & Risk Escalation: Monitor account health and diagnose emerging risks, escalating and coordinating mitigation to protect customer outcomes, inform renewal strategy, and safeguard recurring revenue. Proficient: At the proficient stage, you monitor usage, adoption, support, sentiment to catch risks early. You investigate, mitigate, elevate to teams, and update customers. Your actions stabilise accounts and inform renewals.
• Customer Onboarding & Adoption Delivery: Design, deliver, and optimise customer onboarding and adoption to accelerate value realisation, drive sustained product usage, and improve retention and expansion. Proficient: At the proficient stage, you lead onboarding and adoption, coordinating stakeholders, configuring environments. You track health, spot risks, fix scoped issues, and improve processes to speed value and sustain adoption.
• Platform Configuration & Integration Support: Configure, integrate and support platforms to enable secure, accurate data exchange, timely launches and sustained operational stability. Proficient: At the proficient stage, you configure SSO, APIs and data mappings, and troubleshoot. You coordinate with teams, test in sandbox, document changes. Your work delivers secure, compliant go‑lives and stability.
• Stakeholder Communication & Expectation Management: Identify and align stakeholders, translate technical work into business outcomes, and set and manage expectations to reduce risk, build trust, and deliver agreed value. Proficient: At the proficient stage, you map stakeholders, translate technical into business outcomes, and set expectations for scope, SLAs and timelines. You give updates, elevate risks, negotiate trade‑offs to coordinate teams.
• Technical Troubleshooting & Root Cause Analysis: Diagnose and resolve customer‑impacting technical issues to identify root causes, restore service quickly, and prevent recurrence, improving product reliability and customer trust. Proficient: At the proficient stage, you diagnose within remit by reproducing errors and using logs to identify causes. You implement workarounds or elevate, document insights to reduce repeats and accelerate resolution.

Why Join Acorn PLMS?

This is a unique opportunity to join a rapidly growing global SaaS company redefining corporate learning. You’ll have the autonomy to shape our brand and marketing strategy at scale while working with a passionate, high‑performing executive team. At Acorn, you’ll be part of a culture that values innovation, impact, and learning – and where your work directly drives the success of millions of learners worldwide.

Location

We are open to individuals based in Vancouver, Canda. We are an office‑first company, meaning we work from our local offices the majority (if not all) of the time. We want to create cool stuff with great people, and we know from experience that is best done through daily moments like the coffee run, walk to grab lunch, or quick huddles. Being able to capitalise on this is key to our ongoing success and a large part of the reason we can work at the pace we do. Please note candidates will need to be in commuting distance to our office based in Gasworks, Vancouver.

Our Recruitment Process

Acorn is committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We are an equal opportunities employer and welcome applications from all qualified candidates. We aim to ensure that our recruitment process is fair and accessible to everyone and encourage candidates to request any accommodations needed during the application or interview stages.

About Working at Acorn

Acorn is the hub for learning and performance for over 3 million active learners globally. The work you do — whether that’s writing lines of code, designing the layout of a dashboard, or talking to customers — helps real people grow not just professionally, but personally. In the space of 10 years, we’ve grown to a global platform in the heart of many major organisations’ ecosystems. There’s still so much to do, and we need people who are keen to help us journey into the next phase on board! And since we’re still growing, there’s so much you can learn on that journey with us. To find out more about life at Acorn, our Values and working with us, check out our website at https://acorn.works and see our Life At Acorn video here! https://youtu.be/2BGUk-n3FrQ?si=U_sS1Y5ZSP0tNtZW

Compensation

One of our core values is transparency and we believe in being upfront with candidates throughout the recruitment process, to make sure expectations are aligned.

This role sits within a salary range of ($65k - $80k) + 9% RRSP Contribution + $15k Variable. Total remuneration package from $85k - $102k, commensurate with experience and qualifications.