Senior Strategic Account Manager

mHUB; Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

mHUB is seeking a Senior Strategic Account Manager for its Hardtech Development Services (HDS) team in Chicago. You will manage senior executive relationships, drive revenue growth through expansions, renewals, and upsell opportunities, and coordinate cross-functionally to deliver value beyond project delivery.

The role requires extensive experience in B2B services, ability to translate technical value into business outcomes, and a track record of sustaining long-term client partnerships.

Qualifications

• 8-15 years in customer success, account growth, strategic management, or post-sale revenue roles in B2B settings, ideally involving hardware or physical products.
• Proven success in expanding revenue within existing accounts.
• Expertise in managing complex, multi-stakeholder relationships and executive communication.

Responsibilities

• Own executive-level relationships with key customers across active and inactive engagement periods.
• Lead strategic check-ins, account reviews, and milestone-based progress reporting.
• Identify and pursue renewals, upsell opportunities, and repeat engagements.
• Represent client needs internally and balance advocacy with safeguarding internal resources.
• Translate client insights into actionable enhancements for service delivery and business value.

Skills

Executive-level relationships

Strategic account management

Revenue growth

Cross-functional collaboration

Multi-stakeholder leadership

Client retention

Tools

CRM software

Job description

Senior Strategic Account Manager, HardTech Development Services (HDS)

mHUB seeks a Senior Strategic Account Manager for our Hardtech Development Services (HDS) team. HDS links manufacturers and corporations with mHUB's elite engineering and design experts to speed up product innovation and commercialization. In this role, you'll drive revenue growth by nurturing existing and past client relationships, fostering repeat business, and uncovering expansion opportunities across teams, departments, or business units. You'll own the post-sale lifecycle, ensuring retention, upsell, and account health through trust-based, value-driven interactions-not transactional sales.

The ideal candidate is a seasoned relationship builder skilled in expanding complex technical services accounts via strategic alignment, executive engagement, and proactive advocacy. This position will report to the VP of Innovation Services and Co-founder.

Key Responsibilities

Customer Relationship Management

• Own executive-level relationships with key customers across both active and inactive engagement periods
• Act as the primary strategic contact beyond daily project delivery.
• Ensure clients feel supported and informed, articulating mHUB's value, alignment with their goals, and potential future collaborations.
• Proactively identify and pursue repeat engagements, renewals, and upsell opportunities.

Internal Coordination & Advocacy

• Represent client needs internally to align priorities and expectations.
• Balance advocacy for clients with safeguarding internal resources and teams.
• Deliver feedback to refine service delivery, processes, and offerings.

Outcome-Focused Communication

• Prepare and present quarterly or milestone-based progress reports highlighting account health.
• Create standardized templates linking mHUB's contributions to client outcomes and future opportunities.
• Lead executive check-ins, account reviews, and strategic planning sessions.
• Conduct NPS or satisfaction surveys, analyzing results for insights.

Growth & Retention

• Collaborate on case studies and testimonials to showcase successes.

Voice of the Customer

• Gather and analyze feedback via surveys and interactions to spot trends, risks, and opportunities.
• Convert insights into actionable enhancements for service, communication, and overall experience.

Qualifications:

Required Experience

• 8-15 years in customer success, account growth, strategic management, or post-sale revenue roles in B2B settings, ideally involving hardware or physical products.
• Proven success in expanding revenue within existing accounts.
• Expertise in managing complex, multi-stakeholder relationships.
• Exceptional executive communication and presentation abilities.
• Background in services-based, consultative, or solution-oriented environments.

Technical Fluency

• Experience collaborating with engineering, product, or technical teams.
• Skill in translating technical details into business value.
• Adaptability in ambiguous, evolving settings.

Preferred Qualifications

• Background in hardtech, manufacturing, robotics, automation, or industrial systems
• Experience in professional services, consulting, or R&D models
• Knowledge of innovation ecosystems or startup environments.

What Success Looks Like

In the first 12-18 months, you will:

• Increase repeat engagement and expansion revenue across HDS accounts
• Strengthen executive relationships with key customers
• Improve customer retention and satisfaction metrics
• Expand mHUB's footprint within existing organizations
• Reinforce mHUB's reputation as a trusted long-term hardtech development partner

Why mHUB

• Tackle cutting-edge hardtech projects that bring real products to life.
• Partner with elite engineers, designers, and innovators.
• Empower founders and corporations to solve pressing real-world challenges.
• Contribute to a mission-driven organization advancing manufacturing and hardtech innovation.

Salary and Duration

Salary will be commensurate with experience. Competitive benefits package.

About mHUB

mHUB is the nations leading independent innovation center dedicated to accelerating hardtech development-where physical products are designed, built, and launched to solve real-world challenges in energy, health, sustainability, and advanced manufacturing. At the intersection of innovation and industry, mHUB incubates high-potential startups to commercialize critical technologies faster and with intention.

Based in Chicago, mHUB operates an 80,000+ square-foot prototyping and micro-factory alongside deep technical and entrepreneurial mentorship, a robust investor and pilot network, and U.S.-based suppliers and manufacturing expertise. Since launching in 2017, mHUB has supported over 1,200 entrepreneurs and 500 startups that have generated more than $1.96B in revenue, launched over 1,700 products, created nearly 7,000 jobs, and raised over $2B in capital. mHUB plays a critical role in strengthening U.S. competitiveness and building the physical future from the heart of the Midwest.