Customer Account Manager

Swapcard

Toronto, Ontario, Canada

Toronto, Ontario, Canada

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Mission
The CAM Team Lead plays a pivotal role in guiding and developing the Customer Account Management team toward a unified, performance-driven model
They coach and support CAMs in balancing revenue accountability, client success, and platform adoption , ensuring each account reaches its full growth potential while maintaining the highest service standards
The CAM Team Lead bridges sales mindset and success excellence , ensuring the team delivers measurable impact across revenue, retention, and customer engagement. Team Leadership & Coaching

Lead a group of CAMs (mix of ex-AMs and ex-CSMs) through a structured coaching approach.

Drive team cadence: portfolio reviews, renewal preparation, and client success routines.

Ensure performance monitoring, regular feedback, and individual development plans.

Build a strong team culture focused on ownership, accountability, and collaboration.

Commercial & Revenue Enablement

Maintain strong revenue pressure across the portfolio — renewals, expansions, and NRR growth.

Coach CAMs on Salesforce & Gainsight usage and adoption , pipeline management, forecasting, opportunity tracking and account touch point follow up

Support commercial discussions: pricing agility, renewals, and strategic account negotiations.

Report to the Head of CAM on forecasting accuracy and revenue delivery consistency.

Customer Success & Platform Engagement

Support CAMs in becoming success-driven advisors :

Monitor portfolio reviews and engagement score tracking.

Deepen platform knowledge to help clients drive adoption and event performance.

Coach on positioning and transforming new value levers (e.g., Exhibitor Marketplace, monetization).

Ensure CAMs actively help clients succeed through best practice sharing, training sessions, and follow-up on platform usage.

Oversee implementation success follow-up in partnership with CIM Team Leads to ensure customer objectives defined during onboarding are achieved and translated into measurable success metrics.

Monitor feedback calls and post-implementation reviews , identifying opportunities to strengthen engagement, correct friction points, and align platform performance with the client's business goals.

Cross-Functional Collaboration

Collaborate with CIM Team Leads to ensure seamless coordination between setup and ongoing success phases, maintaining a unified strategy that connects customer implementation outcomes to long-term retention and growth .

Partner with Product, Marketing, and Revenue Ops to align client feedback with strategic priorities.

Contribute to playbook improvements and process optimization within the Customer Organization.

Profile & Background

Proven background combining platform expertise, sales acumen, and customer success leadership .

Strong ability to coach mixed profiles (commercial-first and success-first).

Excellent communication, leadership

Toronto, Ontario, Canada

Sprachkenntnisse

English

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