Account Manager

Account Manager

Portfolio Guardian & Strategic Partner

Location:
Ontario, Canada (Remote-first, occasional in-person)

Type:
Full-time

Reports to:
Senior Account Manager

The Role (Not a Job Title)

We're not looking for someone to manage accounts. We're looking for someone to
amplify the success of clinical trial leaders who are already pushing boundaries
in their field.

Your clients are researchers, operations directors, and trial coordinators managing complex studies with budgets that matter, timelines that slip when data isn't managed cleanly, and teams that thrive when they have visibility and control. They're the
heroes of their own stories
, solving critical problems in clinical research. Your job? Make them look like geniuses.

You'll own a portfolio of clients and nurture those relationships the way a gardener tends plants—with attention, strategy, and genuine care for what they're trying to grow.

What You'll Actually Do
The Strategic Thinking (40%)

• Understand their world.
  Deep-dive into how your clients run trials. What keeps their director up at night? Where are the manual workarounds? When do budgets get tight? What's broken that they've learned to live with?
• Be their strategic advisor.
  When a client's needs evolve, you see it coming. You identify gaps before they cost them time. You know when they're ready to expand, optimize, or consolidate.
• Find the gaps only an expert sees.
  Not every opportunity is a sale—sometimes it's a workflow fix, a team training need, or a different approach to their problem. You know the difference.

The Relationship (35%)

• Be present, not noisy.
  Regular check-ins that matter. Quarterly business reviews that aren't theater. You listen more than you talk.
• Connect the dots internally.
  Your clients' needs flow to our product team. Their feedback shapes what we build. You're the bridge.
• Solve problems, not just escalate them.
  When something breaks, you own finding the solution—whether that's a technical workaround, a process change, or a feature request.
• Build trust that compounds.
  Over time, your clients should see you as someone who genuinely cares about their success, not just their renewal.

The Business (25%)

• Track what matters.
  You'll monitor renewal timing, expansion opportunities, and early warning signs that a client is struggling. Numbers don't lie; they just whisper.
• Report with clarity.
  Weekly snapshots of portfolio health. Monthly summaries of progress. Quarterly forecasts that are actually accurate because you understand your accounts.
• Negotiate with respect.
  When pricing or terms come up, you know how to have honest conversations where both sides feel heard.

Who We're Looking For
Mindset

• Client-obsessed, not quota-obsessed.
  You believe that if clients succeed, the revenue takes care of itself. You'd rather lose a deal than sell something that doesn't fit.
• Comfortable in ambiguity.
  Early-stage means some processes are still being built. You don't need everything documented; you're resourceful and adaptable.
• Genuinely curious.
  You want to understand how things work. Clinical trials are complex, healthcare is regulated, and SaaS is evolving—and you're genuinely interested in all of it.
• Reliable and direct.
  You say what you mean. You do what you say. You don't sugarcoat, but you're kind about the truth.

Experience

• 5+ years in B2B account management
  (SaaS, software, or services in regulated industries strongly preferred).
• Proven track record
  managing portfolio retention and expansion.
• Comfortable with complexity.
  You've worked in regulated or highly technical spaces. You understand compliance doesn't mean clunky—it just means intentional.
• Technical fluency, not expertise.
  You don't need to code, but you understand system architecture, data flows, and technical constraints well enough to have real conversations.

Skills That Matter

• Communication that connects.
  You write emails that get responses. You run meetings that actually accomplish something. You explain complex ideas simply.
• Analytical but human.
  You love data—but only when it tells you something actionable. You know when a metric is a symptom, not the disease.
• Resilience with perspective.
  You don't panic when a renewal is at risk. You see it as a signal to understand and fix something fundamental.

What Success Looks Like

Year 1:

• 100% retention across your portfolio (churn is a sign something broke—we fix it).
• 15%+ net revenue expansion from existing accounts (growth that comes from deeper relationships, not hard selling).
• Accurate, monthly forecasting of renewal and expansion opportunities.
• Your clients actively refer us to peers (they're your best salespeople).

Year 2+:

• Portfolio has grown by 20-30% through strategic upsells and expansion.
• You've identified and championed 2-3 product features based on client feedback that are now core to our roadmap.
• You're a trusted advisor—clients want to work with
  you
  , not just our company.

One More Thing

This role exists because we believe clients deserve someone who genuinely wants them to win. Not someone maximizing their commission. Not someone checking boxes. Someone who thinks about clinical trial leaders on the weekend and comes back Monday with ideas to help.

If that sounds like you, we'd love to talk.

How to Apply:

Send a short note (not a resume) telling us: What's the most meaningful thing you've done in your last account management role, and why did it matter to the client? Include your resume and links to anything that shows your work (LinkedIn, portfolio, etc.).

We review applications as they come and move quickly on people who excite us.