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Customer Account ManagerSwapcard • Toronto, Ontario, Canada
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Customer Account Manager

Swapcard
  • CA
    Toronto, Ontario, Canada
  • CA
    Toronto, Ontario, Canada
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About

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

    Languages

    • English
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