Account Management Director

November 27

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Wishpond (TSXV:WISH)

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SaaS • Marketing • eCommerce

Wishpond is a comprehensive marketing platform designed to help businesses increase sales and grow their customer base. It offers a variety of tools including landing pages, email marketing, social promotions, marketing automation, and Shopify marketing. Their platform is user-friendly, allowing businesses to create effective marketing campaigns without the need for extensive technical skills. Wishpond also provides a team of marketing experts to manage campaigns, ensuring that businesses can achieve their marketing goals efficiently. The company targets a wide range of industries, including eCommerce, beauty and wellness, fitness, financial institutions, and more, and is particularly beneficial for small to medium-sized businesses looking to enhance their digital marketing presence.

201 - 500 employees

☁️ SaaS

🛍️ eCommerce

💰 Debt Financing on 2021-09

📋 Description

• Partner with the Fulfillment Team to align account management goals with overall company strategy and business objectives • Oversee performance management, career development, training, and recruitment of the Account Management Team • Lead and support the execution of strategies that ensure client campaigns deliver measurable results and align with business goals • Manage client relationships, ensuring requirements are delivered, negotiating business outcomes, addressing escalations, and implementing innovative growth and retention strategies • Collaborate with Account Managers and Directors to oversee client onboarding, communication, and ongoing satisfaction • Address client needs with team members and formulate tailored account plans to support and deliver against them • Champion the voice of the customer, ensuring insights from client interactions influence product roadmap, marketing, and operational priorities • Drive customer adoption, engagement, satisfaction, and lifetime value through proactive programs and initiatives • Oversee support operations, ensuring fast resolution times, scalable processes, and continuous improvement of customer experience • Manage key accounts and at-risk customers, implementing strategies to strengthen relationships and maximize renewals • Develop and monitor KPIs including NPS, retention, expansion revenue, campaign performance, and time-to-value • Own and manage budgets, optimizing resources for maximum efficiency and impact • Collaborate cross-functionally with Fulfillment, Product, Marketing and Sales teams to identify opportunities that improve customer journeys and reduce churn • Partner with Marketing to launch education, onboarding, and enablement programs for clients and partners • Lead, mentor, and grow a high-performing organization across account management, customer success, and fulfillment disciplines • Build scalable processes and systems that support self-serve and hybrid customer engagement models • Foster a culture of collaboration, transparency, empathy, accountability, and integrity that drives both team and customer loyalty • Ensure high levels of client satisfaction, retention, and credibility • Perform other leadership duties as required to ensure customer satisfaction, team performance, and business success • Other duties as assigned.

🎯 Requirements

• Minimum of 3-5 years of leadership experience managing diverse, cross-functional remote teams • Proven expertise in account management, customer success, and online marketing best practices (SMB and SaaS environments preferred) • Strong background in marketing strategy, campaign execution, and fulfillment disciplines (SEO, ads, copywriting, design) • Exceptional relationship management skills with proven ability to negotiate, manage escalations, and achieve client objectives • Demonstrated success in aligning client needs with company financial objectives and growth strategies • Strong recruitment, training, leadership, and team development skills to ensure employee satisfaction, retention, and career growth • Excellent analytical, problem-solving, and troubleshooting abilities; able to define problems, collect data, establish facts, and draw actionable conclusions • Strong business acumen and interpersonal skills, including planning, presentation, and cross-functional collaboration • Excellent communication skills (written, verbal, and presentation) with the ability to interface effectively across all levels and departments • Experience managing global teams and complex projects seamlessly in fast-paced environments • Self-motivated, detail-oriented, creative, and results-driven with a client-first mentality • Tech-savvy, organized, and administratively strong • Deep commitment to customer satisfaction and fostering a service-first culture within teams • Fluent in English (spoken and written); knowledge of an additional language is an asset

🏖️ Benefits

• Fully remote position allowing you to work from your home anywhere in Canada! • Exciting and dynamic environment with a great leadership team • Comprehensive training program and regular performance reviews to facilitate your success • Competitive compensation based on experience and proven abilities • Great referral programs with incentives and bonuses • Unbelievable product discounts when you use our products for your own business • A global workforce of multi-cultural and talented colleagues • A close-knit operation with amazing growth opportunities for your personal development • A high-growth SaaS technology company publicly traded on the TSX Venture Exchange • Corporate headquarters in beautiful Vancouver, British Columbia, Canada