Manager, Account Management (INTERNAL APPLICANTS ONLY)

Job summary

The Manager, Account Management leads and develops a team of Account Managers to drive post-sale commercial outcomes including retention and expansion. This player-coach role involves setting performance standards, managing renewal pipelines, and fostering cross-functional collaboration to ensure customer health.

Job details

About Minga Minga means community. It’s the belief that we achieve more together than we ever could alone. At Minga, joining our team isn't just about a new role, it's about joining a collective that is deeply invested in your growth, your impact, and your connection to the people around you. We’re building the Student Behavior Platform schools can’t live without, and we’re having fun doing it. We are a tight-knit group of curious, low-ego humans who genuinely enjoy the "we" over the "me." Supportive Growth: You aren’t on an island. You’ll have the autonomy to do your best work and a community that has your back every step of the way. Shared Ownership: Whether at our Kelowna HQ or remote, you’re a vital part of a team that cares as much about the people as the product. Real Impact: Everything we do supports the educators and students we serve, creating a ripple effect of connection in schools everywhere. Ready to be part of the community? Come help us make school life better for everyone. 💙 The Role The Manager, Account Management leads and develops a team of Account Managers who own Minga's post-sale commercial outcomes: retention, expansion, and customer health. This is a player-coach role: you're close enough to the work to coach deals and renewals in real time, and senior enough to set the process and standards the whole team operates from. Your team owns GRR and NRR for a named book of business. Your job is to make sure every AM on your team has the skills, systems, and support to hit those numbers and that the team as a whole is building an increasingly healthy, expanding customer base for Minga. What You’ll Do 🚀 Team Leadership & Development Lead, coach, and develop a team of Account Managers through regular 1:1s, deal reviews, and performance conversations Set clear performance expectations and hold the team accountable to GRR, NRR, renewal rate, and health score targets Build individual development plans for each AM; identify strengths, gaps, and growth paths Recruit, interview, and onboard new AMs; own their ramp to full productivity Revenue & Retention Ownership Own the team's aggregate GRR and NRR targets; forecast renewals and flag risk early Review the renewal pipeline with each AM weekly; identify deals that need coaching, escalation, or executive support Monitor health score trends across the team's book; intervene when accounts trend toward churn Develop and own the early-warning process — ensuring at-risk accounts are identified and addressed 90+ days before renewal Process & Playbook Build and maintain AM playbooks: renewal process, QBR format, upsell identification, health monitoring, and escalation frameworks Own HubSpot standards for the AM team — stage definitions, health fields, forecast categories, and renewal tracking Partner with the Manager, Implementation Management on handoff quality — ensuring AMs receive complete, usable handoffs from go-live Continuously improve team efficiency through better tooling, templates, and process iteration Cross-Functional Partnership Partner with the AE team and Director of Sales on expansion deal collaboration — AM identifies, AE closes, handoff back to AM Work with Marketing to develop case studies, references, and customer advocacy programs Bring customer feedback and retention patterns to Product; translate churn signals into actionable roadmap input Report team performance, book health, and risk to the Director, Account Management What Success Looks Like In the first 30 days: Deep understanding of every AM's book, active deals, and individual performance Relationships established with Implementation, AE team, and cross-functional partners Renewal risk assessment complete for the next 120 days In the first 90 days: Updated AM playbook and renewal process documented and in use Individual development plans in place for each AM First forecast presented to Director, Account Management with accuracy Ongoing: Team GRR: [TBD]% Team NRR: [TBD]% Renewal rate on time: [TBD]% AM ramp time to target productivity within defined window Improving health score trend across the team's book quarter over quarter What We Require ✅ 5+ years in customer success or account management in B2B SaaS, with at least 2 years in a people management role Proven track record of leading teams to strong GRR and NRR outcomes in a named-book model Experience building or refining AM processes, playbooks, and renewal frameworks Strong coaching ability, you know how to develop a range of AM experience levels Data-driven approach to team management; comfortable with health scoring, pipeline forecasting, and CRM-based reporting HubSpot experience (or equivalent) required K-12 EdTech or education sector experience is a strong asset Who You Are 🌟 A developer of people — your instinct is to coach, not to take over the account Commercially sharp — you understand GRR and NRR as business outcomes, not just metrics Proactive about risk — you spot churn signals before they become losses A clear communicator who can run a tight team meeting, deliver a direct performance conversation, and present to leadership A systems thinker — you improve the process, not just the result Collaborative and low-ego — you work fluidly with Sales, Implementation, and Product to get the right outcomes for customers Role Compensation 💰 Manager, Account Management Base Salary: $94,500 - $108,500 (70%) Variable: $40,000 - $46,500 OTE: $135,000 - $155,000 Compensation Philosophy & Transparency 💰 At Minga, we believe compensation should reflect impact, fairness, and market alignment, supporting our mission to empower educators and students while building a high-performing, people-first culture. Our standard is to pay at or near the midpoint of the range unless there is a clear business rationale to vary. This approach allows for growth and provides room to learn and develop within the role. We also conduct annual compensation reviews in November, which take into account both market benchmarks and individual performance. Check out our Benefits & Perk Page for a full review of the overall compensation package. AI at Minga 🤖 At Minga, we believe AI should make your work faster, smarter, and less repetitive — not more complicated. AI is meant to augment how we work, not replace human thinking or judgment Leverage AI, but stay you. We expect you to use the tools available to you, but remember that Minga is built on real people. Your resume and "Why Minga" answer will be read by a real life human, so give us a glimpse of the person behind the profile. During your interview we value your unique voice over a perfect prompt. It's okay to not answer perfectly. What You Can Expect From Us 💙 At Minga, you’re more than just an application, you’re a real person with a story we want to hear. We believe in clear communication, mutual respect, and ensuring every candidate walks away feeling valued, whether we end up working together or not. Ready to Apply? 👋 If this role feels like a fit or even a maybe, hit apply. We’re genuinely excited to learn more about you. Let’s build something meaningful together.

What you’ll do

The Manager, Account Management leads and develops a team of Account Managers to drive post-sale commercial outcomes including retention and expansion. This player-coach role involves setting performance standards, managing renewal pipelines, and fostering cross-functional collaboration to ensure customer health.

Requirements

Candidates must have 5+ years of experience in B2B SaaS customer success or account management, with at least 2 years in a people management role. Proficiency in CRM reporting, renewal frameworks, and a data-driven approach to team leadership are required.

Listed skills

• Account Management · Preferred
• Data analysis · Preferred
• Coaching · Preferred
• Team Leadership · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Account Management
• Team Leadership
• SaaS
• Customer Success
• Renewal Management
• HubSpot
• Data Analysis
• Pipeline Forecasting
• Coaching
• Performance Management
• Strategic Planning
• B2B Sales
• EdTech
• Customer Retention
• Process Improvement
• Player Coach
• Case Study
• Customer Success Management
• People Management
• Curiosity
• Medical Monitoring
• Artificial Intelligence
• Business To Business
• Customer Relationship Management
• Management
• Customer Service
• Software As A Service (SaaS)
• Communication
• Customer Advocacy
• Executive Information Systems
• Sales
• Forecasting
• Leadership
• Marketing
• Renewal Theory
• Risk Analysis
• Team Management
• Team Performance Management
• Tooling
• Upselling
• HubSpot CRM

Job areas

• Management & Leadership
• Customer Service & Support
• Sales
• Technology
• Education
• Account Management Intern
• Account Manager (General)
• Commercial Sales Representatives
• Sales Representatives, Wholesale and Manufacturing, Except Technical and Scientific Products