Account Management Team Lead

About Us At Showbie, we’re building tools to help teachers transform their classrooms by delivering faster, more engaging, and more impactful feedback and assessment to their students. Our apps, Showbie and Socrative, are used by millions of teachers and students in classrooms worldwide. We are proudly based in Edmonton, Canada, with a growing global team located across Canada and Europe, primarily in the United Kingdom and Norway. We are comprised of people who are passionate about empowering educators as they use technology to redefine and improve their classrooms. Our values of leading with care, being driven by purpose, and seeking perspectives help guide our attitudes and actions each day. The Role Showbie is looking for an experienced Account Management Team Lead to drive customer retention, expansion, and revenue growth across our customer base. This is a player-coach role that combines hands-on ownership of a portfolio of strategic accounts with the leadership and development of a small team of Account Managers and reports to the Sales Director. You will be responsible for delivering against renewal, retention, upsell, and growth targets both personally and through your team. You will lead by example, coaching Account Managers on best practices while actively managing key customer relationships and revenue opportunities. We’re looking for someone who thrives in a fast-paced SaaS environment, enjoys balancing individual contribution with team leadership, and has a proven track record of driving commercial outcomes within enterprise customer accounts. What You’ll Do Team Leadership & Coaching - Lead and develop a team of Account Managers (currently three direct reports), providing ongoing coaching, mentorship, and performance management. - Establish clear expectations, accountability, and success metrics aligned to retention and growth objectives. - Conduct regular pipeline, forecast, and account reviews to support team performance. - Share best practices and support continuous development across customer engagement, negotiation, and commercial conversations. Revenue Retention & Growth - Manage a portfolio of strategic customer accounts, driving renewals, expansion opportunities, seat growth, and product upsells. - Consistently achieve individual revenue targets while supporting team attainment of retention and growth objectives. - Build and execute account plans that identify risks, growth opportunities, and stakeholder engagement strategies. - Maintain accurate forecasting of renewals, upsell opportunities, and expansion pipeline. Customer Success & Account Management - Develop strong relationships with key customer stakeholders and executive sponsors. - Proactively identify churn risks and implement mitigation plans. - Drive product adoption and customer value realisation to support long-term retention and expansion. - Partner with Customer Success, Sales, Marketing, and Product teams to deliver an exceptional customer experience. Operational Excellence - Ensure consistent and high standards of CRM hygiene, forecasting accuracy, and account documentation. - Monitor team performance against key metrics, including renewal rate, Net Revenue Retention (NRR), expansion revenue, and pipeline coverage. - Support account allocation and territory planning alongside Sales Leadership. - Provide regular reporting and insights on team performance, customer trends, risks, and growth opportunities. To Be Successful in the Role, You Will - Lead by example, balancing personal account ownership with a genuine commitment to developing and supporting your team. - Create a culture of accountability, ensuring opportunities, risks, forecasts, and customer commitments are proactively managed and communicated. - Build strong, trusted relationships with customers, helping them realise long-term value from Showbie while identifying opportunities for growth and expansion. - Coach Account Managers to improve commercial acumen, customer engagemen…