ABOUT TRIBUTE TECHNOLOGY:

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, and Ukraine.

ABOUT YOU:

Tribute Technology seeks a Manager of Account Management who excels in cultivating outstanding customer relationships and possesses a unique combination of passion, experience, people-centered leadership, and a proven history of steering organizational change.
As a player / coach, the Manager of Account Management will lead and mentor a team of account management professionals, as well as ensure customer satisfaction, retention, and revenue growth through effective relationship management for their accounts.

KEY RESPONSIBILITIES:

• Drive customer retention and expansion by leading team of Account Managers
• Lead and inspire a team of Account Managers, providing ongoing enablement, coaching, and development, including sharing and shaping Customer Success process, best practices, and strategies
• Cultivate and maintain strong relationships with key stakeholders at customer organizations, understanding their business goals and challenges
• Act as trusted advisor to customers, ensuring they realize the full value of our platform and proactively addressing their evolving needs
• Collaborate with the sales team to identify cross-sell opportunities
• Develop and implement strategies to improve customer retention and reduce churn, directly impacting revenue growth
• Monitor customer engagement and health metrics to proactively mitigate risk and deliver tailored success plans
• Measure and report on key KPIs, including customer satisfaction, retention rates, and revenue impact
• Cross-collaborate with internal teams to advocate for the voice of the customer
• Partner closely with sales, product, and services teams to advance Tribute's mission and approach to customer engagement
• Regularly monitor account health and user adoption across a large portfolio of accounts, and report on key performance indicators to Commercial team leadership

QUALIFICATIONS AND EXPERIENCE:

• 5+ years of experience in Customer Success or Account Management Enterprise SaaS
• Proven track record of exceeding retention and expansion quotas
• Proven ability to manage large (several thousand) logo portfolio
• Experience leading a CS or Account Management team in a digital-led or scaled engagement model
• Proven ability to coach and manage CS/Account Management professionals, especially in structured, playbook-driven environments with dynamic customer engagement.
• Commercially aware, with the ability to coach Account Managers on how to identify value stories, spot expansion signals, and partner effectively with AEs.
• Operationally observant, with a strong eye for inefficiencies, friction, or process breakdowns — and a collaborative mindset for surfacing improvements that can inform broader systems thinking.
• Highly self-motivated and accountable - you take ownership of your team's results and raise the bar on what great looks like.
• Analytical and outcome-oriented, with a track record of using performance data to drive individual and team-level improvements.
• Exceptional communication, presentation, and negotiation skills, with executive presence
• Bachelor's degree in a relevant field required; advanced degree or MBA is a plus

WHAT WE OFFER YOU:

• Competitive salary
• Great benefits package (401k Match, Cigna for health, vision, dental, PTO, Paid Holidays. . .)
• An outstanding collaborative work environment
• Fully Remote in North America

#LI-remote

WORK ENVIRONMENT / PHYSICAL DEMANDS:

Psychological conditions:

• Contact with clients on a regular basis, multiple priorities and deadlines, pressure of sales targets

We are not sponsoring visas at this time.