About Acelab

Acelab is an innovative technology company in the Architecture, Engineering, and Construction (AEC) industry that's bridging the gap between building product manufacturers and design professionals. Our platform and solutions help streamline workflows, improve decision-making, and drive better outcomes for all stakeholders in the building process.

Overview

We are seeking an experienced Account Manager who will be the primary relationship owner for our manufacturing partners, driving customer success, retention, and growth. The ideal candidate is a confident, personable, and professional, with strong customer experience expertise who can manage a high volume of accounts while ensuring each partner maximizes their ROI from our platform.

As the Senior Account Manager at Acelab, you will be responsible for the complete lifecycle management of our manufacturing partner relationships. You'll work closely with our marketing, data, and customer experience teams to deliver exceptional value to our partners while identifying opportunities for account expansion and renewal. This role requires someone who thrives in a fast-paced startup environment and can build strong relationships that drive both customer satisfaction and business growth.

Key Responsibilities:

Account Management & Relationship Building

• Serve as the primary point of contact for manufacturing partners throughout their entire customer journey
• Build and maintain strong, trusted relationships with key stakeholders across partner organizations
• Conduct regular check-ins, business reviews, and strategic planning sessions with partners
• Proactively identify and address potential issues before they impact customer satisfaction
• Proactively identify upsell opportunities to grow accounts and ARR

Customer Success & Value Realization

• Ensure partners are successfully onboarded and achieving value from our platform
• Monitor customer health metrics and proactively intervene when accounts show signs of risk
• Collect and analyze customer feedback to drive product improvements and platform enhancements
• Work with partners to establish success metrics and regularly demonstrate ROI
• Collaborate with internal teams to resolve customer concerns quickly and effectively

Growth & Retention

• Identify upselling and cross-selling opportunities within existing accounts
• Lead renewal conversations and negotiations to maximize account retention
• Develop and execute account expansion strategies based on customer needs and platform capabilities
• Achieve quarterly and annual targets for ARR growth and customer retention

Cross-Functional Collaboration

• Partner with marketing team to develop customer success stories and case studies
• Work closely with data team to provide partners with meaningful insights and reporting
• Collaborate with customer experience team to ensure seamless partner interactions
• Provide product team with customer feedback to inform roadmap priorities

Required:

• 3-5 years of experience in customer experience, account management, or customer success roles
• Proven track record of managing customer renewals and driving account expansion
• Strong experience with upselling and achieving revenue growth targets
• Excellent communication and interpersonal skills with ability to build rapport quickly
• Confident, personable demeanor with ability to manage challenging customer situations
• Highly motivated self-starter who thrives in a fast-paced environment
• Strong organizational skills and ability to manage multiple priorities simultaneously
• Experience working with B2B SaaS platforms or technology solutions

Preferred:

• Experience in the architecture, engineering, construction, or building products industry
• Previous startup experience and comfort with ambiguity and rapid change
• Background in sales or business development
• Familiarity with CRM systems and customer success platforms
• Understanding of data analysis and customer health scoring
• Experience presenting to C-level executives and senior stakeholders

What We Offer

• Opportunity to grow with a dynamic AEC technology company
• Collaborative, remote work environment with a focus on innovation
• Professional development and opportunities to expand your skillset
• Competitive compensation and benefits package
• Performance-based incentives tied to customer success and growth metrics
• Chance to make a meaningful impact on our partner success program and company growth

If you're passionate about building customer relationships, driving business growth, and helping partners succeed in the AEC industry, we'd love to hear from you!