Remote Account Director/Client Services

The Role, Account Manager
-SiteDocs , a GoCanvas company, is a leading provider of digital safety management software, trusted by thousands of teams to modernize and simplify workplace health and safety across construction, engineering, infrastructure, logistics, and beyond. We’re the highest-rated EHS platform on Gartner-owned Capterra, empowering field teams and safety leaders to replace paperwork, boost compliance, and drive real-time visibility where it matters most.
SiteDocs is part of the Nemetschek Group — a publicly traded European software company with a multi-billion-euro market capitalisation. The group brings together more than 15 specialised brands, including GoCanvas, Bluebeam, FirmusAI, Nevaris, AllPlan, VectorWorks, and SpaceWell, serving customers across the full AECO (Architecture, Engineering, Construction & Operations) spectrum. The Account Manager is responsible for maximizing customer retention, growth, and satisfaction across an assigned portfolio of accounts. This role combines strategic relationship management with a deep understanding of client goals to drive renewals, expansion, and long-term success. The Account Manager acts as the primary commercial partner, ensuring customers realize continuous value from GoCanvas or Sitedocs solutions while contributing directly to company revenue objectives.

Account Management & Growth
Manage a portfolio of accounts, serving as the primary contact for all renewal, expansion, and satisfaction initiatives.
Leverage data insights to track adoption, drive performance metrics, and refine account strategies for maximum growth.
Own renewal processes, ensuring timely execution of contract negotiations, renewals, and price adjustments.
Develop and implement proactive save plans to mitigate churn, address at-risk accounts, and maintain a healthy book of business.
Monitor customer health and engagement through data-driven tools to anticipate and resolve potential retention risks.
Consistently meet or exceed retention and expansion revenue goals through renewal optimization and customer advocacy.
Customer Advocacy & Escalations
Act as a trusted advisor and advocate, ensuring customers’ voices are represented across internal teams.
Serve as the escalation point for customer issues, coordinating resolutions with cross-functional partners in a timely and professional manner.
Partner with internal Customer Success, Professional Services, Billing, and Product teams to enable seamless execution and customer satisfaction.
Provide leadership with forecasts and insights on customer retention, account health, and revenue projections.
Track and report on KPIs for expansion, renewal, retention, and satisfaction to drive continuous process improvement.
Salesforce for CRM and account management
ChurnZero for customer health tracking
Salesloft and Gong for communication and engagement management
Zendesk and Intercom for support and billing coordination
Rocketlane for project and communication management (where applicable)
Back End systems as needed for data review and reporting
3–5 years of experience in account management, customer success, or retention-focused roles, ideally in a SaaS or subscription-based environment

• Proven ability to drive renewals, expansion, and retention through consultative account management practices
• Strong communication, relationship management, and problem-solving abilities
• Analytical mindset with experience leveraging data for decision-making and strategy optimization
• Proficiency with CRM platforms (Salesforce) and customer engagement tools
• Ability to work cross-functionally and effectively manage multiple, concurrent priorities

Growth in customer referral rates and account penetration
Maintenance of a healthy, satisfied, and expanding customer base
Join a mission-driven team focused on proactive customer success and long-term partnership. You'll collaborate with supportive colleagues, impact business growth, and play a critical role in ensuring our customers thrive with GoCanvas & SiteDocs solutions.

Data Driven Decisions - Because wisdom requires understanding the facts of the matter, disputes between competing perspectives are resolved with data.
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We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We take into account an individual’s qualifications, skillset, and experience in determining final salary. This role is eligible for health insurance (medical, dental & vision), life insurance, 401(k) & paid time off. The expected compensation range for this position is about $65k-$70k CAD annually and additional commissions. This role is a #LI-Remote opportunity.