Manager, Account Management

Manager, Account Management (Enterprise & Strategic Partnerships)

Kipsu is a growth stage Minneapolis-based technology company that has grown to over 120 employees. At Kipsu, we help service professionals Meet the Moment - from partnering with some of the largest hospitality brands in the world to working with clients in the multifamily and healthcare industries. Our best-in-class technology enables organizations around the globe to better serve their customers through streamlined messaging, data-driven performance metrics, sentiment analysis and workflow management. As one of the Twin Cities' leading tech companies, Kipsu has cultivated a reputation for a strong company culture and is consistently recognized by the Star Tribune as a Top Workplace.

THE OPPORTUNITY

We're looking for a Manager of Account Management to lead the team responsible for growing and retaining our most strategic enterprise relationships. This leader will manage a team that supports both (1) executive/portfolio-level account management and (2) property-level engagement and adoption. You'll drive renewals and expansion, strengthen stakeholder relationships across corporate and field teams, and create scalable operating rhythms that ensure consistent value delivery across large, distributed customer portfolios.

This is a player-coach role: you'll lead a high-performing team, own outcomes, and directly influence strategy for our most complex accounts.

WHAT YOU'LL DO

Team leadership & coaching

• Lead, coach, and develop a team of Account Managers and property-level engagement roles (e.g., engagement managers/specialists)
• Set expectations, operating cadence, and performance standards (activity, quality, outcomes)
• Conduct regular 1:1s, deal/account reviews, and performance development plan
• Hire, onboard, and scale the team as the business grows

Account strategy & execution

• Own the retention plan for a book of enterprise and strategic partnership accounts through your team
• Drive account planning: stakeholder maps, success plans, rollout/adoption strategy, risk mitigation, and expansion roadmap
• Ensure property-level engagement programs align to corporate strategy and are executed consistently across portfolios

Renewals, expansion, and forecasting

• Partner with Sales/RevOps/Finance to manage renewals pipeline, forecasting, and commercial discipline
• Identify expansion opportunities and coordinate cross-functional resources to execute (new products, additional locations, upgraded tiers)
• Ensure clean handoffs and alignment from implementation/onboarding into steady-state account management

Customer governance & stakeholder management

• Lead executive communications and QBRs for top customers (directly or through your team)
• Serve as escalation leader for high-impact account issues, coordinating internal teams and setting clear customer expectations
• Build trusted relationships across customer corporate leadership and regional/property operators

Cross-functional collaboration

• Partner closely with Support, Product, and Engineering to drive customer outcomes and influence roadmap
• Translate customer needs into structured feedback (themes, business impact, urgency) and close the loop with customers
• Advocate for operational improvements that reduce friction and improve time-to-value across large rollouts

Operational rigor & scalability

• Create and refine playbooks for enterprise rollouts, adoption campaigns, risk management, and executive storytelling
• Track and report team performance using dashboards and leading indicators (adoption, health, support trends, time-to-value)
• Improve processes that enable scale across thousands of locations without sacrificing customer experience

WHAT WE'RE LOOKING FOR

Required

• 5+ years in Customer Success, Account Management, Strategic Partnerships, or related customer-facing roles in B2B SaaS
• 2+ years leading or mentoring teams (people management strongly preferred)
• Experience supporting large enterprise accounts and complex stakeholder environments
• Strong commercial acumen: renewals, expansion motions, forecasting, and contract collaboration
• Excellent executive communication skills (written, verbal, and presentation/QBR leadership)
• Ability to drive execution across cross-functional teams without formal authority
• Comfort with data: building narratives from metrics, dashboards, and customer trends
• Strong presentation skills (building and delivering)

Preferred

• Experience with multi-location or franchise/portfolio business models (hospitality, retail, multi-family, etc.)
• Experience supporting strategic partner programs (brand-level agreements, corporate rollouts, integrations)
• Familiarity with tools like Salesforce, Jira and Asana
• Experience leading change management and adoption at scale

Key Metrics You'll Own

• Net Revenue Retention (NRR)
• Adoption/usage growth across properties and key features
• Time-to-value improvements for new rollouts or product launches
• Escalation volume/time-to-resolution and customer sentiment trends
• Team performance, retention, and ramp time for new hires

Working Style

• Highly organized, action-oriented, and comfortable operating in ambiguity
• Customer-obsessed while balancing internal prioritization and scalability
• Collaborative leader who builds trust, raises the bar, and creates clarity

What Success Looks Like (Outcomes)

• Strong renewal performance and predictable execution across enterprise and strategic accounts
• Clear account strategies that translate corporate goals into property-level adoption and measurable outcomes
• Expanded footprint through proven plays (feature adoption, additional products, rollout acceleration)
• Executive trust built through strong governance (QBRs, escalation leadership, roadmap alignment)
• A well-run team: consistent standards, coaching cadence, and scalable processes

WHAT MAKES KIPSU DIFFERENT

• We're a solid, stable company, and we enthusiastically embrace our founding startup spirit– everyone pitching in and working to the same goals.
• Our culture– We have a team of highly motivated colleagues who are all in it together. We all succeed as one, and we all learn from our mistakes holding our interdependence in high regard.
• Our unique philosophy– we bootstrapped this company ourselves and are in it for the long-term. There is a distinct sense of purpose and ownership at Kipsu as we do things on our own terms.
• Remarkable growth– with nearly a decade of advancement, we continue to accelerate. It's an exciting time to be here.

WHY YOU'LL LOVE IT HERE

• Unity– Everyone here is committed to the same mission. Our core values are not platitudes but our pact. We believe in the best in each other while always reaching to be better.
• Transparency– Our leadership gets into the details. We all gather for weekly space to discover how each team is doing so that we have a full understanding of the business and think like a CEO.
• Trust– Our team members are given the trust and license to excel at their jobs, and are supported along the way to continuously grow.
• Mentorship - We all have more to learn and something to teach. The lessons are beyond technical. We celebrate our busy hive of shared growth.
• Respect– Our success and future as an industry leader depend on actionable commitment to cultivating a diverse and equitable team. Everyone here has a voice that is heard and respected. We seek open and honest conversation on our journey to be active stewards of our shared communities.
• Purpose– Everyone here is closely connected to the result of their work. Every day our team gets to see the impact of what they do enhancing the value of our customers' work in their own professions. Our goals are explicitly tethered to our mission of building relationships.

We are proud to offer a competitive suite of benefits including: health insurance, dental insurance, vision insurance, 401K with a company match, unlimited/responsible vacation time, life insurance, flex spending account, and commuter benefits.

The salary range for this position is $80,000-$120,000/year.

One last thing – At Kipsu, we believe that our values, success, and future as a leader in our industry require a vibrant and diverse workforce. This is one of the many challenges we seek to solve, and we are intentional and active in recruiting talent of all identities and building an environment that is inclusive of all backgrounds. We need your contribution to our team. Please consider rolling up your sleeves and joining us on our journey.