CoPilot AI, an award-winning Vancouver-based SaaS startup, is revolutionizing how businesses grow by humanizing digital interactions at scale. At the heart of our mission is the belief in the power of authentic, mutually beneficial human connections, as the cornerstone of business growth. Through our AI technology, we target qualified prospects on social media, ignite personalized conversations, and unearth timely sales opportunities – all without resorting to cold calling, expensive advertising, or events. Our commitment is to foster a space where our clients can enjoy more meaningful conversations at scale.

As we chart a course to our exciting next chapter, we're on the hunt for a dynamic and motivated Vancouver-based Senior Account Manager to join our fantastic Revenue Operations team!

The Role

If you’re invigorated by happy customers and make it your mission to understand what customers want (and need!), we’d love to hear from you. This role is critical for identifying key re-engagement and upsell opportunities to maximize customer renewal potential.

Reporting to the Head of Customer Success, the Senior Account Manager will be responsible for proactively managing the renewal process for our 6/12 month term customers, re-engaging paused accounts and identifying accounts with growth potential.

We believe a large part of our competitive advantage is attributed to the close relationships that our Revenue Operations team builds with our customers, through understanding our customers' campaigns, needs, nuances, and focus areas of support.

The Senior Account Manager plays a critical role in CoPilot AI’s ambitious growth plans and seamlessly combines industry knowledge, innovative vision, emotional intelligence, thought leadership, and a solutions-driven approach to promote excellence in alignment with CoPilot AI’s people-first philosophy.

What you'll do:

Renewals and Re-engagement

• Customer Re-Engagement. This vital task involves identifying customers who have lost momentum and helping to kick-start their engagement with CoPilot AI. Armed with a range of technical and process-driven solutions, you’ll re-engage clients and set them back on the path to success.
• Renewals Management. Responsible for ensuring our long-term SMB clients renew on time, you will keep a close watch on their accounts to flag any churn risks and collaborate with Revenue Operations colleagues to rescue at-risk accounts.
• Maintaining Customer Relationships. Engaging with customers post-implementation to identify and promote growth and expansion opportunities (up-selling and cross-selling).
• Building Customer Champions. You will proactively work with clients to help them succeed using CoPilot AI and turn them into Customer Champions who become advocates for using our platform.
• Focus on data. Your success is our success! You will be responsible for identifying expansion opportunities and promoting customer advocacy, generating referrals, case studies, and customer reviews.
• Be part of the team. We need someone who is willing to go above and beyond, who help generate ideas and solve problems for our customers. You will cross-collaborate with our sales, product & engineering teams and add to the discussion, take on your own projects, and see how you can impact the overall business.
• Own the outcome. At the end of the day: Are you helping our customers grow their business? Are customers renewing and buying more? Are our customers happy to be guided by you?

This is an important role within the company, and our expectations are equally high. Whatever you do should drive growth in the right direction. We will reward the right candidate with career growth, professional development opportunities, and perks. Most importantly, you will be part of a success story, joining a team of high-performing professionals committed to excellence.

Who you are:

• 3-5 years of Account Management experience, preferably in SaaS
• Strong knowledge of Account Management best practices
• Possess deep empathy for the customer experience and excel in phone conversations
• Tech savvy - you know the lingo and how the processes work
• Extremely organized (you’ll have your eye across a large number of accounts to spot at-risk subscriptions and keep on top of the renewals process for more than 200 long-term customers)
• Highly motivated individual with the uncanny ability to sniff out an up-sell or revenue opportunity
• Quick learner, driven, and have a great work ethic
• Natural communicator with the ability to inspire and influence
• Problem-solver extraordinaire
• Strong interpersonal skills with the ability to build trusting relationships with team members, management, and external partners
• Strong strategic thinking skills paired with the courage to challenge the status-quo
• Extremely proactive and thrives in a dynamic, move-fast, roll-up-your-sleeves culture

Bonus:

• Experience with LinkedIn’s Sales Navigator
• Proven success and/or leadership in Churn prevention and Retention

What’s in it for you:

• Competitive Compensation: A competitive annual base salary between the range of $70,000 CAD to $80,000 CAD, commensurate with experience and skill level. Expected on-target earnings will be between $90,000-$110,000, subject to hitting key performance metrics
• Hybrid Work Environment: Enjoy the flexibility of a hybrid work environment with 2 days per week in our office located in downtown Vancouver, and work from home when you need it.
• Comprehensive Benefits: We've got you covered with a comprehensive benefits package, including health, dental, and vision insurance.
• Health and Wellness Spending Account: We care about your well-being inside and outside the office. You will receive an additional $200 per month for a health and wellness spending account for gym memberships, haircuts, ski lift tickets, at-home office setup, and more.
• Paid Time Off: We offer a generous paid time off policy as we believe that rest and rejuvenation are key for high performance.
• Stock Options: Upon joining CoPilot AI, you will receive stock options with the expectation of significant value. We're a team of high performers working together on a breakthrough success story, and we want you to share in the value we're creating.
• Culture Building Initiatives: Company-wide events hosted by our Culture Committee, as well as regular team events, designed to foster connections between CoPilotteers.

Our Interview Process

One of our operating principles is transparency, so we’d like to share our interview process with you:

• Phone Screen: A 30-minute audio Zoom call with member of our People & Culture team or the hiring manager to align on the position, share context about our team and goals, and learn about your interests, skills and experiences.
• Competency Interview: A 1-hour Zoom call with our VP of Partnerships and another Account Management (AM) team member. This session will include behavioral and role-specific questions to assess your skills in client management, problem-solving, and strategic thinking as a Senior AM. Be ready to share examples of driving client success and managing complex accounts.
• Culture Add Interview: A 1-hour Zoom call or in-person meeting with a CoPilot AI leadership team member and another team member to assess your alignment with our core values and competencies. At CoPilot AI, we take pride in fostering a diverse, inclusive, and collaborative culture where every CoPilotteer is empowered to make impactful decisions and contribute to our collective success.
• Offer and Reference Checks: If you’ve made it this far, our Head of Customer Success will give you a call to share the good news with you! We’ll ask you for two professional references and send over the formal offer documents. Then it’s simply a countdown until your start date!

About Us

CoPilot AI is a BC Technology Impact Award finalist and is named by Canadian Business as the winner of the Best Pivot award and one of Canada’s Fastest-Growing Companies. We were also recently named by Deloitte as a 2021 Canada Companies-to-Watch Winner!

As an equal opportunity employer, CoPilot AI truly stands behind #diversity and are committed to creating an environment of inclusion where hiring decisions are based on merit and business needs and without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. CoPilot AI also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Our Values? Glad you asked!

#Innovation: We are passionate about creating, innovating, and pioneering. We constantly strive to challenge the status quo.

#Boldness: We care deeply about our work and the impact we make. We are audacious in our decisions and actions, showcasing our commitment to the success of our customers and our team.

#Authenticity: We pride ourselves on being genuine, transparent, and real in all our interactions. We believe in authenticity, which we exhibit both internally and externally.