CoPilot AI is a Vancouver-based SaaS start-up with a mission: to innovate the way people grow their business by humanizing digital interactions in a scalable way. We believe in maximizing authentic and mutually beneficial human connections for business growth, which is why CoPilot AI automatically targets qualified people on social media, initiates one-to-one conversations, and surfaces timely sales opportunities without requiring any cold calling, events, or expensive advertising. Our goal is to create a place where our customers can have more meaningful conversations at scale. As we scale into the next phase, we are looking for a Vancouver-based Account Manager to join our Customer Success team!

The Role

Reporting to the Head of Customer Success, the Account Manager will be responsible for maximizing the potential for customers to remain long-term partners and advocates of our business. You will be tasked with identifying key re-engagement and upsell opportunities to ensure customer renewal and will work closely with stakeholders across the company to enhance the customer experience.

The 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 culture.

What You'll Do

• Customer Renewals and Re-engagement: Proactively manage a portfolio of customer accounts, building strong relationships to ensure successful renewals and long-term partnerships.
• Drive Customer Value: Utilize data and customer usage patterns to identify risks, provide guidance on best practices, solve common challenges, and drive product adoption.
• Expansion and Advocacy: Identify and pursue opportunities for expansion, including upsells, cross-sells, and seat expansions, to drive revenue growth while encouraging customer advocacy through referrals and testimonials.
• Process Improvement: Critically review customer and team workflows to identify, test, and implement improvements that reduce friction and enhance the customer experience.
• Cross-Functional Collaboration: Work cross-functionally with Sales, Product, and Marketing to share customer insights, contribute to knowledge-sharing efforts, and enhance overall customer retention strategies.

This is a critical 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

• Experienced Account Manager: You have 1-3 years of experience in an Account Management or Customer Success role.
• Excellent Communicator: You possess exceptional communication and interpersonal skills, with the ability to build strong relationships, navigate difficult conversations with radical candor, and influence outcomes.
• Strategic Thinker: You have strong problem-solving skills and a strategic mindset, capable of identifying customer needs and developing plans to create value and drive expansion.
• Process-Driven: You are process-oriented with the ability to critically review workflows and implement improvements to enhance efficiency and the customer experience.
• Skilled Negotiator: You are proficient in persuasion and negotiation, comfortable leading conversations to achieve retention and upsell goals.

Bonus

• Previous experience in a B2B SaaS or technology startup environment.

What's In It For You

• Competitive Compensation: A competitive annual base salary between the range of $55,000 CAD to $70,000 CAD.
• Your annual OTE (On Target Earnings) is between $85,000 CAD and $100,000 CAD.
• Hybrid Today, Remote-First in the Future: This role offers the best of both worlds. Until December 1, 2025, you'll join our Vancouver-based CoPiloteers for in-person collaboration two days a week in office. But get ready for a change! We're transitioning to a remote-first model on December 1st. From then on, you'll have the freedom to work from home within your country of hire, all while our Vancouver office remains open for voluntary use until March 31, 2026.
• 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 that accrues upon passing probation - our team uses it for their at-home office setup, electronics, gym memberships, haircuts, 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. For instance, every CoPiloteer is entitled to 20 health days for physical or mental health purposes.
• 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:

1. Initial Screen: A 30-minute audio Zoom call with a member of our People & Culture team or the hiring manager. The goal is to align on the strategic vision for this role, share context about our team and goals, and learn more about your experience and interest in CoPilot AI.
2. Strategic & Technical Interview: A 1-hour Zoom call with the Head of Customer Success and a few members of the CS team. In advance, we’ll ask you to prepare a brief presentation outlining a strategy for customer retention or expansion. The remaining time will be used for behavioral questions focused on core competencies like churn reduction, relationship management, and data-driven decision-making.
3. Culture Add Interview: A 1-hour Zoom call or in-person meeting with a panel of peers and leaders from key departments like Sales and Product. The focus of this stage is to ensure deep alignment with our core values. Since our culture is built on transparency and cross-functional collaboration, this is a crucial two-way conversation to see how your unique experience will contribute to our team.
4. Offer and Reference Checks: If you’ve made it this far, the hiring manager will give you a call to share the good news! We’ll ask for two professional references and then send over the formal offer documents. After that, it’s simply a countdown until your start date!

About CoPilot AI

CoPilot AI has been recognized as a BC Technology Impact Award finalist and lauded by Canadian Business as the winner of the Best Pivot award and one of Canada's Fastest-Growing Companies. Deloitte spotlighted us as a 2021 Canada Companies-to-Watch Winner. Our latest win? Being highlighted by Forbes as one of Canada's best startup employers for 2024!

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, colour, 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. If you require accommodations during the interview process, please let us know and we will work with you to meet your needs.

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.