Job Description

"Account Management sits at the heart of our growth and our ability to deliver real value to clients. In this SVP role you'll be shaping the strategy for our entire global client base, from SMB to Enterprise, while building and developing a world-class team. The leader who steps into this role will not only influence retention and expansion outcomes, but will help define how we scale, strengthen relationships, and ultimately accelerate Absorb's next phase of growth. This is a rare opportunity to leave a lasting mark on both our customers and our business." Mark Behl, EVP Sales
About the role:
Are you a strategic leader passionate about customer success and growth? As SVP of Account Management at Absorb Software, you'll play a critical role in shaping the future of our client relationships across all segments. You'll lead a high-performing team focused on driving retention, expansion, and long-term value for our customers.
This is a high-impact opportunity for a visionary leader who thrives on building scalable processes, navigating complex stakeholder dynamics, and executing consultative, data-driven strategies. You'll be empowered to innovate, influence cross-functional initiatives, and elevate the customer experience at every touchpoint.
What you'll do:

• Lead the Account Management Function: Oversee the entire Account Management organization, including direct leadership of senior leaders (VP and Director) and their teams, ensuring alignment with company goals and client success.
• Strategic Account Planning: Collaborate with internal leaders to develop and execute account strategies that align with client objectives, drive expansion, and increase revenue across all customer segments.
• Client Retention: Design and implement initiatives to improve gross retention, proactively addressing client needs and strengthening long-term relationships.
• Growth & Expansion: Identify and capitalize on cross-sell and upsell opportunities, positioning Absorb's solutions to deliver greater value to existing clients.
• Account Health Reviews: Conduct regular account assessments to uncover growth potential and risk indicators. Partner with the Client Success team to mitigate risks and enhance overall client health.
• Team Leadership & Development: Recruit, mentor, and grow a high-performing account management team, including both leadership and individual contributors, fostering a culture of excellence and accountability.
• Performance Reporting: Monitor and analyze operational metrics, providing insights and reporting on key performance indicators to inform strategic decisions.
• Contract Oversight: Lead and support the negotiation and management of client contracts and agreements, ensuring favorable outcomes and compliance.
• Customer Experience & Escalations: Champion a customer-first mindset, ensuring exceptional satisfaction and serving as a senior escalation point for complex client and team issues, working cross-functionally to resolve challenges effectively.

What you'll bring:

• 5+ years of account management and 3+ years of account management leadership experience in a Director or above role.
• SaaS Industry Knowledge & Expertise: Understanding of SaaS operating and account management models
• Proven ability to successfully hire and develop leaders and individual contributors, while coaching lower performers to success or out
• Demonstrated results in growing a book of business: a successful history of penetrating and growing large and small accounts.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels of the organization.
• University or Bachelor's degree

Are you ready to become an Absorber?
What we offer:

• Fully remote-first work with flexible work arrangements
• Comprehensive Health and Wellness Benefits including retirement savings programs, eligibility for two different bonus plans, generous time off, comprehensive medical and dental benefits based on your country of location
• New Hire Equipment Allowance and monthly Flex Allowance to support your success
• Endless opportunity for career growth and internal mobility
• Employee driven DE&I programs

Who are we?
Absorb Software is a remote-first company that provides online training solutions to leading organizations around the world. Absorb is a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity. Our online learning platform combines forward-thinking technology built to scale as our customer's organizations grow. We empower learners to enrich their lives, workplaces and communities.
Our values are simple:

• We achieve exceptional results by genuinely caring about each other and the work we do
• We're united, and we grow through our commitment to elevating continual learning!

Absorb is proud to be an equal opportunity employer, we celebrate diversity and are committed to creating a safe and inclusive environment for all our people. All employment decisions are based on business needs, job requirements and individual qualifications. In the event a current Absorb employee would like to apply for this role they will inform their supervisor prior to submitting their application. Successful candidates for this position will be subject to pre-employment background screening, including a criminal record check and must be able to show proof of legal eligibility to work in the country they have applied to without sponsorship.
Should you require any accommodation during the recruitment process, please indicate this on your application and we will work with you to meet your accessibility needs. For any questions, please contact us at accessiblecareers@absorblms.com

Skills Required