Customer Account Manager

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We are proud to announce that Assent has crossed the US$100M ARR milestone, granting us Centaur Status. This accomplishment, reached just 8 years following our Series A, makes us the first and only Certified B Corporation in North America's SaaS sustainability industry to celebrate this milestone.

Our journey from $5 million to US$100M ARR in just eight years has been marked by significant growth and achievements. With our $350 million US funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members to join our mission.

Hybrid Work Model

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office at least one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.

The Customer Account Manager is critical to driving retention, renewals and expansion opportunities with Assent’s Customers.  They are experienced at developing relationships and understanding customer needs at all levels of Clients including senior executives. This role requires a high performing individual who is driven to succeed and thrives on challenges. 

Key Requirements & Responsibilities 

Customer Retention & Renewals:

• Build and maintain strong relationships with assigned accounts to ensure customer satisfaction and loyalty.
• Proactively engage customers to manage renewals, identifying potential risks and implementing strategies to mitigate churn.

Expansion & Upselling:

• Identify opportunities to expand revenue and introduce additional programs/solutions to meet customer needs.
• Collaborate with internal teams to craft compelling proposals and secure upsell opportunities.

Customer Advocacy:

• Act as a trusted advisor, deeply understanding customers’ business objectives and aligning our product and services to meet them.
• Regularly conduct check-ins, reviews, and health assessments to ensure ongoing success.

Collaboration & Cross-Functional Support:

• Work closely with internal teams to ensure seamless delivery of value.
• Provide feedback to internal teams about customer needs and trends to inform product roadmap and strategy.

Metrics & Reporting:

• Meet or exceed targets for renewals, upsells, and net retention.
• Maintain accurate records of customer interactions and sales activities in the CRM.
• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications

• 2+ years previous customer service, business development or sales experience in SaaS preferred.  
• Track record of driving customer retention, renewals, and account growth is a nice to have. 
• Excellent interpersonal skills - you are able to build and scale stable relationships in a collaborative environment with a diverse group of stakeholders - internally and externally
• Exceptional negotiation and communication skills.
• Ability to understand and articulate SaaS solutions and value propositions.
• Proficiency with CRM tools and data-driven decision-making.
• Highly organized, proactive, and results-oriented.

Life at Assent

Wellness: We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

Financial Benefits: It’s not all about the money – well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

Life at Assent: There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.

At Assent, we are committed to growing and sustaining an environment where our team members feel included, valued, and heard. Our diversity and equal opportunity practices are guided and championed by our Diversity and Inclusion Working Group and our Employee Resource Groups (ERGs).

Our commitment to diversity, equity and inclusion includes recruiting and retaining team members from diverse backgrounds and experiences, and fostering a culture of belonging where all team members are included, treated with dignity and respect, promoted on their merits, and placed in positions to contribute to business success.

If you require assistance or accommodation throughout any part of the interview and selection process, please contact [email protected] and we will be happy to help.