Account Manager

Job Description

Job Description

Watchtower Security is the nation's leading provider of all-inclusive, fully managed video surveillance solutions, exclusively dedicated to the multifamily housing industry. For over two decades, we have partnered with property management groups across the nation, empowering them to provide peace of mind to their communities.

As a rapidly growing and dynamic organization, we pride ourselves on a fast-paced, collaborative environment where innovation, critical thinking, and a commitment to excellence drive our success. We are seeking passionate individuals eager to contribute to a team that values strong communication, attention to detail, and a shared dedication to making a tangible difference in multi-family communities.

We are seeking a highly motivated and client-focused Account Manager to join our team. This role operates on a consultative, book-of-business ownership model, responsible for driving long-term value through proactive relationship management, structured engagement, and comprehensive client lifecycle ownership. The Account Manager will manage a dedicated portfolio of approximately 150 client accounts, serving as the primary point of contact across the customer lifecycle. This critical position ensures clients receive a high level of engagement, consistent support, and strategic partnership throughout their contract term, with a focus on retention, adoption, and expansion opportunities.

Essential Job Functions:

• Client Relationship & Portfolio Management:
  • Own and manage a dedicated book of business, typically comprising around 150 client accounts.
  • Serve as the primary relationship manager across all client stakeholders, building and maintaining strong, consultative client relationships through consistent written, verbal, and virtual communication.
  • Ensure consistent client engagement aligned with account size and strategic importance, executing against defined engagement cadences.
  • Monitor client health signals and proactively intervene when risk indicators are present to ensure client satisfaction and retention.

• Client Lifecycle & Value Optimization:
  • Manage the full client lifecycle across key stages: Onboarding & Adoption, Mid-Contract Engagement, and Renewal Management.
  • Lead proactive onboarding efforts immediately post-signature, including discovery conversations and coordination of internal stakeholders (e.g., installation, finance, service).
  • Drive adoption and engagement throughout the contract term to ensure clients realize the full value from the Watchtower Security platform.

• Renewal, Expansion & Growth Opportunities:
  • Proactively position clients for successful renewal conversations, aligning with their budgeting cycles and Watchtower Security's strategic goals.
  • Identify opportunities for additional properties and increased platform penetration within assigned accounts.
  • Surface expansion opportunities and generate qualified warm leads for the Sales teams.
  • Act as a trusted advisor to uncover unmet client needs and identify growth potential within accounts.

Qualifications & Skills:

• Experience & Education:
  • 2–3 years of proven experience in account management, sales, customer success, or related client-facing roles.
  • Background in SaaS, security, property management, or service-based industries is a plus.

• Core Competencies:
  • Strong written and verbal communication skills, capable of building rapport and influencing outcomes across multiple stakeholders.
  • Demonstrated ability to manage relationships and drive client satisfaction.
  • High energy, self-motivated individual with strong follow-through and a "high motor" work ethic.
  • Consultative mindset with the ability to guide clients through solutions and decision-making processes.
  • Comfortable managing a high-volume book of business in a fast-paced environment.

• Technical Proficiency:
  • Familiarity with CRM systems and activity-based performance tracking.