Account Manager

Position Summary We are seeking a proactive, commercially minded Account Manager responsible for managing a defined book of existing customers and protecting recurring revenue through retention, renewals, contraction prevention, and consistent customer engagement. This role is focused first and foremost on ensuring customers continue to receive measurable value from WISK after implementation. You will serve as the primary relationship owner for an assigned portfolio of hospitality customers, including bars, restaurants, hotels, resorts, and multi‑location operators. The role requires a disciplined monthly touchpoint cadence, thoughtful account planning, proactive issue resolution, and a strong understanding of customer goals, usage patterns, renewal timing, and risk factors. You own renewals and retention outcomes. You do not own commercial closes for upsell and expansion, but you are often best positioned to identify those opportunities through ongoing customer relationships. When expansion opportunities surface, you will qualify them, align internal context, and partner with the Account Executive team — which owns the commercial expansion close. Who You’ll Work With You will work with hospitality operators where WISK is embedded in day‑to‑day Food & Beverage operations, including: Independent restaurants and bars Hotels and resorts Multi‑location hospitality groups Operators running multiple departments or locations on the platform Stakeholders will range from Owners, General Managers, Directors of Food & Beverage, Regional Operators, Controllers, Finance leaders, and Procurement leads, to front‑line managers responsible for inventory, ordering, and operational execution. You must be able to build credibility with hands‑on users while communicating strategic value to senior decision‑makers. Core Responsibilities Book of Business Ownership – Own a clearly defined portfolio of existing customers. Be accountable for the health, value, risks, and renewal path for each account. Maintain account plans, stakeholder maps, renewal dates, success criteria, usage trends, open issues, and expansion indicators. Prioritize your book based on customer value, renewal timing, risk level, growth potential, and engagement. Monthly Customer Touchpoints – Conduct structured monthly touchpoints to review adoption, business outcomes, operational priorities, unresolved issues, and upcoming changes. These should not be casual check‑ins — they are purposeful conversations designed to reinforce value, uncover risks, identify blockers, and keep customers engaged with WISK. Customer Health & Adoption Management – Monitor customer health through a combination of product usage, stakeholder engagement, support activity, renewal timing, account sentiment, and business changes. When usage declines or key stakeholders disengage, intervene proactively with a recovery plan. Translate adoption data into action that helps customers use WISK more consistently and effectively. Retention & Churn Reduction – Reduce churn by identifying risk early and coordinating the right internal response. Risk signals include declining usage, unresolved support issues, employee turnover, budget pressure, competitive evaluation, poor implementation outcomes, or uncertainty about value. Build clear save plans for at‑risk accounts and pull in Leadership, Support, Product, or Implementation when needed. Renewal Ownership – Own renewal strategy and execution for your book of business. Begin renewal preparation well in advance of contract expiration with a clear understanding of value delivered, usage trends, stakeholder sentiment, unresolved issues, and commercial risk. Lead renewal conversations professionally, reinforce WISK’s value, manage objections, and secure timely renewal commitments. Contraction Prevention – Prevent contraction wherever possible — including proposed reductions in locations, users, modules, or subscription level. When customers raise budget or usage concerns, respond with value reinforcement, adoption planning, executive engagement, and practical solutions that preserve recurring revenue while supporting the customer’s business reality. Expansion Opportunity Identification – Through regular touchpoints and deep account knowledge, identify expansion signals such as new locations, additional departments that could benefit from WISK, corporate standardization opportunities, upgraded plan fit, or interest from other stakeholders. Qualify enough to determine business need, timing, stakeholders, and likely value, then transition the opportunity to the Account Executive team for commercial ownership and close. You’ll remain involved as the relationship owner, providing context, history, and continuity throughout the expansion process. Escalation & Internal Coordination – Coordinate internally with Support, Product, Services, Account Executives, and Leadership to resolve customer issues quickly and professionally. You’re not expected to solve every issue personally — but you are expected to own the customer experience, communicate clearly, follow through on commitments, and ensure the customer feels heard and supported. Success Measures Gross Revenue Retention (GRR) Logo retention and renewal rate Revenue churn and contraction rate Monthly touchpoint completionCustomer health score improvement Product adoption and engagement trends Expansion opportunities sourced and qualified Customer satisfaction, referenceability, and escalation resolution First 12‑Month Expectations By 90 days: Develop a working command of WISK’s product, customer lifecycle, customer segments, renewal process, account health signals, and key hospitality use cases. Begin building relationships within your assigned book and establish a consistent monthly touchpoint rhythm. By 6 months: Have clear account plans for your portfolio, a working understanding of renewal and churn risk, and a reliable process for surfacing customer issues and expansion opportunities. Identify at‑risk accounts early and create practical recovery plans. By 12 months: Drive measurable improvements in retention, renewal execution, contraction prevention, customer engagement, and expansion opportunity identification. Be viewed by customers as a trusted advisor and by internal teams as the clear owner of portfolio health. Qualifications 3+ years of Account Management, Customer Success, Renewals, or relationship management experience, preferably in SaaS Experience managing a defined book of business with retention, renewal, and customer health accountability Strong ability to conduct structured customer conversations and build relationships with operational and executive stakeholders Commercial judgment and comfort discussing renewals, value, risk, and contraction prevention Ability to interpret usage trends, customer sentiment, support history, and renewal timing to assess account health Strong organization, follow‑through, written communication, and internal coordination skills Hospitality, restaurant technology, hotel technology, inventory, procurement, POS, or operations software experience preferred Proactive, empathetic, commercially aware, disciplined, and comfortable owning customer outcomes Why This Role Matters This role is essential to WISK’s subscription business. The Account Manager protects recurring revenue, strengthens customer loyalty, reduces churn and contraction, and creates a consistent feedback loop between customers and the company. The right candidate will combine relationship depth with operational discipline and a strong commitment to measurable customer value. #J-18808-Ljbffr WISK.ai - Inventory Management for Hotels, Restaurants & Bars