Lead Account Manager

FabStation | Remote | Full-Time

Base Salary: $110,000–$120,000 CAD | Commission: $30,000–$60,000 CAD | OTE: $140,000–$180,000 CAD
Start Date: July 1, 2026, or sooner for the right candidate
Location: Remote – Canada Applicants Only

WHO WE ARE

FabStation is a software company specializing in augmented reality products that leverage BIM models for the manufacturing industry. Our platform helps steel fabricators reduce fabrication errors, improve quality control, and increase operational efficiency. We are growing quickly and are looking for a strong customer-facing leader to help scale our Account Management and Customer Success function.

WHAT WE’RE LOOKING FOR

FabStation is looking for a Lead Account Manager to manage and grow our client success and account management department. This role is ideal for someone who has experience managing client relationships, driving renewals and expansions, leading a small team, and building scalable processes in a B2B SaaS environment. In this role, you will oversee a team of 3, manage key client accounts, own renewal and expansion performance, and help build the systems, processes, and reporting needed to support department growth. You will work closely with Sales, Product, Onboarding, and Support to ensure clients are successfully adopting FabStation, renewing their subscriptions, and expanding their usage over time. You will play a key role in improving retention, growing revenue from existing accounts, and developing a high-performing customer success and account management team.

WHERE WE ARE

FabStation is located in Victoria, BC, with our testing facility based in Kelowna, BC. This is a remote role; however, occasional in-person collaboration, customer visits, trade shows, and company events may be required.

RESPONSIBILITIES

Team Leadership & Department Growth

• Lead, support, and manage a team of 3 Account Manager team members
• Build and improve the account management and customer success department as the company grows
• Improve processes for QBRs, renewals, upsells, account health tracking, and escalation management
• Set team goals, track performance, and hold the team accountable to retention, adoption, renewal, and expansion targets
• Coach team members on client communication, difficult conversations, renewal strategy, and upsell opportunities
• Help define team structure, responsibilities, reporting, and future hiring needs
• Collaborate with leadership to improve customer success strategy and revenue growth from existing accounts

Revenue, Renewals & Expansion

• Own renewal performance across assigned accounts and support the team in renewal conversations
• Identify and drive expansion opportunities, including additional devices, integrations, training, services, and expanded usage
• Help build a repeatable renewal and upsell process
• Monitor account health and create strategies to reduce churn risk
• Forecast renewals, expansion opportunities, and at-risk revenue
• Work closely with Sales, Onboarding and leadership to align on account growth strategy
• Support pricing conversations, quote preparation, and client negotiations when needed

Client Account Management

• Manage and maintain strong relationships with key client accounts
• Act as a senior point of contact for strategic clients, escalations, renewals, and account growth conversations
• Schedule and lead regular client check-ins, renewal meetings, and quarterly business reviews
• Understand client goals, workflows, challenges, and adoption barriers
• Help clients get long-term value from FabStation’s platform
• Gather client feedback and share insights internally with Product, Onboarding, Support, and leadership
• Travel to conferences, trade shows, and customer sites where required

Operations & Reporting

• Track client activity, communication, renewal status, account health, and next steps in HubSpot
• Build and improve reporting around adoption, retention, renewals, expansion, and team performance
• Identify trends across the customer base and recommend strategies to improve retention and revenue
• Maintain an expert-level understanding of FabStation’s existing products and develop a strong understanding of new products and features

REQUIREMENTS

• 5+ years of experience in account management, customer success or similar revenue operations roles with a mature B2B SaaS product.
• 2+ years of experience leading or mentoring a customer-facing team
• Proven track record managing renewals, expansion opportunities, and revenue targets
• Strong understanding of B2B SaaS account management and customer success processes
• Experience building or improving customer success, account management, or renewal processes
• Strong communication, leadership, and relationship-building skills
• Comfortable leading client meetings, renewal conversations, upsell discussions, and difficult conversations
• Ability to manage multiple priorities, accounts, team members, and follow-ups at the same time
• Strong problem-solving skills and ability to work cross-functionally with Sales, Product, Onboarding, and Support
• Organized, proactive, detail-oriented, and comfortable owning outcomes
• Comfortable learning and explaining software or technology products
• Experience with HubSpot
• Experience delivering client presentations, demos, business reviews, or executive-level updates is an asset
• Experience in construction, steel fabrication, manufacturing, SaaS, or technology is an asset

EDUCATION REQUIREMENTS

• Post-secondary education in business, customer success, or a related field, or an equivalent combination of education and experience
• Technology diploma or technical background related to construction is an asset
• Intermediate computer skills, including MS 365 and Hubspot

LANGUAGE REQUIREMENTS

• Native English required
• French preferred
• Spanish preferred

COMPENSATION & BENEFITS

• OTE: $140,000–$180,000 CAD, including base salary and commission
• Stock Options (after Year 1)
• 15 vacation days
• Company-wide holiday closure over Christmas
• 5 paid sick days
• Flexible schedule
• $2,000 CAD tech stipend (after Year 1)
• Comprehensive medical and dental package
• Company retreats
• Fully remote work environment
• Travel opportunities
• Opportunity to build and grow a department within a scaling SaaS company

APPLICATION REQUIREMENT

We expect to receive a high volume of applications for this role. To be taken seriously as a candidate, please create a 1–2 minute video explaining why you are interested in this role, your leadership experience, and the unique value you would bring to FabStation. Please provide a Loom or cloud storage link to the video along with your application. We recommend using Loom.com.

If you are excited about working at the intersection of construction, manufacturing, customer success, revenue growth, and cutting-edge technology, we would like to hear from you.

Residents of Canada with a valid work permit only. No agents, please.