Manager, Subscription Accounts (Remote)

Over the next 50 years, the noise in our systems will grow—amplified by reactive decisions, environmental disruption, and shifting political and economic realities. These pressures will come from within and beyond our borders. Making decisions based on hard evidence has become the imperative of our times.
With approximately 100 economists and researchers Signal49 Research provides Canadians with the accurate data and rigorous unbiased research they need to navigate complex issues across eight critical arenas—Economics, Education & Skills, Health, Human Resources, Indigenous & Northern Communities, Innovation & Technology, Immigration, and Sustainability. As Canada’s leading applied research organization, we publish over 500 research outputs a year, helping to advance education on the critical issues facing our communities, our organizations and our country. Our Executive Councils bring leaders together to share real-world insights and support evidence-based decision-making. All in service of a stronger more prosperous Canada.

For more than 70 years, Signal49 Research is where Canada has turned for applied, independent research and meaningful connections. Leaders trust us because we stand apart: objective, credible, and connected. To learn more about Signal49 Research and our history, check out our website: https://www.signal49.ca/ 

Our Subscription Accounts team is seeking a sales-minded Manager with proven leadership in customer success and a track record of maintaining strong subscriber retention rates and generating new revenue from existing accounts. The Manager will lead the team in delivering exceptional service, identifying opportunities to expand adoption and upsell and cross-sell relevant products and services, and implementing streamlined processes across product, finance, sales, marketing, and digital teams to maximize customer success team efficiency and deliver a seamless subscriber experience.

Our Ideal Candidate is… is a hyper-organized individual with a keen attention to detail. They will be a strong communicator, able to build lasting relationships, and excellent at assessing client needs. The candidate will be a strong people leader with a keen interest in driving Subscription performance. Creative and proactive in their approach to problem solving, our Subscription Accounts Manager will help drive Subscription performance to new levels.

We are a virtual organization and as a remote worker you must be comfortable and able to work 100 per cent of the time from a home office in Canada. To be successful as a remote worker you need to have a self-starter attitude, possess strong organizational and time management skills and be a proactive communicator. Having a home office environment that provides for a productive, professional, and safe work environment during regular working/business hours is a requirement of this role. This includes internet service and a reliable connection.

About the Role

• Alongside their team, responsible for full-service management of our existing subscriber base – inclusive of account set up, demos, renewals, invoicing and agreements, collections, and general support.
• Be accountable for achieving subscription line of business subscriber retention target in support of organization’s overall growth targets. Monitor progress, identify retention gaps, and lead corrective action, while managing inbound sales inquiries.
• Identify and execute opportunities to generate new revenue from existing Subscription Accounts through upselling, cross-selling, and increased product adoption, in support of the organization's overall growth targets.
• Lead efforts to retain at-risk Subscription Accounts by identifying early warning signs and understanding reasons for potential churn. Lead the team in tracking the outcomes of these efforts and using the findings to improve retention practices.
• Monitor and report on Subscription KPIs, including usage, value ratio, engagement, retention rates, and payment status, on an ongoing basis. Track subscription product usage and subscriber feedback to identify gaps in value, recommend improvements to products and the subscriber experience, and assess whether corrective actions improve engagement and value.
• Build collaborative approaches to ensure internal processes are supporting Subscriptions. This is inclusive of, but not limited to, new subscriber onboarding, product development, product release timing, billing and payment collections, and web platform support.
• Responsible for delivering a comprehensive overview of the line of business and ongoing support to all Sales Representatives as it relates to Subscriptions.
• Assess current team processes and procedures, identify opportunities for improvement, and put forward recommendations.
• Act as a liaison between the Subscription team and the organization, triaging requests, and prioritizing efforts.
• Be an active participant in strategic corporate initiatives that involve the Subscription team.
• Input into a detailed and accurate product forecast.
• Commitment to producing high quality work and demonstrating professional values in all aspects of work and interactions with colleagues and customers.
  

About You

Required Skills and Qualifications: 

• A minimum of five years of experience in an Account Management role.
• Completion of post-secondary education in business administration, marketing, or sales related discipline.
• Excellent written and oral communications skills with an emphasis on communicating complex information in a variety of formats.
• Strong ability to build relationships with customers, peers, cross-functional counterparts, and senior leaders.
• Proficiency using CRM platforms.
• Extensive knowledge of SaaS model products and recurring-revenue subscription products and services (ARR/MRR), with experience driving service adoption, subscriber engagement, and ongoing value to support renewals and retention.
• Demonstrated ability to grow revenue within existing subscriber accounts by identifying evolving client needs and opportunities to expand adoption, upsell, and cross-sell relevant products and services that deliver additional value.
• Ability to collect, track, and analyze Subscriber-related data.
• Capable of navigating complex contracts.
• Proven track record of overachieving against objectives.
• Adept at creative problem solving.
• Ability to set priorities, work under pressure, deliver high-quality outputs and meet deadlines.
• A strong sense of teamwork, professionalism, and customer focus.
• Exceptional attention to detail and analytical skills.
• Familiar with using Word, Outlook, PowerPoint, MS Dynamics 365 and Power BI
• Having a home office environment that provides for a productive, professional, and safe work environment during regular working hours is a requirement of this role.
  

Benefits

At Signal49 Research, we believe that putting People First is key to our success and attracting the best people. We are committed to providing a supportive and inclusive work environment where everyone can thrive and we are proud to offer a comprehensive benefits package that includes:  

• Virtual First – work from home anywhere across Canada with a budget to set up your home office.  
• A workplace where your hard work is not just valued, but actively celebrated. We take pride in our commitment to recognizing and rewarding the exceptional talent that drives our success through our Recognition programs.
• Healthcare benefits from Day One to support your physical and mental wellbeing, including a $2,500 benefit for Psychologist, Social Worker or Psychotherapist services    
• Work/Life Balance: In addition to 20 days annual vacation, we close between Christmas Day and New Year’s Day, observe 13 holidays per year and offer Friday afternoon closures.
• A modern, defined benefit (DB) pension plan: We care about your future and offer a pension plan with a 5% match from Day One  
• Employee Family Assistance Program (EFAP): We understand that life can be unpredictable and challenging and
• EFAP supports you and your family during difficult times.  
• Maternity and parental leave top-up plan 

The hiring zone for this position is $80,793- $95,050 annually for candidates from any Canadian province or territory. Salaries are based upon candidate experience, qualifications, specific skillsets, as well as market and business considerations. The full compensation band for this position ranges from $80,793 - $109,308. The recruiter can share more information about compensation for the position during the hiring process. This job posting is for an existing vacancy within Signal49 Research. We are actively seeking to fill this role with a qualified candidate.

At Signal49 Research, we value the unique skills, experiences, and perspectives that each individual brings to our team. We are committed to fostering an inclusive, accessible, and supportive work environment where people of all backgrounds feel respected and empowered to do their best work. We encourage candidates to apply even if they do not meet every listed qualification. If this role aligns with your experience and interests, we would love to hear from you. 

As a virtual first organization, interviews are conducted via video or phone. To support all candidates, we build accessibility into our hiring process by default. This includes sharing interview questions in advance, offering live captions or transcription, and providing flexibility in interview formats, timing, and assessments wherever possible. 
We recognize that everyone engages best in different ways. If there’s anything that would make the process work better for you, you’re welcome to let us know at any stage, no explanation required. You can contact us at recruitment@signal49.ca and we’ll work with you to support your participation.

We wish to thank all applicants for their interest in Signal49 Research. Please note that only those selected for an interview will be contacted.