Job Description: Account Manager Pike13 THE COMPANY Pike13 provides scheduling and business management software solutions aimed at enhancing the success of fitness, wellness, and activity-based businesses through technology. Our customers — swim schools, music academies, martial arts studios, STEM programs, and more — rely on Pike13 to run their day-to-day operations. At Pike13, we believe in the transformative power of technology to drive positive change, and it is our mission to create innovative, user-friendly products that build collaborative, lasting relationships with our clients. Operating under the Jonas Software Group, we are a proud subsidiary of the public company, Constellation Software, Inc. (CSI), an international provider of market-leading software with revenues of over $3.5 billion USD and 20,000+ employees across the globe. POSITION As an Account Manager at Pike13, you will serve as a trusted partner to our customers, owning the full post-sale relationship lifecycle. You will balance proactive outbound engagement — including retention and upgrade conversations — with responsive inbound support, ensuring our customers get maximum value from the Pike13 platform. This is a hybrid role that sits at the intersection of customer success, sales, and support, making it ideal for someone who is equally comfortable on a sales call as they are troubleshooting a customer issue. Reporting to the Sales Manager, you will play a direct role in protecting and growing Pike13's revenue base. JOB RESPONSIBILITIES: Own a portfolio of existing Pike13 customer accounts, serving as their primary point of contact for ongoing needs, questions, and growth conversations. Build deep relationships with key contacts at customer accounts to understand their business goals and ensure they are achieving value from the platform. Conduct regular proactive outreach to customer accounts to assess health, surface opportunities, and reinforce the Pike13 partnership. Maintain accurate and up-to-date account records in HubSpot, including contact history, account status, and next steps. Identify and prioritize at-risk accounts using platform usage data, support history, and customer signals. Conduct structured retention calls with customers showing signs of disengagement or churn intent, uncovering root causes and developing resolution plans. Collaborate with the Customer Care and Product teams to escalate product or service issues that are contributing to customer dissatisfaction. Track and report on retention outcomes, documenting what worked and feeding insights back into the broader team. Conduct outbound sales calls to warm prospects and leads generated through marketing and trial activity. Identify upgrade and expansion opportunities within the existing customer base, including tier upgrades, additional features, and multi-location growth. Present Pike13's value proposition clearly and confidently, tailoring the conversation to the customer's specific business context and pain points. Meet or exceed monthly and quarterly targets for outbound activity, pipeline contribution, and closed revenue. Monitor and respond to the customer support queue as needed, providing timely and accurate assistance to Pike13 customers. Troubleshoot product questions and issues, escalating to the appropriate team when resolution requires deeper technical investigation. Contribute to a positive support experience that reflects the Pike13 brand and builds long-term customer loyalty. Share recurring support themes with the Product and Customer Care teams to help identify systemic issues or improvement opportunities. Work closely with the Sales Manager, Customer Care team, and Product team to align on account priorities, escalations, and revenue opportunities. Participate in regular sales and customer success reviews, contributing account insights and pipeline updates. Use HubSpot to log all customer interactions, track pipeline activity, and maintain a clean and current view of the account portfolio. JOB QUALIFICATIONS: 2+ years of experience in account management, customer success, inside sales, or a related customer-facing role, ideally within a SaaS environment. Demonstrated track record of managing a customer portfolio with measurable retention or revenue outcomes. Experience conducting outbound sales or renewal calls with a consultative, relationship-first approach. Familiarity with CRM tools, preferably HubSpot, for managing pipeline and customer activity. Genuine curiosity about customers' businesses and a drive to help them succeed on the platform. Ability to identify revenue opportunities within existing accounts without being pushy or transactional. Comfortable having difficult conversations with at-risk or dissatisfied customers, with a calm and solution-oriented approach. Strong active listening skills that surface the real problem beneath the presenting issue. Ability to learn and confidently demonstrate SaaS software products to customers. Comfortable navigating support queues, ticketing systems, and CRM platforms as part of a daily workflow. Familiarity with scheduling, payments, or business management software is a plus, but not required. Excellent written and verbal communication skills, with the ability to adapt tone and style to a wide range of customer types and business sizes. Strong organizational skills and the ability to manage a high volume of accounts and interactions without dropping the ball. A collaborative team player who communicates proactively and escalates early when needed. Comfortable working cross-functionally with sales, support, and product teams. Self-motivated and accountable, with a bias toward action and follow-through. Resilient under pressure — able to handle rejection on outbound calls and challenging customer conversations without losing momentum. Adaptable and curious, eager to learn the Pike13 platform deeply and stay current on product updates. Customer-first mindset with a genuine interest in small business success. Comfortable in a lean, fast-moving environment where priorities can shift and initiative is valued. Bachelor's degree in Business, Communications, or a related field preferred, but equivalent practical experience will be considered. Business Unit: Pike 13 - Canada Scheduled Weekly Hours: 37.5 Number of Openings Available: 1 Worker Type: Regular More About Jonas Software: Jonas Software is a leading provider of enterprise management software solutions, serving a wide range of vertical markets including hospitality, healthcare, construction, education, personal care, fitness, leisure, moving and legal services, to name a few. Within these markets, Jonas is comprised of over 65 distinct brands, each a respected leader in its domain. Jonas’ vision is to be the branded global leader across these verticals and to be recognized by customers and industry stakeholders as the trusted provider of “Software for Life.” We are committed to technology, product innovation, quality, and exceptional customer service. Jonas Software supports over 60,000 customers in more than 30 countries. We employ over 6,000 skilled professionals, including industry experts and technology specialists. Across our broader network, we support a global workforce of more than 30,000 employees. Headquartered in Canada, Jonas Software has a global footprint with offices around the world. We’re a 100% owned subsidiary of Constellation Software Inc., based in Toronto, publicly listed on the TSX (CSU.TO), and a member of the S&P/TSX 60 Index.