SaaS Customer Account Manager

FM:Systems (FM) seeks an Account Manager to grow and support customers using our workplace and facilities management software. You will own a portfolio of enterprise and mid-market accounts, driving adoption, retention, and expansion through consultative relationship management. Partner with product, implementation, and support teams to align FM solutions with client goals in real estate optimization, space utilization, and building operations. You'll manage renewals, identify upsell opportunities, analyze account performance, and present data-driven insights that improve customer outcomes in a flexible, tech-forward environment.

Responsibilities

• Manage a portfolio of enterprise and mid-market accounts to drive adoption, retention, and growth of FM software solutions.

• Build strong, consultative relationships with client stakeholders in real estate, facilities, IT, and workplace experience.

• Lead renewals, negotiate terms, and identify upsell/cross-sell opportunities aligned to client goals.

• Analyze account usage and performance data to uncover trends and recommend optimization strategies.

• Collaborate with product, implementation, and support teams to resolve issues and improve customer outcomes.

• Develop and execute account plans, including growth strategies, risk mitigation, and stakeholder mapping.

• Deliver compelling presentations, business reviews, and success metrics to client leadership.

• Maintain accurate CRM records, forecasts, and activity logs to support predictable revenue.

• Stay current on workplace, facilities management, and real estate technology trends to advise customers.

• Represent the voice of the customer internally, contributing feedback to product and process improvements.

Required Skills

• Account management

• B2

• B Saa

• S sales

• CRM tools (e.g., Salesforce)

• Consultative selling

• Customer success management

• Data analysis and reporting

• Contract renewal and negotiation

• Pipeline and forecast management

• Presentation and demo skills

• Facilities/real estate domain familiarity