The Customer Account Manager (CAM) is the day-to-day sales and operational point of contact for an assigned portfolio of Company's subscription-based customers. The role exists to keep deployed systems in active status, following Company's SoP and to keep customers current on their Subscription agreements via WSP renewals and upgrades/add-ons.

This is a customer advocacy point of contact role, with a revenue-carrying sales role. The CAM executes renewals at published rates, resolves service issues, drives product adoption, and identifies and sells expansion opportunities within the assigned customer base. The CAM negotiates contract terms, manages channel partner orders, and carries an individual revenue quota. Reports to Senior Director, Operations and has no direct reports.Day-to-day supervision, performance management, and workload assignment sit with the Senior Director, Operations. All pricing and contractual decisions route to the Chief Commercial Officer regardless of reporting line. The CAM holds no independent pricing or contracting authority.

COMPENSATION: Base salary up to $62,500, commensurate with experience.

Variable target: $10K-15K paid based on renewal/expansion of revenue.
The variable component is tied exclusively to retention and expansion metrics based on total signed contract value, or
expansion revenue.

• Serve as first point of contact for customers on service inquiries, system questions, and support requests.
• Log, triage, and resolve issues within published response-time standards,
• Escalate technical faults to Technical Support and unresolved or at-risk situations to the Senior Director, Operations.
• Maintain complete and current activity records in the CRM for every assigned account.
• Execute new-client onboarding including facility deployments, initial orientation and staff training delivery.
• Deliver refresher staff training at seasonal re-openings and following material staff turnover at the facility.
• Monitor system utilization and adoption metrics.
• Identify under-utilizing facilities and execute documented outreach to correct.
• Track renewal dates across the assigned portfolio and initiate renewal outreach on the defined pre-expiration schedule.
• Execute renewals at published rate card terms.
• Prepare and route renewal paperwork for approval and counter-signature.
• Escalate every request for non-standard pricing, term, or structure to the Chief Commercial Officer.
• Identify at-risk accounts early and escalate with documented context and a recommended retention action.
• Prepare quarterly/semi-annual business review materials for selected assigned accounts (estimated 10-15%), including utilization data, service history, and open items.
• Deliver reviews and present operational content.
• Maintain accurate account records: contacts, install base, contract dates, and system configuration.
• Identify expansion signals — additional pools, new facilities, added coverage, equipment refresh.
• Support the executive team with account history and operational context.

• 2–4 years in customer service, client support, account coordination, or account management.
• Demonstrated ability to manage a portfolio of accounts and multiple concurrent priorities.
• Working proficiency with CRM software (HubSpot preferred; Salesforce or comparable acceptable).
• Clear written and verbal communication with operational-level and facility-management contacts.
• Comfort with basic data review and reporting — usage reports, service logs, renewal schedules.
• Willingness to travel for onboarding, training, and facility visits as scheduled.