Manager, Enterprise Account Manager

Our Story:
Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning.

As a member of the team, you can expect to:

• Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization.
• Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.

Position Summary

The Manager, Enterprise Account Management leads the Enterprise Account Management team and delivers a proactive, strategic post‑sale experience for CPI’s largest and most complex enterprise customers. This role oversees team performance, portfolio coverage, adoption, value realization, account health, renewals, and qualified expansion identification. The manager develops Enterprise Account Managers through coaching, performance management, and skill building, while ensuring disciplined portfolio management and consistent execution across multi‑stakeholder organizations. This role partners closely with Sales and cross‑functional leaders to strengthen customer outcomes, improve forecast accuracy, resolve escalations, and drive retention and growth across the enterprise segment.

Essential Responsibilities

• Lead, coach, and develop Enterprise Account Managers through one‑on‑ones, performance feedback, skill development, call coaching, and career growth.
• Translate enterprise‑segment goals into team priorities, operating rhythms, account coverage expectations, and measurable performance plans.
• Oversee account assignments, portfolio capacity, and coverage quality to ensure proactive, tailored account management for high‑value enterprise customers.
• Coach the team to execute disciplined seller‑to‑account‑management transitions, onboarding plans, stakeholder maps, strategic account plans, executive engagement, business reviews, adoption support, and measurable customer outcomes.
• Monitor account health, adoption, utilization, relationship coverage, renewal timing, customer activity, and risk indicators; ensure early intervention and documented mitigation plans.
• Lead significant customer escalations and support complex, high‑risk, or executive‑level renewals.
• Own team‑level retention and renewal performance, including strategy review, negotiation support, and forecast accuracy.
• Ensure Enterprise Account Managers identify and qualify expansion opportunities and route complete, well‑documented opportunities to Sales.
• Establish standards for CRM accuracy, account plans, activity documentation, account health, renewal forecasts, loss analysis, customer commitments, and next actions.
• Build strong partnerships with enterprise sellers and leaders to maintain coordinated account strategies and a consistent customer experience.
• Analyze enterprise‑segment trends, customer feedback, renewal outcomes, churn drivers, adoption barriers, and expansion signals to recommend improvements.
• Recruit, onboard, and retain high‑performing talent while fostering accountability, collaboration, inclusion, sound judgment, and continuous improvement.
• Make financially responsible decisions aligned with organizational policies.

Performance Metrics

• Team retention and renewal achievement.
• Renewal forecast accuracy and timely updates.
• Account‑health reviews, risk identification, and mitigation plan quality.
• Enterprise relationship coverage, including decision‑maker and executive‑sponsor engagement.
• Volume and quality of seller‑accepted expansion opportunities.
• CRM discipline, account‑plan completion, and business‑review cadence.
• People‑leadership effectiveness, including coaching rhythms, capability building, retention, and succession readiness.

Qualifications

Minimum Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years in account management, customer success, client services, sales, or similar customer‑facing roles.
• 2+ years of people‑leadership experience, including coaching, performance management, and team development.
• Experience managing strategic or enterprise customer relationships with multiple business units, locations, and executive stakeholders.
• Demonstrated success driving retention, renewals, account health, value realization, and qualified expansion identification.
• Experience using CRM data, customer‑health indicators, and performance metrics to coach teams and improve forecast accuracy.

Preferred Qualifications

• Experience leading an account‑management or customer‑success team serving large, geographically dispersed enterprise customers.
• Experience in education, healthcare, human services, training, or similar CPI‑aligned markets.
• Experience developing strategic account plans, executive‑sponsorship programs, and executive‑level business reviews.
• Experience building new teams, processes, or enterprise customer‑coverage models.

Work Environment

Standard office or remote‑work environment. Travel required periodically for customer meetings, team meetings, and organizational events; frequency varies based on business needs.

What We Offer:

• $170,000 OTE
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid / Remote work schedule
• Paid Parental Leave