Team Lead, Account Management

FabStation | Remote (Canada) | Full-Time Base Salary: $110,000–$120,000 CAD | Commission: $30,000–$60,000 CAD | OTE: $140,000–$180,000 CAD

WHO WE ARE

FabStation builds augmented reality software that brings BIM models directly onto the shop floor for steel fabricators. Our platform helps fabricators reduce fabrication errors, improve quality control, and increase operational efficiency. We have over 200 customers across in over 30 countries. We're growing quickly and looking for a commercially driven leader to scale our Account Management function.

THE ROLE

Reporting to the CEO, you'll lead a team of three Account Managers while personally owning our most strategic accounts. This is a revenue role as much as a leadership role: you'll carry renewal and expansion targets, coach your team to hit theirs, and build the playbooks that make retention and growth repeatable.

We're looking for someone who doesn't just retain customers, someone who handles objections with conviction, pushes for the upsell, asks for the referral, and holds a team accountable to numbers.

What success looks like in your first year:

• Gross retention at or above 85% and measurable expansion revenue from the existing base
• A documented, repeatable renewal and upsell process your team runs without you
• A referral and reference engine generating warm pipeline for Sales
• A team hitting clear individual targets, with performance visible in HubSpot reporting

RESPONSIBILITIES

Revenue: Renewals, Expansion & Referrals

• Own renewal performance across the book of business and lead renewal conversations for strategic accounts
• Identify and drive expansion opportunities: additional devices, integrations, training, services, and expanded usage
• Generate referrals and reference customers from your healthiest accounts
• Build a repeatable renewal, upsell, and referral process for the team
• Forecast renewals, expansion, and at-risk revenue; monitor account health and act early on churn risk
• Support pricing conversations, quote preparation, and client negotiations

Team Leadership & Department Growth

• Lead, coach, and manage a team of three Account Managers
• Set team targets for retention, renewal, and expansion; track performance and hold the team accountable
• Coach team members on objection handling, difficult conversations, renewal strategy, and upsell technique
• Improve processes for QBRs, escalations, and account health tracking
• Help define team structure, reporting, and future hiring needs as the department scales

Client Account Management

• Act as senior point of contact for strategic clients, escalations, and growth conversations
• Lead regular check-ins, quarterly business reviews, and renewal meetings
• Understand client goals, workflows, and adoption barriers, and help clients get long-term value from FabStation
• Channel client feedback to Product, Onboarding, Support, and leadership
• Travel to customer sites, conferences, and trade shows (approximately 25% travel)

Operations & Reporting

• Maintain accurate account activity, renewal status, and account health in HubSpot
• Build reporting on adoption, retention, expansion, and team performance; turn trends into strategy
• Develop expert-level knowledge of FabStation's products and new features

WHAT YOU'LL NEED

• 5+ years in account management, customer success, or B2B sales roles with direct ownership of renewal or expansion revenue in a SaaS environment
• 2+ years leading or mentoring a customer-facing team
• A track record of meeting or exceeding revenue targets — be prepared to speak to your numbers
• Confident objection handling and negotiation skills; comfortable pushing for the upsell and asking for the referral
• Strong coaching, communication, and relationship-building skills
• Organized and proactive, with the ability to manage multiple accounts, priorities, and team members at once
• Full professional fluency in written and spoken English

NICE TO HAVE

• Experience in construction, steel fabrication, or manufacturing, especially with BIM or construction software (Tekla, SDS/2, Procore, Autodesk)
• Experience building or scaling a customer success or account management function
• HubSpot (or similar CRM) experience
• French or Spanish language skills
• Post-secondary education in business or a related field
• Experience delivering executive-level presentations and business reviews

COMPENSATION & BENEFITS

• OTE $140,000–$180,000 CAD (base salary plus commission tiered to renewal and expansion performance)
• Stock options
• Approximately four weeks total paid time off: 15 vacation days plus company-wide holiday closure over Christmas
• 5 paid sick days
• Comprehensive medical and dental package
• Flexible schedule in a fully remote work environment
• $2,000 CAD tech stipend
• Company retreats and travel opportunities
• The opportunity to build and lead a department within a scaling SaaS company

LOCATION & ELIGIBILITY

FabStation is headquartered in Victoria, BC, with a testing facility in Kelowna, BC. This role is remote within Canada, with occasional in-person collaboration, customer visits, trade shows, and company events. Applicants must be legally eligible to work in Canada. No agencies, please.

OUR HIRING PROCESS

1. Application and short questionnaire
2. 30-minute screening call
3. Short video introduction plus a live role-play interview (a renewal conversation with objections, come ready to sell)
4. Final interview with leadership