Account Manager - Mid-Market

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 Account Manager – Mid‑Market owns the customer journey for a broad, high‑volume portfolio of mid‑market accounts and ensures sustained value realization from CPI training. This role manages a diverse set of customers with varying levels of complexity, focusing on scalable engagement, consistent adoption support, renewal execution, and early risk identification. The Account Manager serves as the primary relationship owner, drives proactive communication, maintains accurate account plans, and surfaces qualified expansion opportunities for the sales team. The role emphasizes repeatable processes, efficient digital engagement, and disciplined portfolio management to achieve retention and growth targets.

Essential Responsibilities

• Lead seller‑to‑account‑management handoff, schedule kickoff meetings, document commitments, and execute a repeatable onboarding plan.
• Build relationships with day‑to‑day contacts and decision‑makers across assigned accounts.
• Maintain concise account plans capturing goals, stakeholders, adoption progress, risks, renewal timing, and next actions.
• Conduct proactive check‑ins and business reviews aligned to customer needs, account value, and risk level.
• Support customer adoption of CPI programs, instructor capacity, and end‑learner training through consistent engagement.
• Own renewal outreach, planning, forecasting, negotiation, and timely completion of renewals across a high‑volume portfolio.
• Achieve retention targets by prioritizing at‑risk accounts and documenting account health, risks, and mitigation plans.
• Identify and qualify expansion opportunities (additional learners, instructor capacity, programs, or resources) and complete CRM documentation before handoff to sales.
• Manage escalations, maintain accurate CRM records, report account health and renewal status, and support ownership transitions.
• Represent the voice of the customer and collaborate cross‑functionally to resolve needs and improve the customer experience.
• Make financially responsible decisions aligned with organizational policies.

Performance Metrics

• Renewal rate and achievement of retention targets.
• Volume and quality of qualified expansion leads.
• Renewal forecast accuracy and timely updates.
• Account health assessments, risk identification, and documented next actions.
• Portfolio coverage, stakeholder engagement, and consistent CRM activity completion.

Qualifications

Minimum Requirements

• Bachelor’s degree or equivalent experience.
• 1+ years in account management, customer success, client services, or similar customer‑facing roles.
• Experience managing a portfolio of mid‑market customers, including renewals, adoption, and risk.
• Demonstrated ability to manage competing priorities across a book of business.
• CRM proficiency for account plans, activity tracking, and renewal pipeline management.
• Strong communication, problem‑solving, and organizational skills.
• Ability to collaborate cross‑functionally and influence outcomes without direct authority.

Preferred Qualifications

• Experience managing a high‑volume or segmented customer portfolio using repeatable engagement processes.
• Experience in education, healthcare, human services, training, or similar markets.
• Experience using digital and virtual engagement methods to support customer adoption and retention.

Work Environment

Standard office or remote‑work environment. Some travel may be required based on account and business needs.

What We Offer:

• $100,000 OTE
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid / Remote work schedule
• Paid Parental Leave