Team Lead, Account Management - Toronto

Role Overview

We are seeking an experienced and dynamic Account Manager Team Lead to join our team at Otter. In this role, you will lead a team of Account Managers while also handling your own portfolio of 100+ active operator accounts. You'll be responsible for guiding and mentoring team members to achieve individual and team sales goals, while also driving customer engagement, retention, and monetization. This is a great opportunity for someone with leadership experience in sales or customer success who is passionate about customer outcomes and team development.

Key Responsibilities

• Team Leadership & Mentorship: Lead a team of Account Managers, providing guidance, support, and mentorship to help them succeed in acquiring, managing, and growing customer accounts. Foster a collaborative and high-performance team culture.
• Customer Acquisition & Sales: Conduct high-quality outbound outreach to prospective customers from company-provided or self-sourced leads. Apply value-based selling techniques to close deals and grow our customer base. Support the team in achieving individual and collective sales targets.
• Pipeline & Account Management: Oversee and manage the team’s customer pipeline in Salesforce. Provide insights and reports on team performance and sales goals. Achieve monthly sales targets for acquiring new customers and growing the team’s book of business.
• Customer Education & Activation: Ensure your team successfully onboard new customers, equipping them with the knowledge and tools to maximize early lifecycle performance.
• Customer Retention & Engagement: Oversee your team’s management of 100+ active customers, ensuring they maintain strong operational performance and continue to extract value from the product.
• Revenue Growth: Identify opportunities for upselling and cross-selling to high-performing customers. Ensure the team is consistently working to grow revenue and expand the customer base.
• Product Feedback & Evolution: Act as a bridge between customers and the product team, capturing feedback and ensuring the customer’s voice is heard in product development.
• Process & Analytics: Ensure the team follows internal processes for driving customer success. Use analytics tools (Google Sheets/Excel) to monitor customer success metrics, track team performance, and identify areas for improvement.
• Escalations & Advocacy: Lead the team in handling customer escalations that could not be resolved by onboarding or support teams, ensuring customer needs are advocated for and addressed in a timely manner.

Required Skills & Qualifications

• Education: Bachelor’s degree preferred, but not required.
• Experience: 2-4 years of relevant work experience, including at least 1 year in a leadership or team lead role. Experience in sales, customer success, or account management is required. Prior experience leading a team in the restaurant, food, SaaS, or tech industries is a plus.
• Competencies:
  • Leadership & Coaching: Ability to lead by example and inspire a team to exceed performance goals.
  • Hustle & Resilience: Ability to thrive in a fast-paced, goal-oriented environment while supporting and motivating others.
  • Goal-Driven: Strong focus on achieving sales targets and customer satisfaction goals for both the team and individual contributors.
  • Customer-Obsessed: Passion for helping customers achieve success and fostering long-term relationships.
  • Analytically-Inclined: Comfortable working with data (Google Sheets/Excel) to interpret customer and team performance metrics.
  • Commercial Acumen: Ability to drive business value through strong customer relationships and team performance.
• Preferred Experience:
  • B2B sales, customer success, or account management experience in a fast-paced industry.
  • Familiarity with Salesforce or similar CRM systems.
  • Experience with managing or mentoring a team to achieve business goals is highly preferred.
  • Experience with customer-facing data (basic spreadsheets or analytics) is a plus.