Account Manager

Lillio Account Management

Lillio's customers are at the heart of everything we do. Our Account Management team plays a pivotal role in helping childcare centers grow, streamline operations, and deliver exceptional experiences for families - and this role sits right at the center of that mission.

As a trusted advisor within your portfolio, you'll balance deep relationship management with a high-volume, proactive outreach motion - uncovering expansion opportunities, driving product adoption, and helping customers unlock more value from Lillio every day.

What You'll Be Doing

[~30%] Own and grow a portfolio of high-value existing customers

• Build trusted, long-term relationships with a select book of high-value accounts.

• Conduct regular check-ins and business reviews to monitor health, usage, and satisfaction.

• Analyze account performance and recommend ways to maximize adoption and value across the Lillio platform.

• Host webinars, training sessions, and best-practice workshops to drive engagement.

• Act as a go-to advisor, ensuring customers see measurable impact on their operations and growth.

• Lead renewal conversations and proactively mitigate churn risk.

[~70%] Drive expansion and adoption across the broader customer base

• Use segmented data and insights to identify accounts that are underutilizing Lillio's platform.

• Execute targeted outreach campaigns, tailoring the value proposition to each customer's needs and goals.

• Run product demos, discovery calls, and education sessions to showcase Lillio's full capabilities.

• Manage a structured pipeline of expansion opportunities from initial outreach through to closed-won and full adoption.

• Collaborate with Marketing and Customer Success on campaigns, webinars, and playbooks that generate demand.

• Partner with Onboarding to ensure newly expanded customers drive deep, consistent engagement - not just activation.

• Achieve and exceed monthly expansion targets, contributing directly to Lillio's growth.

What We're Looking For

• 3–5+ years of account management, sales, or customer-facing experience in SaaS or a related industry.

• Demonstrated success in upselling or expansion sales, with a track record of meeting or exceeding revenue goals.

• Comfortable managing a dedicated book of business and proactively engaging the broader customer base to drive growth.

• Strong consultative selling skills - you know how to uncover pain points and connect them to real solutions.

• Excellent relationship-building skills across diverse personas (owners, directors, operations staff).

• A self-starter who thrives in a fast-paced environment and takes ownership of outcomes.

• Energized by targets and metrics - you're motivated to hit goals, not just participate in the process.

• Genuine passion for helping small business owners succeed.

Is This Role Right For You?

We want to be upfront about what makes someone thrive in this role - and what might make it a frustrating fit.

You'll love it here if…

• You're energized by high activity. We get on the phones, connect with customers frequently, and believe relationships are built through consistent, genuine touchpoints - not just the occasional email.

• You love the rhythm of a fast, high-volume sales cycle. Closing a high number of smaller deals quickly, hitting monthly targets, and seeing the direct results of your effort is deeply satisfying to you.

• You're a natural advisor. You don't just sell - you ask good questions, listen carefully, and help customers make decisions that actually make their lives easier.

• You thrive with autonomy and accountability. You don't need someone to tell you when to make calls or follow up. You manage your own pipeline with intention.

• You find meaning in the mission. Helping a childcare director streamline their operations or free up time to focus on their kids is genuinely motivating to you - not just a talking point.

• You're just as motivated by the team hitting its goals as you are by your own number. You celebrate when your colleague closes a big deal, you share what's working, and you genuinely want to see everyone succeed - not just yourself.

This probably isn't the right fit if…

• You prefer long, multi-threaded, enterprise-style sales cycles. If navigating complex approval chains and multi-month deal timelines is where you do your best work, this role's volume and pace will likely feel uncomfortable.

• You're not a fan of outbound activity. A significant part of this role involves proactive outreach - calls, campaigns, demos. If that drains you, it'll be hard to hit your goals here.

• You like to work a small, stable book and coast on existing relationships. This role rewards people who are always looking for the next opportunity to add value and grow.

• You're more comfortable in a role where the process is set, stable, and someone else's problem. Here, when the process is broken, we expect you to flag it, help fix it, and keep moving - not wait for perfect

• Metrics make you anxious rather than motivated. We track activity, pipeline, and revenue closely - not to micromanage, but because we believe in clarity and accountability.

• You see helping customers as someone else's job. Here, being a trusted advisor isn't a nice-to-have - it's the whole point. The best reps on our team win because customers actually trust them, not just because they're good at pitching.

Don’t have all the requirements but convinced you’ll be able to make an impact? We’d love to hear from you!   

Other Details

• We are only considering Canadian applicants for this role at this time
• This role is a backfill