Account Manager

GHD · Waterloo

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Organizations don't innovate; people do.   

As part of our digital transformation business, you’ll help clients unlock innovation, embrace the future and change communities for good. 

And we’ll help you stimulate new thinking, accelerate your career and connect you to projects that really matter. 

Join our team of over 600 data scientists, design thinkers, immersive digital consultants, project managers and innovators, all working to create positive change for generations to come.

Who are we looking for?

Our Waterloo office is looking for an Account Manager.

The primary responsibility of the Account Management team is to retain, grow, and expand our existing client base while acting as trusted advisors to our customers. Success is measured through a combination of client retention, revenue growth, client satisfaction, and long-term account development.

Account Managers are expected to own both retention and growth within their assigned portfolio and be accountable for the overall health, satisfaction, and commercial success of their accounts. This includes driving adoption, maximizing customer value, executing strategic growth plans, and ensuring clients continue to see measurable business outcomes from their partnership with GovStack.

Hybrid work Model: Be part of the dynamic culture! Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in the office three days a week to contribute, connect, and excel in our vibrant environment.

Working with an energetic and high-performing team, this position offers a variety of work and will see you involved in: 

Account Ownership and Relationship Management

• Manage a portfolio of government and public sector accounts.
• Build relationships with executive sponsors, operational stakeholders, and platform users.
• Develop account plans that align GovStack solutions with strategic customer objectives.
• Conduct regular client meetings and executive business reviews.
• Maintain detailed account intelligence, stakeholder maps, risks, opportunities, and growth plans.
• Serve as the primary point of contact for all post-sale commercial matters.
• Ensure clients realize ongoing value from their investment in GovStack while identifying opportunities to support their evolving business objectives, strategic priorities, and organizational goals.
• Act as a trusted advisor by understanding client challenges, strategic initiatives, and long-term goals, and aligning GovStack solutions to help clients achieve measurable outcomes.
• In FY27, a significant portion of our expansion strategy is focused on the adoption and growth of DocRemedy and Service Hub. Account Managers are expected to proactively identify, position, and close opportunities for these solutions across their portfolio where they can create measurable client value.
• Own the overall commercial health of assigned accounts, ensuring strong client engagement, product adoption, retention, and revenue growth.
• Maintain and grow Net Revenue Retention (NRR) across their portfolio. Account Managers are accountable not only for generating expansion revenue but also for protecting existing revenue. When revenue is lost through churn, downgrades, or contractions, Account Managers are expected to replace that revenue through upsell, cross-sell, renewals, and expansion opportunities. Success is measured by growing the total value of the portfolio after accounting for revenue attrition.
• Escalating and resolving issues proactively.
• Driving platform adoption and engagement.
• Coordinating internal resources when required.
• Maintaining strong client health scores and executive relationships.
• Developing retention plans for at-risk accounts.

Retention is everyone’s responsibility, but Account Managers are accountable for leading the retention strategy for their accounts.

Revenue Retention and Growth

Account Managers are expected to manage and grow their assigned book of business through three primary revenue motions:

• Renewal of existing contracts, including annual pricing adjustments.
• Expansion of existing products and services within current accounts.
• Cross-selling and expanding adoption of DocRemedy, Service Hub, and other strategic solutions across the GovStack ecosystem.
• Achieve annual retention, ARR growth, NRR, and expansion revenue targets.
• Build and manage expansion pipelines within HubSpot.
• Forecast and report on revenue opportunities, renewals, risks, and client health.
• Drive adoption of new products and services that align to customer priorities.
• Develop expansion plans that offset churn risk and contribute to overall portfolio growth.

Strategic Account Management

Account Managers are expected to maintain a deep understanding of each client:

• Organizational goals and strategic plans.
• Business challenges and operational priorities.
• Stakeholder structure and decision-making process.
• Current product usage and adoption.
• Opportunities for future growth and modernization.

Every client interaction should focus on aligning GovStack solutions to business outcomes, not simply selling products.

Client Engagement and Communication

Account Managers are responsible for maintaining proactive communication with all assigned accounts. Minimum expectations include:

• Regular account meetings are based on account tier.
• Quarterly Business Reviews (QBRs).
• Ongoing phone, email, virtual, and in-person engagement.
• Proactive outreach outside of scheduled meetings.
• Timely follow-up on client requests, issues, and opportunities.

Communication should consistently provide value and strengthen relationships.

5. Trusted Advisor Relationship

Account Managers are expected to act as strategic advisors, not vendors. This includes:

• Understanding industry trends impacting clients.
• Providing recommendations and best practices.
• Introducing new products, services, and capabilities that support client objectives.
• Demonstrating ROI and business value.
• Helping clients achieve strategic goals through technology and services.

Client Health and Retention

Account Managers own the overall health of their assigned accounts. Responsibilities include:

• Monitoring customer satisfaction.
• Measuring and improving NPS.
• Identifying churn risks early.

Quarterly Business Reviews

QBRs are a required component of the account management program. QBRs should focus on:

• Progress against client objectives.
• Product adoption and usage.
• ROI and measurable business outcomes.
• Strategic initiatives.
• Upcoming organizational priorities.
• Recommendations for future improvements and growth opportunities.

Internal Collaboration

Account Managers are expected to work closely with Customer Support, Implementation, Product, Marketing, Revenue Leadership, and Sales Leadership.

• Ensure clients receive a consistent experience across all teams.
• Share client feedback, risks, and product opportunities internally.
• Coordinate resources to maximize retention, adoption, and expansion outcomes.

Success requires strong cross-functional collaboration to maximize retention and growth opportunities.

What you will bring to the Team:

• 2-5 years in an Account Management/SAAS Technology role.
• Selling into the public sector is a nice-to-have 

#LI-MC1

Please note: 

• The salary range for this position is CAD $66,375K to $110,625K.  The posted salary range represents the expected hiring range for GHD locations in its major city centres. Ranges may vary for positions in other locations. At GHD, base salary is determined by your skills, experience, qualifications and work location. We are committed to offering competitive compensation and adhering to all relevant pay transparency legislation.  
• The use of artificial intelligence (AI) in recruiting is just getting started and may be used during the process to improve efficiency and fairness. Your application may be reviewed by both AI and our hiring team. While AI supports some steps through the process, all final hiring decisions are made by humans
• This position is for an existing vacancy

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.

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