Account Manager

Optigo Networks is shaping the future of the commercial smart buildings industry by helping building owners and their service providers reduce the cost and complexity of deploying and managing operational technology (OT) networks.

Our flagship product, Optigo Visual Networks (OptigoVN), is a SaaS solution for troubleshooting and monitoring BACnet-based OT networks that finds faults, flags misbehaving devices, and cuts troubleshooting from hours to minutes. Our customers include the world’s largest multinational service providers, Fortune 500 companies, and educational institutions.

We're based in Burnaby, BC, Canada and we welcome remote candidates.

As our first Account Manager, you'll own a book of existing OptigoVN customers and grow it. That means keeping them, renewing them, expanding their portfolio of monitored sites, and upselling them higher plan tiers. You carry renewal and expansion targets, monthly, quarterly and annually.

This role reports to the Director of Sales and works closely with our CTO, CGO, product, and support.

How we work. We're a small, agile SaaS company. Roles here aren't tightly boxed: everyone jumps in where the customer needs it, whether that's a renewal call, a troubleshooting session or a help article. Our engineers' time is limited, so you'll handle most day-to-day customer work yourself and bring them in when it's needed. If you want a narrow lane and a large support team behind you, this isn't the right fit. We embrace the use of new tools & AI to supplement our ability to get the most out of our efforts.

Account growth (the core of the role)

• Own renewals and expansion. Manage a book of accounts against a quarterly renewal and expansion target. Forecast it accurately and close it.
• Grow accounts. Find and close expansion: more sites, higher plan tiers, and new buyers such as IT and cybersecurity teams.
• Know who's who. Map stakeholders in each account (facilities, controls, IT, procurement, executive sponsor) so no account depends on one contact.
• Lead strategic accounts. Be the day-to-day lead for our largest enterprise, data-centre and OEM partner accounts.
• Work with service providers. Help our system integrator partners deliver OptigoVN well in the buildings they service.
• Keep the CRM current. Keep HubSpot accurate: contacts, activity, renewal dates, pipeline.

Hands-on customer success for your accounts

Our engineers' time is limited, so you'll handle the day-to-day customer work in your book yourself, working alongside our customer facing teams.

• Onboard new accounts. Take them from signed contract to first findings: kickoff, data-capture setup, first review of results.
• Be their first call. Answer how-to and configuration questions and do first-pass troubleshooting on data capture and connectivity. Escalate to engineering only with a clear write-up of what you've already checked.
• Train their teams. Run user training for the facilities teams and integrators in your accounts.
• Watch adoption and risk. Follow up when usage drops or findings go unaddressed, and run a plan to turn at-risk accounts around.
• Run business reviews. Prepare and lead QBRs that show what OptigoVN found, fixed and saved, and agree on next steps.
• Bring back what you hear. Feed customer needs and product gaps to the product team, and capture customer stories for case studies.
  

• 5+ years in account management, customer success or technical sales, including time carrying a renewal or expansion number in relation to SaaS or Software sales.
• Strong preference: experience with BACnet, Modbus or building automation at some level. You might have worked at a controls OEM, a system integrator, a mechanical contractor or a building-technology software company.
• If your building automation experience is light, a real willingness to learn. We'll teach you OptigoVN and the industry basics; you put in the time to get comfortable talking with a controls tech and a facilities director in the same day.
• A track record of keeping and growing B2B accounts, with numbers to show for it (renewal rate, net revenue retention, expansion booked).
• Comfort with enterprise accounts: several stakeholders, procurement and security reviews, and long renewal cycles.
• Hands-on comfort with technology. You'll troubleshoot first, before you escalate.
• Clear writing and speaking, including in front of senior customer leaders.
• Good habits: organized, keeps the CRM current, follows through without being chased.
• Willingness to travel to customer sites and industry events, when necessary.
  

• Experience with data centres, healthcare, higher education or large corporate real-estate portfolios.
• Familiarity with leading building automation systems such as Niagara, ALC WebCTRL, or IT/OT network and security tools.
• Existing relationships with system integrators or controls OEMs.
• Using AI tools to work faster: research, customer communications, reporting.
• Experience with HubSpot or other major CRM systems.
  

• Base salary: CAD 90,000 to 110,000, plus variable pay tied to renewals and expansion. Benefits: stock options, health and dental benefits.
• Location: we're based in Burnaby, BC. Remote candidates across Canada are welcome.
• To apply: send your resume and a short note about an account you grew to [careers@optigo.net].