Manager, Mid-Market Account Management

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 Manager, Mid‑Market Account Management leads the Mid‑Market Account Management team and delivers a consistent, proactive post‑sale experience across a broad portfolio of mid‑market customers. This role develops Mid‑Market Account Managers, establishes scalable portfolio‑management discipline, and drives customer adoption, retention, renewal performance, account health, and qualified expansion identification. The Manager partners closely with Sales and cross‑functional teams to strengthen customer outcomes, improve forecast accuracy, resolve escalations, and ensure efficient, repeatable execution across the segment. Essential Responsibilities Lead, coach, and develop Mid‑Market Account Managers through one‑on‑ones, performance feedback, skill development, call coaching, and career growth. Translate mid‑market segment goals into team priorities, operating rhythms, account coverage expectations, and measurable performance plans. Oversee balanced account assignments, portfolio capacity, and coverage quality to ensure proactive, consistent, and scalable account management. Coach the team to execute disciplined seller‑to‑account‑management transitions, repeatable onboarding plans, stakeholder mapping, customer engagement, business reviews, adoption support, and measurable customer outcomes. Monitor account health, adoption, customer activity, satisfaction, renewal timing, and risk indicators; ensure early intervention, documented action plans, and appropriate escalation support. Own team‑level retention and renewal performance, including strategy review, commercial exceptions, at‑risk accounts, and support for complex negotiations. Ensure Mid‑Market Account Managers identify, qualify, document, and route expansion opportunities to the assigned seller in accordance with ownership rules and thresholds. Establish standards for CRM accuracy, account plans, activity documentation, account health, renewal forecasts, loss analysis, customer commitments, and next actions. Build strong partnerships with mid‑market sellers and cross‑functional teams to maintain coordinated customer strategies and consistent handoffs. Analyze segment trends, customer feedback, renewal outcomes, churn drivers, adoption barriers, and expansion signals to improve processes, playbooks, enablement, and the customer experience. Recruit, onboard, and retain high‑performing talent while fostering accountability, collaboration, inclusion, sound judgment, and continuous improvement. Make financially responsible decisions aligned with organizational policies. Performance Metrics Team retention and renewal achievement across the mid‑market portfolio. Renewal forecast accuracy, timeliness, and documented rationale for changes. Account‑health reviews, risk identification, and mitigation plan quality. Customer satisfaction and relationship‑health targets, including timely action on feedback themes. Portfolio coverage, stakeholder engagement, adoption follow‑through, and CRM activity standards. Volume and quality of seller‑accepted expansion opportunities. Scalable execution, including onboarding, account planning, business‑review cadence, and CRM discipline. People‑leadership effectiveness, including coaching rhythms, capability building, retention, and succession readiness. Qualifications Minimum Requirements Bachelor’s degree or equivalent experience. 5+ years in account management, customer success, client services, sales, or similar customer‑facing roles. 2+ years of people‑leadership experience, including coaching, performance management, and team development. Demonstrated success managing a broad or high‑volume mid‑market portfolio, including renewals, adoption, risk, and competing priorities. Proven success driving retention, renewals, account health, scalable portfolio execution, and qualified expansion identification. Experience using CRM data, customer‑health indicators, and performance metrics to coach teams, manage risk, and improve forecast accuracy. Preferred Qualifications Experience leading account‑management or customer‑success teams serving mid‑market customers. Experience in education, healthcare, human services, training, or similar CPI‑aligned markets. Experience designing scalable portfolio‑management practices, digital engagement methods, lifecycle programs, or team operating rhythms. Experience building new teams, processes, playbooks, or customer‑coverage models. Work Environment Standard office or remote‑work environment. Travel required periodically for customer meetings, team meetings, and organizational events; frequency varies based on business needs. What We Offer: $160,000 OTE Comprehensive benefits package 401k PTO Health & Wellness Days Paid Volunteer Time Off Continuing education and training Hybrid / Remote work schedule Paid Parental Leave