Account Manager - Mid-Market

Crisis Prevention Institute is a provider of evidence-based de-escalation, crisis prevention training, and dementia care services. The Account Manager – Mid-Market owns the customer journey for a high-volume portfolio of mid-market accounts, driving adoption, engagement, renewals, retention, and qualified expansion opportunities.

Responsibilities:

• Lead seller‑to‑account‑management handoff, schedule kickoff meetings, document commitments, and execute a repeatable onboarding plan
• Build relationships with day‑to‑day contacts and decision‑makers across assigned accounts
• Maintain concise account plans capturing goals, stakeholders, adoption progress, risks, renewal timing, and next actions
• Conduct proactive check‑ins and business reviews aligned to customer needs, account value, and risk level
• Support customer adoption of CPI programs, instructor capacity, and end‑learner training through consistent engagement
• Own renewal outreach, planning, forecasting, negotiation, and timely completion of renewals across a high‑volume portfolio
• Achieve retention targets by prioritizing at‑risk accounts and documenting account health, risks, and mitigation plans
• Identify and qualify expansion opportunities (additional learners, instructor capacity, programs, or resources) and complete CRM documentation before handoff to sales
• Manage escalations, maintain accurate CRM records, report account health and renewal status, and support ownership transitions
• Represent the voice of the customer and collaborate cross‑functionally to resolve needs and improve the customer experience
• Make financially responsible decisions aligned with organizational policies

Requirements:

• Bachelor's degree or equivalent experience
• 1+ years in account management, customer success, client services, or similar customer‑facing roles
• Experience managing a portfolio of mid‑market customers, including renewals, adoption, and risk
• Demonstrated ability to manage competing priorities across a book of business
• CRM proficiency for account plans, activity tracking, and renewal pipeline management
• Strong communication, problem‑solving, and organizational skills
• Ability to collaborate cross‑functionally and influence outcomes without direct authority
• Some travel may be required based on account and business needs
• Experience managing a high‑volume or segmented customer portfolio using repeatable engagement processes
• Experience in education, healthcare, human services, training, or similar markets
• Experience using digital and virtual engagement methods to support customer adoption and retention