Octup is a leading operations and analytics platform built for 3PLs and ecommerce brands. We unify data across warehouse, operations, and finance to power better decisions - including billing automation and payments infrastructure. As we scale, we're looking for an Account Manager to own the relationship and success of a portfolio of customers.

About the Role

This is a high-impact, customer-facing role sitting at the intersection of Customer Success, Implementation, and Product. You will be the primary point of contact for a portfolio of customers - owning the relationship, the implementation timeline, and long-term customer success. You'll work closely with Product, Engineering, and Sales, but you own the customer, the project, and the outcome.

What You'll Own

1. Customer Relationship & Project Ownership
2. Own the end-to-end relationship with assigned customers throughout onboarding and beyond. Manage implementation timelines and keep projects on track. Be the customer's trusted advisor on Octup's platform and capabilities, including billing and payments features.
3. Implementation Management
4. Coordinate onboarding and configuration with customers across operations, billing, and finance workflows. Drive implementation milestones and ensure on-time go-lives. Partner with technical/product teams on scoping and configuration where needed.
5. Customer Success & Retention
6.



Proactively manage account health and identify expansion opportunities. Ensure customers realize value from the platform. Gather customer feedback and feed it into product requests.
7. Issue Resolution & Escalation Management
8. Serve as the first line of communication for customer issues. Coordinate with Product and Engineering to resolve complex problems quickly. Keep customers informed throughout the resolution process.
9. Cross-Functional Coordination
10. Work closely with Sales during handoff to ensure smooth onboarding. Collaborate with Product on feature requests originating from your accounts. Support Sales in demos and positioning when needed.

Core Requirements

- 3–6+ years in Account Management, Customer Success, or Implementation — in a B2B SaaS company
- Strong project management skills; comfortable owning timelines and multiple stakeholders
- Ability to communicate confidently with both business and technical audiences
- Detail-oriented, organized, and comfortable driving customers toward go-live
- Comfortable working in a fast-paced, ambiguous workplace

Nice to Have

- Experience with billing systems, payment providers, or WMS platforms
- Exposure to accounting tools (e.g., QuickBooks)
- Background in logistics, supply chain, or 3PL SaaS

📌 Account Manager (Toronto)
🏢 Octup
📍 Toronto