Strategic Account Manager

Reports to: Head of Customer Success

About Factory: FixFactoryFix helps manufacturers and staffing firms find and hire skilled industrial talent through AI-powered recruiting. We’re also building an AI-first company, using AI throughout our own work to make our team more effective. We’re looking for someone who wants to help push both forward.

About the role: As a Strategic Account Manager, you’ll own a book of business and be accountable for its health, retention, and growth. That means driving product adoption and user engagement, helping customers achieve their hiring goals, and owning renewals and commercial expansion from discovery through close. This role combines product expertise, customer relationships, and commercial judgment. You’ll need to understand what each customer wants to accomplish, identify what’s standing in their way, and turn that understanding into action. You’ll have a large portfolio with significant room to grow, so prioritization and effective use of AI are essential. What you’ll own

• Customer outcomes and product adoption. Understand customers’ hiring goals and connect them to the right FactoryFix capabilities and workflows. Go beyond feature walkthroughs: help customers change how they work and get measurable value from the product.
• Account health and engagement. Monitor usage, user engagement, recruiting results, and customer feedback to spot risks and opportunities early. Diagnose why an account is struggling, build a practical plan, and follow through.
• Renewals and expansion. Own the full commercial relationship, including renewal planning, negotiations, and closing growth opportunities. Build credible business cases using customer results, hiring needs, and product usage. Earn expansion by showing customers how a larger investment can help them achieve more.
• AI-enabled account management. Use AI to research accounts, interpret data, prioritize outreach, prepare for conversations, and improve follow-through. Experiment with new workflows, evaluate their results, and share what works. We’re looking for someone who improves how the team operates, not just adopts the tools already in place. What you’ll bring
• A track record of retaining and expanding customers in account management, customer success, or a related commercial role. You’re comfortable discussing value, asking for the business, negotiating, and being accountable for revenue results.
• Experience managing a high-volume portfolio, and a genuine preference for that pace. You can balance competing needs, keep commitments organized, and decide where personal attention will have the greatest impact.
• Strong critical thinking and independent problem-solving skills. You ask good questions, distinguish symptoms from causes, and find practical solutions when there isn’t an established playbook. You know when to act independently and when to bring in help.
• Product curiosity and business judgment. You learn how a product works, understand why customers use it, and translate capabilities into outcomes. You combine strong relationships with evidence rather than relying on either alone.
• An AI-first approach to work. You can show how you’ve used AI to solve problems or improve results. You’re eager to experiment, but you also check outputs and take responsibility for the quality of your work.

What success looks like: Your customers use FactoryFix effectively, achieve meaningful recruiting results, and understand the value they’re receiving. You retain and grow your book, anticipate risks before renewal, and build repeatable ways to serve more customers without sacrificing quality.