Strategic Account Manager

As a Strategic Account Manager (SAM) for our SMB segment, you’ll build relationships with high-potential customers and engage them at key moments in their journey. Using a data-driven expansion playbook and intent-based outreach, you’ll assess customer needs and guide their next steps. Reporting to the Senior Manager, Account Management, you’ll act as a trusted advisor, identifying the next best action or product to help customers maximize ROI and unlock more value from 7shifts. Through proactive engagement and clear insights, you’ll drive expansion while strengthening retention and long-term loyalty.

• →Manage a dynamic book of SMB customers, building strong relationships that drive retention, loyalty, and expansion
• →Use customer usage data, firmographics, and tech stack insights to identify the next best action and deepen product adoption
• →Act as a strategic advisor: run consultative discovery and value-based demos that connect customer challenges to clear, measurable ROI
• →Own and prioritize a pipeline of expansion opportunities (upsells, add-ons, location growth) to consistently hit MRR targets
• →Proactively identify and pursue new revenue opportunities through outbound and rep-led motions within your book of business 
• →Use AI to work smarter: prioritize your book, prep for calls, personalize outreach at scale, and build those habits into how you run your day
• →Capture customer insights and friction points, share them with Product to improve the journey, and source testimonial stories for Marketing
• →Maintain strong data hygiene and execute targeted outreach using tools like Salesforce, Gong, and Slack
• →Partner cross-functionally with Onboarding, Service Delivery, and Product to ensure smooth activation and ongoing success

• Experience in a high-volume, quota-carrying tech sales role (e.g., Account Executive, Expansion Account Executive, Account Manager, Customer Success Manager), with a strong track record of hitting or exceeding targets
• Proven ability to uncover customer needs through deep discovery and drive value-based expansion within existing accounts
• A bias for action and urgency, balanced with a thoughtful, strategic approach to managing your book of business
• Strong proficiency in using sales tools and data to prioritize opportunities, manage pipeline, including a CRM (e.g. Salesforce), and ideally a customer success platform (e.g. Gainsight, Vitally, ChurnZero)
• A solutions-oriented approach, with confidence in handling objections and addressing customer pain points
• Adaptability and resilience in a fast-paced, evolving environment, with a willingness to learn and continuously improve 
• Proficiency in utilizing AI tools to drive efficiency in day-to-day operations, including automating repeatable workflows and increasing productivity

• Experience in or exposure to restaurant tech (e.g., POS, ATS, payroll, online ordering, reservations, inventory management)
• Familiarity with restaurant operations, industry trends, and best practices
• Proficiency in Spanish or French

This role is an existing vacancy and is part of our current hiring plan. 

• Opportunity: Our product is evolving in exciting ways, and we’re focused on delivering even more value to restaurants. This momentum creates real opportunities to learn and grow. Whether you’re honing your craft or exploring new paths, you’ll be supported and empowered to own your growth and impact a product shaping the future of the restaurant industry.
• Challenge: We’re tackling real problems in a fast-moving, complex industry. The work is scrappy and ambiguous, but meaningful. You’ll think critically, act with intention, and shape solutions that make a real difference for restaurant teams.
• Culture: We’re proud to be recognized among the best workplaces in North America. Guided by our mission and values, we move fast to solve meaningful problems and celebrate wins together. Whether through in-office and remote events, team offsites like Sparks, or everyday moments of connection, we create space for shared growth, collaboration, and fun.
• Equity: We’re a Series C, VC-backed SaaS company, and we believe everyone should share in the success they help create. When we build together, we grow together.
• Health and Wellness: We support Shifties in and outside of work, knowing that what people need can change over time. From day one, you’ll have access to benefits like health and dental, lifestyle spending accounts to a parental leave program built with flexibility in mind, to help you bring your best self to work.
• Flexibility: Our team is intentional around how and where we work, whether remotely, in person, or a mix of both. We prioritize candidates who thrive in a hybrid work environment with offices in Saskatoon and Toronto, ensuring in-person collaboration and connection when possible. Plus, we offer a flexible vacation policy to encourage everyone to recharge when needed. Oh, and our ‘90 Day Shift’ program lets Shift work from (almost) anywhere because who wouldn’t want to trade their desk for a beach view once in a while?
• Support: We set Shifties up for success with the tools they need, like the latest Apple tech, a home office setup, and some 7shifts swag to make it official. But support goes beyond day one. We’re serious about professional growth, offering coaching, feedback, development planning, and opportunities to grow from within. 

We know you might not check every box, and that’s okay. If you’re excited about this role, inspired to contribute to a meaningful product, and eager to share ideas that drive real change, we’d love to hear from you. We’re building an inclusive team that reflects the diverse industry we serve, and we welcome applicants from all backgrounds.