Account Manager - Enterprise

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 Account Manager – Enterprise owns the customer journey for assigned enterprise accounts and ensures sustained value realization from CPI training. This role manages a focused portfolio of high‑value, complex accounts across multiple business units, locations, and stakeholder groups. Responsibilities include onboarding, adoption support, relationship development, renewal management, risk identification, and surfacing qualified expansion opportunities for the sales team. The Account Manager serves as the primary relationship owner and coordinates internal resources to support customer needs and long‑term retention.

Essential Responsibilities

• Lead seller‑to‑account‑management handoff, kickoff scheduling, onboarding planning, and implementation.
• Build multi‑threaded relationships across day‑to‑day contacts, decision‑makers, and executive sponsors.
• Maintain account plans capturing goals, stakeholders, adoption progress, risks, renewal timing, and next actions.
• Conduct proactive check‑ins and quarterly business reviews tied to customer priorities and success measures.
• Support customer adoption of CPI programs, instructor capacity, and end‑learner training.
• Own renewal strategy, outreach, forecasting, negotiation, and timely completion of renewals.
• Manage retention targets, prioritize at‑risk accounts, and document account health and mitigation plans.
• Identify and qualify expansion opportunities 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 experience.
• Make financially responsible decisions aligned with organizational policies.

Performance Metrics

• Renewal rate and achievement of retention targets.
• Volume and quality of qualified expansion leads.
• Renewal forecast accuracy and timely updates.
• Account health assessments, risk identification, and documented next actions.
• Strength and breadth of stakeholder relationships and engagement cadence.

Qualifications

Minimum Requirements:

• Bachelor’s degree or equivalent experience.
• 3+ years in account management, customer success, client services, or similar customer‑facing roles.
• Experience managing complex enterprise accounts with multiple business units and executive stakeholders.
• Demonstrated ability to manage renewals, customer risk, and competing priorities.
• 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.

Preferred Qualifications:

• Experience supporting large, geographically dispersed organizations.
• Experience in education, healthcare, human services, training, or similar markets.
• Experience developing strategic account plans and leading executive‑level business reviews.

Work Environment

Standard office or remote‑work environment. Some travel required based on account and business needs.

What We Offer:

• $120,000 OTE
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid / Remote work schedule
• Paid Parental Leave