Account Manager - Customer Success
Topaz is hiring an Account Manager - Customer Success to own and grow a portfolio of existing customers while delivering a best-in-class customer experience.
This role exists to protect, expand, and deepen relationships. You will manage a high-volume book of accounts, act as the primary point of contact post-sale, and ensure customers realize ongoing value from Topaz solutions. Success in this role means strong retention, thoughtful account growth, and customers who see Topaz as a trusted partner, not just a vendor.
You will balance proactive relationship management with disciplined execution: driving renewals, identifying upsell and cross-sell opportunities, capturing voice-of-customer insights, and partnering internally to continuously improve the customer experience.
About Us
Topaz Diagnostics develops innovative point-of-care testing solutions utilized across various healthcare, recovery, harm reduction, pharmacy, and public-sector settings. We operate at the intersection of health and real-world impact. We move fast, expect ownership, and reward people who deliver outcomes.
What You Will Own
- Ownership of a high volume/mixed portfolio customer accounts
- Relationship management, customer experience, renewal outcomes, and retention across assigned accounts
- Proactive account management, including regular outreach, check-ins, issue resolution, and value-based follow ups
- Identification and execution of expansion (upsell, cross-sell, increase usage)
- Voice-of-customer feedback, translating insights into actionable input for sales, marketing, and operations
- Account organization, prioritization, and clear internal communication
- Fast, thoughtful, and professional customer responses
- Deep understanding of each account: agreements/contracts, usage, payment status, opportunities, and risks
- Collaboration with sales and leadership when relationships or renewals benefit from shared ownership
- Accurate account documentation, forecasting, and pipeline management related to renewals or growth
- Proactive business development within your local market, identifying new opportunities through customer referrals, local relationships, and community presence to drive incremental growth alongside your existing book of business
How You'll Be Measured
- Customer retention, renewals, and payment reliability
- Expansion revenue and product adoption across accounts
- Account health metrics and customer satisfaction (e.g., NPS)
- Responsiveness, follow-through, execution, and quality of communication
- Ability to identify and surface new opportunities and referrals
- Pipeline and forecast accuracy
What Success Looks Like
- Customers feel supported, understood, prioritized, and view you as a trusted, responsive, and knowledgeable partner
- Customers consistently renew and expand their relationship with Topaz
- You maintain strong engagement across a high-volume book of business without customer drop-off
- Professional growth and coachability indicating readiness to step into commercial role
Who This Is For
- Someone who enjoys owning a book of business and takes personal accountability for retention, growth, and customer satisfaction
- Is comfortable managing a high-volume portfolio without sacrificing organization, responsiveness, or professionalism
- Is proactive, spots risks early, follows through relentlessly, and doesn’t wait to be told what to do
- Communicates clearly and confidently with a wide range of stakeholders, from frontline users to executives
- Energetic, opportunistic, and sales-oriented operators
- Clear communicators who solve problems, not pass them along
Who This Is Not For
- Reactive support profiles who are looking for a low-urgency, low-ownership role
- People who don’t know their accounts inside and out
- Anyone who prefers only hunting new business and has little interest in ongoing account ownership
- Avoids difficult conversations around renewals, pricing, or performance
- Wants a highly scripted, checkbox-driven customer success role
Must Have
- Strong relationship management and communication skills
- High ownership, accountability, and organization
- Comfort managing a large book of accounts
- Bias toward proactive problem-solving
Nice to Have
- Experience in customer success, account management, or sales
- Exposure to healthcare, recovery, or regulated environments
- Experience cross-selling or upselling products or services
- Lived experience in the harm reduction or recovery space
Compensation & Upside
- Year-1 OTE: $60,000–$75,000
- Expansion-based variable compensation tied to account growth and health
- Equity participation through Topaz’s employee stock option plan, providing the opportunity to earn ownership in the company at an early stage
How We Work
Remote-first: Topaz operates as a distributed team. Applicants from both Canada and US will be considered. We take work-life integration seriously while holding a high bar for how we show up, growth, ownership, accountability, and results.
Mission Statement
Together, with our customers, we empower health decisions, inspiring trust and clarity to achieve the wellness outcomes you deserve.
Values
Doing what's right with transparency
Dedication to excellence and accountability in all we do
Empowering people and their development to achieve their full potential
Driving positive change for our communities, performance and outcomes
At Topaz, we believe in fostering a winning culture, where collaboration, growth, and innovation thrive. Our core values - Trust, Commitment, People, and Impact, serve as the foundation of everything we do. We are locked in on driving positive change in our communities and in healthcare.
Join our Team
Please use the form below to share your details and upload your resume. We review every application carefully, and if there's a fit, we'll reach out. Thanks for taking the time to apply.