We are Kisi, a physical security tech company revolutionizing how businesses access and secure their spaces. Founded in 2012, with headquarters in Brooklyn, an office in Stockholm, and a global team, we create innovative, award-winning hardware and compliance-certified software that enable seamless, cloud-based access to offices, facilities, and buildings.
About The Role
As an Account Manager at Kisi, you will be responsible for managing and growing relationships across an assigned portfolio of existing customers. You will serve as a trusted advisor throughout the customer lifecycle — driving retention, identifying expansion opportunities, supporting renewals, and ensuring customers are maximizing the value of the Kisi platform.
You will work cross-functionally with Sales, Support, Product, Billing, and Partnerships teams to deliver a strong customer experience while helping drive expansion MRR across hardware, software, integrations, intercom, visitor management, cameras, and other Kisi solutions. This is an exciting opportunity for someone who enjoys relationship-building, consultative selling, problem solving, and working in a fast-growing SaaS and physical security environment.
Key Responsibilities
Portfolio Management: Manage a portfolio of SMB and Mid-Market customer accounts across multiple verticals including fitness, coworking, commercial real estate, and education.
Relationship Building: Build strong customer relationships through proactive communication, strategic business reviews, and operational support.
Retention & Renewals: Drive customer retention and successful renewals while identifying risks early and partnering internally on mitigation plans.
Expansion Opportunities: Identify and close expansion opportunities including additional doors, locations, software licenses, integrations, intercom, visitor management, and camera solutions.
Cross-functional Collaboration: Partner closely with Billing Support and Technical Support to ensure customer issues are resolved efficiently.
CRM & Tooling: Maintain accurate account activity, health status, renewal tracking, and opportunity management within HubSpot and Chargebee.
Feedback Loop: Collaborate with Product and Partnerships teams to relay customer feedback and identify growth opportunities.
Onboarding Support: Support onboarding coordination and customer adoption initiatives to improve long-term account health.
Performance Targets: Meet and exceed monthly expansion and retention targets.
Workflows: Help improve internal processes, documentation, and customer success workflows as the Account Management function continues to scale.
