Account Manager

Account Manager – Channel & Customer Growth

Sangoma – Empowering businesses with essential communications. Sangoma powers the future of business communications with innovative, scalable, and reliable solutions. From UCaaS, CCaaS, and VoIP to networking, security, and managed services, our all-in-one portfolio helps organizations stay connected—anytime, anywhere. As leaders in open-source and cloud communications, we combine technical depth with real-world business impact, supporting partners and customers across the globe.

The Role

Sangoma is seeking a strategic, customer-focused Account Manager to own and grow relationships with existing customers and channel partners. In this role, you’ll serve as a trusted advisor—driving customer satisfaction, retention, and revenue growth while helping customers realize the full value of Sangoma’s essential communications solutions.

What You’ll Do

• Build and maintain strong, long-term relationships with existing customers to ensure high satisfaction and retention
• Identify and execute upsell and cross-sell opportunities aligned to customer needs and business objectives
• Partner with Sales, Marketing, and Channel teams to drive account growth and deliver exceptional customer experiences
• Lead regular account reviews and strategic planning sessions, assessing performance and recommending improvements
• Actively manage account activity using CRM tools, tracking pipeline, engagement, and customer feedback
• Translate customer feedback and market insights into actionable recommendations for Product and leadership teams
• Support the Regional Channel Manager and partners by sharing customer needs, growth strategies, and expansion plans
• Serve as a key advocate for the customer while balancing revenue growth and business outcomes

Key Performance Indicators (KPIs) & Success Metrics

Success in this role will be measured by a combination of customer health, revenue growth, and execution excellence, including:

Customer Retention & Satisfaction

• Net Revenue Retention (NRR)
• Customer churn rate
• Customer Satisfaction (CSAT/NPS)
• Account engagement and QBR cadence

Revenue Growth

• Expansion revenue (upsell and cross-sell)
• Renewal rate and contract retention
• Average Revenue per Account (ARPA)
• Qualified expansion pipeline

Execution & Operational Excellence

• CRM accuracy and forecast discipline
• Account plan coverage and quality
• Time-to-resolution and issue escalation effectiveness
• Cross-functional collaboration with Sales, Channel, Product, and Support

Requirements

What You Bring

• 3+ years of experience in account management, customer success, or client relations, ideally in technology or telecommunications
• Knowledge of VoIP, UCaaS, CCaaS, or cloud communications (strong plus)
• Proven ability to manage multiple accounts while driving retention and expansion
• Excellent communication, negotiation, presentation, and relationship-building skills
• Experience using CRM systems, Microsoft Office, and modern sales tools
• Strong analytical and problem-solving skills with a customer-centric mindset
• Understanding of the channel ecosystem (VARs, agents, MSPs, TSDs) is a plus
• Self-motivated, results-oriented, and collaborative
• Willingness to travel for customer and partner engagements

Benefits

What We Offer

• Extensive Benefit Options (Health, Vision, Dental, Long & Short term Disability) effective after a short waiting period
• Flexible PTO plan & Company Holidays
• Entrepreneurial work environment partnered with high-growth career opportunities
• We offer a competitive salary ranging from $to , plus a variable commensurate with years of experience in this specific position and the candidate's location.

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities. You must be authorized to work in the United States full-time for any employer. No agencies, please.