Benefits:
401(k)
401(k) matching
Competitive salary
Paid time off
Job Description: Account Manager – Facility Grid
Location: Waltham, MA (Hybrid) Reports To: Head of Customer Success Compensation: Base + Variable (tied to renewals, feature adoption, and expansion)
About Facility Grid
Facility Grid is the leading Commissioning and Operational Readiness software platform used on mission-critical construction projects — including data centers, semiconductor fabs, life sciences, and healthcare facilities. We help owners, general contractors, commissioning providers, and trades ensure every system and piece of equipment is ready for turnover through connected QA/QC and commissioning workflows. As we continue to scale, we’re expanding our Customer Success organization with a dedicated Account Manager to drive adoption, training, and growth across our customer base.
Role Overview
The Account Manager is responsible for training customers, onboarding new projects, and driving adoption of new features within existing accounts. You’ll serve as a trusted advisor to commissioning, QA/QC, and construction teams — helping them get the most out of Facility Grid and expand their use of the platform across features, modules, and projects.
This is a customer-facing role that blends enablement, relationship management, and growth. You’ll work closely with Customer Success Specialists, Product, and Sales to ensure clients achieve measurable value and continue expanding their use of Facility Grid.
Key Responsibilities
Onboarding and Training • Work with Customer Success Specialist and lead onboarding sessions for new commissioning software customers and projects, ensuring smooth setup and configuration. • Deliver live and virtual training sessions for field teams, commissioning agents, and QA/QC managers. • Conduct ongoing feature-training sessions when new functionality is released. • Utilize training materials (videos, guides, checklists) for scalable onboarding delivery. • Serve as the internal expert on Facility Grid workflows and best practices.
Adoption and Expansion • Monitor usage and adoption metrics across assigned accounts. • Identify opportunities to increase feature adoption and encourage use of under- utilized capabilities. • Promote new modules, integrations, or features that add measurable value. • Support renewal and expansion conversations in collaboration with the Customer Success and Sales teams. • Track and communicate ROI and adoption progress in quarterly reviews.
Relationship and Revenue Management • Serve as the primary day-to-day contact for assigned accounts. • Build relationships across multiple stakeholders — from field users to project executives. • Proactively identify risks to adoption or renewal and develop action plans to resolve them. • Manage upsells, renewals, and subscription agreements for assigned accounts. • Represent the 'voice of the customer' internally to Product and Engineering
Qualifications
• 2–3 years of experience in account management, customer success, implementation, or training for a SaaS platform. • Experience in commissioning (Cx), QA/QC, or construction-tech software strongly preferred. • Hands-on experience using Facility Grid (as a customer, partner, or power user) is a major plus. • Strong communication and presentation skills — confident leading both live and virtual trainings. • Comfortable analyzing user adoption data and identifying opportunities for improvement. • Organized, proactive, and able to manage multiple customers and projects simultaneously. • Willingness to travel occasionally to client sites and industry events.
Flexible work from home options available.