Company Description
MrBlack App is a real-time, cloud-based CRM, reservation, and nightclub management platform built by hospitality owners for the hospitality industry. We give venues full control over their operations — improving communication, accountability, efficiency, and profitability. Our system streamlines day-to-day workflows so operators can focus on running a successful venue.
Role Description
MrBlack App is a mobile and browser-based platform that equips nightclubs, lounges, festivals, and event spaces with the tools they need to manage operations, reservations, sales, reporting, and marketing — all in one system.
We serve venues across Canada, the USA, the Caribbean, Europe, Asia, and Australia, and continue to grow rapidly year over year.
We’re hiring a Senior Account Manager who is personable, experienced, and able to oversee the most important part of our business: our customers. This role is about knowing the venues, understanding their needs, and keeping them successful.
Micro Core Responsibilities
- Relationship management: Primary point of contact for assigned venues; understand their operation, history, and pain points.
- Onboarding & training: Lead new-customer onboarding (1–3 calls/day depending on volume).
- Customer support: Handle customer inquiries (3–5/day).
- Revenue growth: Identify upsell opportunities that increase LTV.
- Portfolio ownership: Manage 200–300 accounts.
- Retention: Maintain strong relationships, reduce churn, intervene early when usage drops.
- Account health tracking: Monitor usage, adoption, ROI, and renewal risks.
Macro Core Responsibilities
- Strengthen and expand retention strategies to bring down churn.
- Improve Account Management processes to increase customer lifetime value and overall account performance.
- Provide clear, actionable feedback to Product based on customer needs and industry trends.
Additional Responsibilities
- Collaborate with design and development teams to enhance usability and expand feature offerings.
- Bring structured customer insights into the product development workflow.
Must-Have Qualifications
- 3+ years of proven Account Management experience, ideally in SaaS.
- Strong communication, ownership, and follow-through.
- Experience with Salesforce or similar enterprise CRM platforms.
- Direct experience in nightlife, hospitality, or event operations. (optional)
Perks
- Fully remote role
- Collaborative environment — if you have ideas, bring them forward
- Real growth potential — as the company scales, so do the opportunities
- Direct impact — your work directly shapes the customer experience and product direction