Manager, Mid-Market Account Management

Our Story:
Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we've helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security,corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for theCare, Welfare, Safety, and Securityof everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It's a philosophy that is central to everything we do, and traces back to our beginning.

As a member of the team, you can expect to:

• Make a difference through your work - You'll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization.
• Feel fulfilled and have fun - We work hard but make the time to build meaningful relationships and celebrate the wins.

The Manager, MidMarket Account Management leads the MidMarket Account Management team and delivers a consistent, proactive postsale experience across a broad portfolio of midmarket customers. This role develops MidMarket Account Managers, establishes scalable portfoliomanagement discipline, and drives customer adoption, retention, renewal performance, account health, and qualified expansion identification. The Manager partners closely with Sales and crossfunctional teams to strengthen customer outcomes, improve forecast accuracy, resolve escalations, and ensure efficient, repeatable execution across the segment.

• Lead, coach, and develop MidMarket Account Managers through oneonones, performance feedback, skill development, call coaching, and career growth.
• Translate midmarket segment goals into team priorities, operating rhythms, account coverage expectations, and measurable performance plans.
• Oversee balanced account assignments, portfolio capacity, and coverage quality to ensure proactive, consistent, and scalable account management.
• Coach the team to execute disciplined sellertoaccountmanagement transitions, repeatable onboarding plans, stakeholder mapping, customer engagement, business reviews, adoption support, and measurable customer outcomes.
• Monitor account health, adoption, customer activity, satisfaction, renewal timing, and risk indicators; ensure early intervention, documented action plans, and appropriate escalation support.
• Own teamlevel retention and renewal performance, including strategy review, commercial exceptions, atrisk accounts, and support for complex negotiations.
• Ensure MidMarket Account Managers identify, qualify, document, and route expansion opportunities to the assigned seller in accordance with ownership rules and thresholds.
• Establish standards for CRM accuracy, account plans, activity documentation, account health, renewal forecasts, loss analysis, customer commitments, and next actions.
• Build strong partnerships with midmarket sellers and crossfunctional teams to maintain coordinated customer strategies and consistent handoffs.
• Analyze segment trends, customer feedback, renewal outcomes, churn drivers, adoption barriers, and expansion signals to improve processes, playbooks, enablement, and the customer experience.
• Recruit, onboard, and retain highperforming talent while fostering accountability, collaboration, inclusion, sound judgment, and continuous improvement.
• Make financially responsible decisions aligned with organizational policies.

• Team retention and renewal achievement across the midmarket portfolio.
• Renewal forecast accuracy, timeliness, and documented rationale for changes.
• Accounthealth reviews, risk identification, and mitigation plan quality.
• Customer satisfaction and relationshiphealth targets, including timely action on feedback themes.
• Portfolio coverage, stakeholder engagement, adoption followthrough, and CRM activity standards.
• Volume and quality of selleraccepted expansion opportunities.
• Scalable execution, including onboarding, account planning, businessreview cadence, and CRM discipline.
• Peopleleadership effectiveness, including coaching rhythms, capability building, retention, and succession readiness.

• Bachelor's degree or equivalent experience.
• 5+ years in account management, customer success, client services, sales, or similar customerfacing roles.
• 2+ years of peopleleadership experience, including coaching, performance management, and team development.
• Demonstrated success managing a broad or highvolume midmarket portfolio, including renewals, adoption, risk, and competing priorities.
• Proven success driving retention, renewals, account health, scalable portfolio execution, and qualified expansion identification.
• Experience using CRM data, customerhealth indicators, and performance metrics to coach teams, manage risk, and improve forecast accuracy.

• Experience leading accountmanagement or customersuccess teams serving midmarket customers.
• Experience in education, healthcare, human services, training, or similar CPIaligned markets.
• Experience designing scalable portfoliomanagement practices, digital engagement methods, lifecycle programs, or team operating rhythms.
• Experience building new teams, processes, playbooks, or customercoverage models.

Standard office or remotework environment. Travel required periodically for customer meetings, team meetings, and organizational events; frequency varies based on business needs.

What We Offer:

• $160,000 OTE
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid / Remote work schedule
• Paid Parental Leave