Manager - Account Management Team

Company: Lula Commerce Employment Type: Full-time, W-2 Location: Remote, US; Eastern or Central time zone hours; US work authorization required Department: Customer Success / Account Management Role Type: Customer-facing, player-coach Reports To: Head of Customer Success Direct Reports: 4+ Travel: Occasional About Lula Commerce Over 2% of convenience stores in the U.S. use Lula and are quickly growing, with several thousand locations using our product across 45+ states. Lula Commerce is transforming everyday retail through the first digital commerce suite built specifically for convenience stores and retailers. As a leading provider of digital commerce solutions for the convenience retail industry, Lula Commerce empowers stores to modernize their operations and unlock new revenue streams. Our all-in-one platform combines inventory management, customer engagement, and business intelligence tools to help retailers streamline operations and drive growth. Lula Commerce connects retail locations nationwide to major marketplaces like DoorDash and Uber Eats while enabling their own first-party e-commerce channels. For more information, visit Role Overview Lula Commerce is seeking a Manager to lead our Account Management team to support our convenience store chain customers after they go live. This is a customer-facing, player/coach role where you will manage Lula's most important relationships as well as be the go-to resource and coach for a team of account managers. Key Responsibilities - Oversee post-launch relationship: Work alongside and coach account managers (AMs), who act as day-to-day account contacts. Act as the backstop for complex customer questions, escalations and growth on enterprise accounts. - Run the growth playbook: Carry out promotions, first-party (1P/Lula Direct) adoption, new-feature pitches, store expansion and benchmarking in recurring account meetings, using AI tools to research, draft and prepare. The goal is retention and GMV growth. - Monitor account health and spot risk early: Track usage, missed-order rates, payout issues and engagement across your portfolio. Flag at-risk accounts and act before they become escalations or churn. - Lead account escalation resolutions: Research and partner cross-functionally to resolve issues raised by our merchants. Examples include accounting, tech, and branding. - Partner across teams: Work with Product and Engineering to escalate and track bugs, Finance to resolve payout, billing and reconciliation disputes, and Sales on expansion opportunities and new-location handoffs. - Bring the voice of the customer inside: Turn what you hear from enterprise accounts into clear product feedback and feature requests, and share recurring themes with Product and leadership. - Coach and develop AMs: Share best practices and know-how so AMs can handle common scenarios with confidence. Review their account work and help them grow. - Partner with onboarding on handoffs: Take accounts from the onboarding team once they are live, using the agreed handoff and launch SLAs, and check in regularly on accounts that may hit a curveball. - Report to leadership: Give the Head of Customer Success a regular update (weekly or biweekly) on account health, escalations, renewals and growth opportunities across your portfolio. - Act as backstop for Onboarding: Intervene to support accounts that become stalled in the Onboarding process. - Bring ideas, and help us test them: Suggest improvements to the playbook and help us try them out. What Success Looks Like in Your First 90 Days - You know the product and our processes well enough to answer tough product and process questions from enterprise customers. - You have taken over oversight of key accounts from the Head of Customer Success through a clear handoff, and know each account's goals, risks and open issues. - You are running the growth playbook on your accounts' recurring meetings and have expansion or 1P adoption opportunities in progress. - You have handled your first escalations using our playbook, with leadership as backup, and have worked at least one through with Product or Finance. - You have a health view of Lula accounts and have flagged at-risk accounts with a plan for each. - The AMs see you as their go-to resource. Metrics You'll Own - Retention of accounts - Store expansion within existing accounts - 1P / Lula Direct adoption - GMV growth - Escalation resolution time Qualifications Must-haves - 5+ years of experience in account management, customer success or client services, including managing enterprise or multi-location accounts. - 2+ years of experience leading, mentoring or training other team members (formal or informal). - Experience working with distributed or offshore teams across time zones. - Experience running renewal and commercial conversations, with strong negotiation skills. - A clear, confident communicator, in writing and on calls with chain operators and executives. - Comfortable collecting and analyzing account data and building presentations for customers (for example benchmarks, QBR decks and growth recommendations). - Proficient with AI tools such as Claude, Grok and other AI assistants in daily work (for example research, drafting, analysis and preparing for customer calls). - Takes ownership, asks good questions, and turns feedback into results. Stays calm when something unexpected comes up, and learns our product and processes quickly. - Comfortable and effective working fully remote. No degree is required. Nice-to-haves - Experience with convenience, restaurant or other hospitality enterprise accounts. - Experience in digital commerce, specifically with delivery apps (DSPs such as DoorDash and Uber Eats). - Experience with HubSpot or Salesforce, and with Intercom or other ticketing systems. Why Join Lula Commerce - Massive Market Opportunity: One-third of all Americans visit a convenience store daily. This vertical moves 4% of America's GDP, yet less than 10% of it is digitized. Lula is defining what digital ordering excellence looks like. - Proven Traction: Join a company with strong product-market fit, serving several thousand customers and striving to reach 10,000+ customers in the next 24 months. - Impact: Your work will directly help retailers compete and thrive in the digital age. - Culture: Work with a team of proven leaders from across the industry. Compensation & Benefits - Remote work environment - Access to the latest tech tools and stack Ready to help transform the digital backbone of retail? Lula Commerce is an equal opportunity employer committed to building a diverse and inclusive team. Originally posted on Himalayas